How do I manage helpdesk tickets in GoTo Admin?

View, prioritize, assign, edit, and close helpdesk tickets to better manage your users' service requests.

Before you begin: You must be assigned an Admin or Super admin role to perform this task.

This is a beta feature and currently undergoing changes until its official release. This feature may not be available with your plan.

Choose what you want to do:

Task	How-to
Sort tickets	Select the on the top-right of the card, and then choose to sort by Category, Creation date, Due date, Priority, Status, or User.
View quick details	Hover over a category or priority dot to view the ticket subject, date created, due date, and status. Tip: To learn more about status types, refer to Change ticket status below.
View full ticket	Select a user's name or category to view the full ticket.
Assign ticket	Open the ticket by selecting the user, and then from Assigned to choose an Admin from the drop-down list. Save your changes.
Add details to a ticket	View the full ticket. Make edits to the ticket as needed, and save your changes. Note: The Comments section is only visible to Admins.
Add users to the watchlist	Select the user's name and drag and drop onto the Watchlist card.
Change ticket status	Open the ticket by selecting the user, and then from Status, choose a status from the drop-down list. Save your changes. The following statuses are available: Open: sets the urgency of the ticket In Progress: an Admin started working on the ticket On Hold: the ticket is assigned, but work is temporarily put on hold Blocked: Admin cannot continue work on the issue Resolved: issue is resolved. Ticket can be closed. Cancelled: ticket is no longer relevant Closed: ticket is closed

Article last updated: 22 December, 2023