GoTo Resolve Helpdesk Getting Started Guide

Basic Setup in GoTo Admin

Purchase a plan

Go to the GoTo Resolve pricing page to decide which license tier best suits your needs.

Helpdesk requires a Standard or Premium plan.

If you choose the Standard plan, click Customize Plan to make sure you have sufficient agent licenses and add-ons. If you choose the Premium plan, click Contact Sales to talk about your options with a Sales Representative.

Optional: Add more licenses

Before you add licenses, purchase the necessary plan.

Sign in to GoTo Admin.
Select Home > Products, to view your products, licenses, and associated capabilities.
To add agent licenses, devices or additional capabilities, you must be a billing admin with a credit card on file.
1. To add agent or device licenses, select .
2. To add Camera share or Mobile support, select .
  Note: You may have a shopping cart icon instead of the if adding these features for the first time.
3. When the new window opens, adjust the quantity as needed.
4. Select Buy now.
Note: If the price appears different than your usual rate, please Contact Support from within this article.

Add users in GoTo Admin

Sign in to GoTo Admin.
From People > Users, select Add user on the top-right.
Choose products for the people you want to invite by selecting the product checkboxes.
Tip:
- Expand the product to choose additional capabilities and add-ons.
- You can skip this step if you are adding only an admin user(s) without products.
- If you do not have sufficient product licenses available, refer to Optional: Add more licenses.
To add a single user, enter the new user's first and last name and business email address.

Important: Verify that the email address you've entered is correct. You cannot change the email address later.
To add multiple users at once, you can select Add another user to add an additional entry or choose Import from CSV to add up to 100 users per import.
Tip:
- If you need to import more than 100 users, you will need to import additional CSV files.
- If you are adding users via CSV import, please note this process takes approximately 24 hours before new users are reflected in GoTo Admin.
On the Configure users page, choose additional settings. These settings must be the same for all users being added.
1. Choose the user's role in your account:
  - Member is an agent who has no access to GoTo Admin.
  - Admin and Super admin are roles with access to GoTo Admin. These users may not even need a product license if they don't support your end-users.
2. Choose a Language.
3. Choose a Time zone for the new user(s).
4. Choose a welcome email template. Preview the welcome email which will be sent to the new user(s) and/or Customize the welcome email.
Select Add user when complete.
Result: The user will receive the welcome email with steps on how to begin using the system. If the user exists on another account, they will be sent an invitation to transfer to your account. If a user does not receive the welcome email within 10 minutes, have them check their junk/spam folders. You can also re-send the invitation.

Add helpdesk services

Helpdesk services are communication channels between end-users and agents. Admins can set up helpdesk services to provide support related to a particular area: whether it is IT, finance, or something specific to your business, you can define those areas in GoTo Admin.

Tip: Any admin in 'Admin' or 'Super admin' role can create a helpdesk service in your organization.

Watch this video on adding helpdesk services:

Sign in to GoTo Admin.
Go to the Settings > Helpdesk page.
On the Helpdesk services tab, select Add servicing group.

Note: Some of the most common services are pre-defined for you.
Name your service, add a description, and type the email address that you want to associate with the service.
Tip: Any admin in your company (in Admin or Super admin role) can create a helpdesk service. However, the email address of that service depends on the following:
- When an admin with a work email - which is on a domain that your company owns - creates a helpdesk service, the service's email address will have the following format:
  <email address that you've defined>@<company>.gotoresolve.com.
  
  Let's say, you create a service, called IT Support and you add itsupportagent to its email address. In this case, the full email address will be itsupportagent@mycompany.gotoresolve.com
- When an admin with a non-work email - which is on a domain that your company does not own, like a Gmail address - creates a helpdesk service, its email address will include random characters in the following format:
  <email address that you've defined>@<non-work domain>-<random number>.gotoresolve.com.
  
  For example, itsupportagent@gmail-1bbe8da349eb4945.gotoresolve.com.
  
  Since other GoTo Resolve users outside your company may create a helpdesk service with a Gmail account and name it the same way as you do, this random string helps uniquely identify the helpdesk service for your company.
Important: Defining an email address lets your end-users create tickets from email. See Create tickets in the Console.
Save your new helpdesk service.
On the Helpdesk services page, select the service that you have created.
Select Add users in the top-right to add existing agents to your service. Click Add member when you're done.

Note: You can only add users with a valid GoTo Resolve license.
On the Ticket Categories tab, select Add ticket category.
Name your category and Save it.

Note: You can add multiple ticket categories to a service.

Frequently Asked Questions

Why do I have a random string in my helpdesk service's email address?

Your helpdesk service's email address may look like this: itsupportagent@gmail-1bbe8da349eb4945.gotoresolve.com In this case, the 1bbe8da349eb4945 string is automatically added to make your service unique. This may happen in the following cases:

You do not own the domain of your email address - When you set up an account, for example with a Gmail address, where you do not own the @gmail.com domain, your helpdesk service's email address must be made unique. Otherwise, two companies who use Gmail accounts and create the same helpdesk service, called itsupportagent, would try to use the same itsupportagent@gmail.gotoresolve.com email address. That random string uniquely identifies your helpdesk service.
You have created another account already - Even if you own the domain of your email address, such as myorg.com, you have created an account previously, probably for trial purposes. Since now you have two accounts and you try to create two helpdesk services with the same name, GoTo Resolve makes sure that those services will have unique email addresses, such as itsupportagent@myorg-a2fe8c834741af45.gotoresolve.com.

Can I define who is notified when a ticket is created?

Yes. See Set up email notifications

Can I define my own email address for a helpdesk service?

Yes. See How to display a custom helpdesk email address to your end-users?

Can I restrict admins to see a specific service's tickets in the Console?

Yes. Here's how:

On the Helpdesk services tab of GoTo Admin, select a service that you have set up.
On the Users tab, select a user whose access you want to remove from the selected helpdesk service.
Click the bin icon on the right of the user's name.

Advanced Setup in GoTo Admin

Set business hours and turnaround time

Sign in to GoTo Admin.
Go to Settings > Helpdesk.
On the Helpdesk services tab, select a service where you want to set business hours and turnaround time.
On the Availability tab, set the following:
- Priority - Select the priority tickets where you want to enforce turnaround time.
  Tip: You can define turnaround time for multiple ticket priorities: set a Standard due date for a priority, then select another priority and set a Standard due date for that priority, too.
- Standard due date - Set the maximum time for agents to resolve tickets of the selected priority. Agents will be warned in the Console when this timeframe is exceeded.
- Operating hours - Select the days and hours when your agents provide support in the selected helpdesk service. If you do not select any days, your end-users will expect 24/7 support.

Example: How can you implement an SLA?

One of the most common ways to make sure your organization fulfills the requirements of an SLA is to define a turnaround time for tickets with a specific priority. Let's say you are required to resolve urgent tickets in 3 hours within your business hours. In this case, you would set Priority to Urgent and Standard due date to 03:00. So when a ticket is created with Urgent priority, GoTo Resolve will automatically start the countdown from 3 hours.

OK, but what if I receive a ticket in the middle of the night?

This is when business hours, or operating hours, come to play. If you provide support, say, from 9am to 5pm, Monday to Friday, you can set these dates and times in GoTo Admin. So if you receive a helpdesk ticket at 5.30pm on a Friday, your 3-hour turnaround time starts ticking at 9am the following business day, that is on Monday. Incidentally, if you get a ticket 4.30pm on a business day and you don't pay attention to that, your turnaround time will still start ticking for 30 minutes that day.

Add custom fields

As an admin, you can add custom fields to helpdesk services to let your agents save additional information when they create helpdesk tickets.

Sign in to GoTo Admin.
Go to Settings > Helpdesk.
On the Helpdesk services tab, select a service where you want to add custom fields.
On the Custom fields tab, click Add custom field.
You can add any number of custom fields.
Name your custom field and select its type:
- Free text - Agents can save any information in text format for up to 255 characters.
- List - A comma-separated list of values, where the agent can select a single list item.
- Checkbox - A list of options that agents can toggle. Think of checkboxes as Yes/No questions.
- Date - Agents can add a date in mm/dd/yyyy format.
Save your new field.
Result: Agents can use the new custom field instantly.

Frequently Asked Questions

What happens to data in custom fields when an agent transfers a ticket?: Custom fields are cleared when you transfer a ticket to another helpdesk service, even if the target helpdesk service has the same custom field available.
Are custom fields visible to end-users?: No. These fields are for agents only. When an end-user creates a new helpdesk ticket, these fields are not visible.
Can an admin create the same custom field in multiple helpdesk services?: Yes. However, when a ticket is transferred to another service, the content of custom fields is always cleared.
What if a ticket has a custom field and an admin deletes that field in GoTo Admin?: Deleted custom fields become hidden in helpdesk tickets, but are not deleted from the actual tickets. When an admin restores a deleted custom field, their content will be visible again.
Can an admin undo the deletion of a custom field?: Yes, admins can restore deleted custom fields in GoTo Admin by clicking Restore deleted fields in the top right.

View and manage helpdesk ticket statuses

Admins can view how helpdesk ticket status names and types are linked.

Remember: You can only view the mapping between ticket status names and types, but you can't change those yet.

Sign in to GoTo Admin.
Go to Settings > Helpdesk.
On the Helpdesk services tab, select a service where you want to view available ticket statuses.
You can view status mappings on the Ticket Statuses tab.

How do I create and manage custom ticket statuses?

You can create new ticket statuses and remove unused ones. There are few rules you have to keep in mind though:

Every ticket status has a name and a type. For example, by default, the status called Backlog has a type, called blocked.
You can set separate statuses for each helpdesk service. For example, an IT helpdesk service may require different statuses from an HR or Finance helpdesk service.
There are four distinct ticket status types: open, in progress, blocked, and closed. You can't add new ticket types.
Every ticket status type must have at least one named ticket status. For example, when you have three different blocked-type statuses, but for some reason you no longer want to track blocked tickets, you can remove only two of these statuses.
Similarly, can only change the type of an existing status as long as there is at least one named status of a given status type. For example, when you only one status with blocked status type, you cannot change its type.

On the Helpdesk services tab, select a service where you want to change ticket statuses.
Select Add custom status in the top-right corner.
Name your new status and select its type.
Save your changes.
Result: The order of the statuses in GoTo Admin impacts the order of ticket columns in card view of the Console, as well as the order of statuses in the relevant drop-down lists.

How do I edit existing ticket statuses?

On the Helpdesk services tab, select a service where you want to change ticket statuses.
Hover over a ticket status that you want to modify and open the context menu .
Select Edit to change the name or type of the status.
Save your changes.

How do I delete custom ticket statuses?

On the Helpdesk services tab, select a service where you want to delete ticket statuses.
Hover over a ticket status that you want to remove and open the context menu .
Select Delete to remove the status.
Optional: When you have tickets with the deleted status, you can decide which status should those tickets inherit:
1. Select the new status from the drop-down list.
  You can only select a status that has the same type as the deleted status.
2. Select Delete.
  If there is an error during deletion, the selected status will not be deleted and all your tickets will keep their original status. In this case, select Try again.
  Important: Make sure you keep the dialog open until all tickets are moved to the new status. If you close the dialog, GoTo Resolve cancels the deletion of the selected status.
Save your changes.

Frequently Asked Questions

Can I have more than one named status with open type?: No. The open status type is an exception, which marks your incoming helpdesk tickets.
How many named statuses can I have for "in progress", "blocked", and "closed" statuses?: You can have as many as you find reasonable.
Are statuses localized?: Yes, the default statuses are localized to all languages available in GoTo Resolve. However, if you rename a status to make it custom, the new status name will be displayed in all languages. Changing the status name back to default re-enables localization.
GoTo Resolve is available in English, German, French, Italian, Spanish, and Brazilian Portuguese.
What happens to the status of a ticket after transferring it to another helpdesk service?: The status of transferred tickets changes to open in the target helpdesk service.
Can end-users close tickets in the Microsoft Teams app?: No, only agents and admins can close tickets.

Set up email notifications

As an admin, you can use GoTo Admin to define who should receive email alerts about certain events.

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

Remember: This feature is not available with a free subscription. Check out which subscription you need to get the most of GoTo Resolve.

Sign in to GoTo Admin.
Select Settings > Helpdesk in the left navigation menu.
On the Helpdesk services tab, select a helpdesk service.
On the Email notifications tab, you can select who whether the end-user, the assigned agent, or every helpdesk service member should receive an email notification for the events below:
- End-user - The person who need s support receives an email about changes made to the helpdesk ticket. As best practice, it is highly recommended to keep the end-user informed about any changes that is made to the ticket.
- All helpdesk service members - Every member of the helpdesk service where the ticket was created receives an email notification when the ticket is updated. As best practice, it is recommended to inform every member when a ticket is created. This way, agents can see incoming tickets and will be aware of potential issues.
- Assigned agent - The agent who is assigned to the ticket will receive notifications. As best practice, similarly to end-users, it is recommended that the assigned agent is informed about changes made to the ticket.
Save your changes.

Set up Ticketing in Microsoft Teams

Overview

Watch this video for a quick overview of the setup process:

Setting up the GoTo Resolve app in Microsoft Teams requires the following:

Make sure Microsoft Teams is installed on your employees' devices.
Create your teams in Microsoft Teams.
Create the necessary helpdesk services before setting up the GoTo Resolve app. These services will act as escalation paths to the proper support teams.
Regardless of a user's role in the organization, they mustadd the GoTo Resolve app to Microsoft Teams.
An admin must set up the necessary teams in Microsoft Teams. In general, you would create at least one team where the employees in your organization create tickets and another one for agents who support your employees. Setup also includes adding the GoTo Resolve bot to the newly created channels so that employees and agents can communicate with each other.
Finally, admins must set up channeling between Microsoft Teams and GoTo Resolve.

Create your teams

Create teams for your agents and employees. If you already have teams, you can skip these steps.

In this example, you will create two types of teams: one for the employees in your organization, where they can create support tickets, and another one for the agents who support your employees.

In Microsoft Teams, go to the Teams menu.
Create a team for your employees:
1. Click Join or create a team at the bottom.
2. Click Create a team on the right.
3. Select From scratch to create a brand new team.
4. Select Org-wide for your employees' team.
  This will make sure that anyone in your organization can join and create tickets in this team.
5. Name your team and click Create.
Create another team for your agents:
1. Click Join or create a team at the bottom.
2. Click Create a team on the right.
3. Select From scratch to create a brand new team.
4. Select Private for your agents' team.
5. Name your team and click Create.
6. Add agents to the team.

Results: You can create as many agent teams as you want. Ideally, you would create a separate team for every function in your organization, such as IT, HR, Finance, and so on. When you have created your teams, add the app to Microsoft Teams.

Add the GoTo Resolve app to Microsoft Teams

Before you can create helpdesk tickets from Microsoft Teams, you should add the GoTo Resolve app to your Microsoft Teams workspace.

Install the GoTo Resolve app by doing one of the following:
- Find the GoToResolve app in Microsoft AppSource and click Get it now.
  When you are asked to sign in, use any e-mail address that you prefer.
- In Microsoft Teams, select Apps in the bottom left and search for the GoTo Resolve app:
When the app's card is displayed, select Add to add it your Microsoft Teams workspace.

The GoTo Resolve app is added to your workspace. You can find it in the Teams menu on the left.

Tip: Right-click the GoTo Resolve app in Teams and select Pin to make the app always visible.
Select the GoTo Resolve app from the Microsoft Teams menu on the left.
The GoTo Resolve bot greets you.
Select your role in the organization:
- If you are an employee or an end user of your organization, select Employee and you're all set. For information on what you can do as an employee, see Working with Microsoft Teams as an End user.
- If you are an agent or an admin in your organization, select Agent/Admin and sign in to GoTo Resolve with your login credentials. After signing in, you are redirected back to Microsoft Teams. As an agent, you have nothing else to do.
  Remember: You can use your company email address to sign, which does not have to be a Microsoft email address.
  For information on what you can do as an agent, see Working with Microsoft Teams as an Agent.
- As an admin, you still have to set up the integration between Microsoft Teams and GoTo Resolve as described in How does an Admin Set up Microsoft Teams to Work with GoTo Resolve?
After selecting your role, you will see a brief description of what you can do in the GoTo Resolve app in Teams.

Set up channeling

An admin must set up the necessary teams that agents and end users can use as communication channels.

In Microsoft Teams, create agent channels where employees can send helpdesk tickets.
For example, if you have four helpdesk services to route your employees' tickets, you may want to create the following four teams:
- IT-help
- HR-help
- Finance-help
- Facilities-help
In this scenario, when users have IT-related issues, they would create tickets in the team, called IT-help.
Add the GoTo Resolve app to the agent channels:
1. In Microsoft Teams, select Apps in the bottom left and search for the GoTo Resolve app:
2. When the app's card is displayed, click the arrow next to Open to add the app to your teams.
3. Select Add to a team and type the name of a team that you have created.
4. Select Set up a bot.
5. Add agents to the proper agent teams to manage end user tickets.
Result: Repeat this step to add the GoTo Resolve app to all the teams (employee and agent channels) that you have created.
For example, in the scenario above where you have created four agent teams, you would add the GoTo Resolve app to all four of them as well as to the employee team. From this point on, you have nothing else to do with your employee's team.
Set up channeling for the agent channels so that agents in your organization receive alerts about tickets created:
1. In the Teams menu on the left, go to a channel that you want to configure.
2. Start a new conversation and type @goto resolve, then press Enter. From the drop-down list, choose link channel.
3. Optional: If there are multiple companies associated with your GoTo Resolve account, then select the company that your agents will support.
4. Choose one of the helpdesk services that you have created. This will serve as a channel between end users and agents. See Add helpdesk services.
Result: Repeat this step to set up channeling between all your agent teams and end users.

Results: Agents can now use the new teams to create and manage helpdesk tickets. For information on what admins can do in Teams, see Working with Microsoft Teams as an Admin.

Basic Console Features

Create tickets in the Console

As an agent, you can create tickets on behalf of end users.

Watch this video on working with the Console:

Remember: This feature is not available with a Free subscription. Check out which subscription you need to get the most of GoTo Resolve.

Sign in to the Console at http://console.gotoresolve.com.
Go to the Helpdesk page and choose Add new ticket in the top-right.
The Ticket details page appears.
Make sure the correct Helpdesk service is selected at the top of the page. That's the channel where you will create a ticket.
The ticket will be channeled to the agents of the selected helpdesk service.
Note: In Microsoft Teams, notifications are automatically sent to the configured channel of that helpdesk service and to the end user who created the ticket.

You can add the following details to a ticket:

Ticket detail	Description
Priority	Set the urgency of the ticket. Default priority is Medium.
Status	Status of the ticket that describes the agent's progress. The following statuses are available: Open - the ticket is assigned to an agent In Progress - an agent started working on the ticket On Hold - the ticket is assigned, but work is temporarily put on hold Blocked - agent cannot continue work on the issue Resolved - issue is resolved. Ticket can be closed. Closed - the ticket is closed Cancelled - Ticket is no longer relevant
Due date	Set a date by when the ticket should be resolved. When you have turnaround time defined, Set by your helpdesk is displayed and you cannot change a ticket's due date.
Assigned to	Assign the ticket to an agent in your organization. You cannot assign tickets to people outside your organization.
Submitted by	Name of the agent who created the ticket or name of the end user for whom the ticket was created. If an end user already exists in GoTo Resolve, you can select them from a list in the Submitted by field. Only editable while creating a ticket.
Subject	Type a short description of the issue.
Summary of the issue	Add details of the issue. As best practice, you should add as much detail as possible about an issue to make it easier for agents to find a resolution. You can also use standard formatting options, such as bold, italic, lists, headings, hyperlinks, line breaks, quotes, and even adding separators in your description to make it easy to read. When inserting inline images, those are added as attachments.When an end user creates a ticket from an email, the formatting of the original email is also preserved in email notifications. If an admin has created custom fields, you can fill in those as well.
Category	Select a category for your ticket. Categories are defined in GoTo Admin for each helpdesk service individually. Categories are listed in alphabetic order, and you can also search them by starting to type the name of a category. See Add helpdesk services.
Comments	Add comments to the ticket. Similarly to the Summary of the issue field, you can use the toolbar above the field to apply format your comment. When the en-user receive an email with the agent's comment, the email preserves the text formatting of the Comments field.
Hide from end user	The end user does not receive a notification about creating or changing the ticket.
Previous Comments	You can edit or delete comments that agents added to the ticket. Only the first two lines of a comment is visible by default. You can click the comment to view its full content. The Previous Comments section is inly available when a ticket has at least one comment.

Save your changes.

Results:

Tip: You can set up alerts when a ticket is created or modified. See Set up email notifications.

Note: Tickets are kept permanently in GoTo Resolve until you manually delete them. This applies to tickets created in the Console, Microsoft Teams, and on mobile as well.

Add comments to a ticket

Comments generally contain important additional information for agents about the end user's issue.

Remember: This feature is not available with a Free subscription. Check out which subscription you need to get the most of GoTo Resolve.

Sign in to the Console at http://console.gotoresolve.com.
Go to the Helpdesk page and select a ticket.
Add your comments to the Comments field at the bottom of the page.
You can also use standard formatting options, such as bold, italic, lists, headings, hyperlinks, line breaks, quotes, and even adding separators in your description to make it easy to read. When inserting inline images, those are added as attachments. When you update a ticket, choose Add comments to save your comment, or choose Cancel to discard it.
Note: To add file attachments to your comment, click Add files to comment. To remove an attachment, hover over the file and click X in the top-right corner.

Results: Your comment is added to the ticket, no need to save it.

Tip: You can set up alerts when a ticket is created or modified. See Set up email notifications.

How to edit a comment?

You may want to edit or delete one of your existing comments. Here's how:

On the Helpdesk page, select the ticket where you want to change a comment.
Find the comment under Comments at the bottom of the page.
On the right of the comment, select the triple dots and then choose Edit comment to modify or Delete comment to remove your comment.

Note: You can't edit another agent's comment.

Attach files to a ticket

You can attach files either directly to a helpdesk ticket or as a comment.

Remember: This feature is not available with a Free subscription. Check out which subscription you need to get the most of GoTo Resolve.

Sign in to the Console at http://console.gotoresolve.com.
Go to the Helpdesk page and select a ticket.
Attach your files in one of the following ways:
- Click Attach files to ticket and browse to a file on your computer to add files to the ticket.
- Type your comment into the Comments field and then click Attach files to comment. Browse to a file on your computer to select it.
Remember:
- You can attach files with a maximum size of 5MB each and 20MB in total.
- Executable and compressed files, such as .exe and .zip files cannot be attached. See the supported file types below.
- You can only attach files to newly created tickets.
- You can attach files to comments even after creating ticket.
- To remove an attachment, hover over the file and click X in the top-right corner.
Save your changes.

Remember: Attachments are included in the email notification that is sent when a ticket is created. For information on how to manage email notifications, see Set up email notifications.

Tip: You can set up alerts when a ticket is created or modified. See Set up email notifications.

What types of files can you attach to a ticket?

The following types of files are supported:

PNG images
JPG images
JPEG images
GIF images
MPEG audio files
MP4 audio and video files
Plain text files
CSV files
Microsoft Word documents
Microsoft Excel documents
Microsoft Powerpoint documents
PDF documents
Quicktime videos

What can you do with attachments?

Click an image attachment to enlarge it.
While the image is enlarged, you can zoom in and out with the slider in the top navigation bar.
Click to download the attachment.
Click to rotate the attachment.
Remove an attachment by hovering over the file and clicking X in the top-right corner.

Close tickets

When you are done working on a ticket, it is best to close it to let other agents know that the issue has been resolved.

Remember: This feature is not available with a Free subscription. Check out which subscription you need to get the most of GoTo Resolve.

Sign in to the Console at http://console.gotoresolve.com.
Go to the Helpdesk page and select a ticket.
You can close only one ticket at a time.
Change the Status of the ticket to Closed.
Alternatively, in list view of the Helpdesk page, hover over a ticket and select the three dots on the right to open the quick actions menu. Then click Close ticket.

Note: This option is only available for tickets that have not been closed yet.
Save your changes.

Results:

Tip: You can set up alerts when a ticket is created or modified. See Set up email notifications.

Monitor tickets

GoTo Resolve allows you to create, manage, and monitor the status of helpdesk tickets. Here's how you can view and filter these tickets in the Console.

Remember: This feature is not available with a Free subscription. Check out which subscription you need to get the most of GoTo Resolve.

Depending on whose tickets you want to see, you can switch between card view and list view.

Display tickets in card view

Provides a quick overview of tickets that are most relevant to your day-to-day work.

These tickets are grouped into columns based on their statuses. Each column displays up to 10 tickets depending on your sorting preferences. By default, all statuses are displayed in columns that you set up in GoTo Admin. To see all tickets of a category, click the See more incidents in list view link under the respective column.

By default, you can see the following ticket categories in card view:

Column	Description
Open	Tickets that are ready for agents to pick up.
In Progress	Tickets that agents have started working on. Note: Only those tickets are listed here that agents have manually set to In Progress status. See Create tickets in the Console.
Closed	Tickets that agents have finished working on. Note: Tickets in Resolved and Cancelled statuses are not listed here.
Cancelled	Tickets that were manually set to Cancelled status as they no longer require assistance. Note: Cancelled tickets will not be closed automatically.
Blocked	Tickets that were manually set to Blocked status.
On Hold	Tickets that were manually set to On Hold status.
Resolved	Tickets that were manually set to Resolved status. Note: Resolved tickets will not be closed automatically.
Backlog	Tickets that were manually set to Backlog status as they are less urgent to deal with.

Note: Custom ticket statuses are displayed in their respective columns. When you select a helpdesk service where a custom status is not available, that column will not be displayed.

Why are my tickets always displayed in list view?

In card view, to view the tickets of All helpdesk services, you must have the same ticket statuses (with the same name and type) defined across all your helpdesk services. Otherwise, tickets will be automatically displayed in list view. For example, you may have a status, called "In progress" with "open" type in your HR helpdesk service, and another status called "In progress" with blocked type in your IT helpdesk service. In this case, when there is a mismatch between statuses, you will not be able to see All your helpdesk tickets in cad view.

Example: How to hide or unhide columns?

Use the view icon in the top-right to hide or display columns.

Display tickets in list view

List view displays all tickets in your organization.

Filtering tickets

There are multiple ways to filter helpdesk tickets:

Switch between list view and card view to display all tickets or only those ones that are relevant for you.
Select a service form the Helpdesk service drop-down at the top of the page to view the tickets of a selected channel only.

Filter the current view of tickets. Choose the funnel icon

above the list of tickets to open the Filters panel and select the relevant filters:

Filter	Description
Priority	Priority of the tickets. You can select multiple values.
Status	Status of the tickets as defined in GoTo Admin. You can select multiple values. This filter is available in list view only. When the tickets of All helpdesk services are displayed and you select a custom status, which is available in multiple services, then tickets with the selected status from all applicable services will be listed.
Created	Define a period of time when tickets were created.
Due by	Define a period of time when tickets were due.
Category	Category of the tickets as defined in GoTo Admin. You can select a single category only by typing its name.
Requested by	The person who created the ticket. You can select a single person only by typing their name.
Assigned to	The agent who is assigned to the ticket. You can select a single person only by typing their name.

You can view and remove applied filters above your helpdesk tickets. This quick view is available in both list view and card view.

Sorting tickets

In card view, you can sort tickets in each column by date of creation or priority. To do so, click the

icon at the top of a column. Then select a sorting option.

Advanced Console Features

Create end users from the ticket editor

Agents can add new end users to GoTo Resolve directly from the ticket editor.

Remember: This feature is not available with a Free subscription. Check out which subscription you need to get the most of GoTo Resolve.

Sign in to the Console at http://console.gotoresolve.com.
Go to Helpdesk and open a ticket or create a new one.
The Ticket details page appears.
Click the Submitted by field and then click Add new user.
The Add new user editor is displayed on the right.
Fill in the end user's details:

Remember: You cannot create an end user whose email address is already associated with a GoTo account, since that user has already been created in the system. However, you can still add that user to your list of end users, so that you can select it from the Submitted by field.
- First name - First name of the end user.
- Last name - Last name of the end user.
- Email - Email address of the end user. A GoTo account will be automatically created for the user with this email address. If the end user already has a GoTo account, you can't create a new account for that user.
- Position - End user's position at the company.
- Company - Name of the end user's employer.
- Phone - Contact number of the end user.
- Notes - Any note about the end user's issue that may help agents when getting in touch with the user.
- Send welcome email - The welcome email contains a link to the Customer Portal where the user can view and track their helpdesk tickets. Depending on whether the user already configured their password, the link will take them directly to the portal to sign in, or to the password creation page followed by the portal sign in page.
  When this option is not selected, users have the following options:
  - The user can set up their password from the link through the "default Admin Center" welcome email. Subsequently, they can sign in at https://helpdesk.me/tickets.
  - When the user creates a ticket and receives a notification email about the creation, this email will contain a link to the Customer Portal. Similarly to the Helpdesk welcome email, the link will direct the user either to the portal or to the password setup page.
Save your changes.

Results: You can now create tickets on behalf of the new user by selecting the user from the Submitted by field.

Note: Once you create an end user, you cannot remove it from the system.

What to do next: When you create an end user in the ticket editor, a GoTo account is automatically created for that user. A GoTo account creation does not automatically give the end user a GoTo Resolve product license.

Assign a ticket to an agent

You can manually assign a ticket that no one has picked up yet or reassign one to another agent.

Remember: This feature is not available with a Free subscription. Check out which subscription you need to get the most of GoTo Resolve.

Sign in to the Console at http://console.gotoresolve.com.
Go to the Helpdesk page and select a ticket.
Alternatively, in list view of the Helpdesk page, hover over a ticket and select the three dots on the right to open the quick actions menu. Then click Assign ticket.

Note: This option is only available for tickets that have not been closed yet.
In the Assigned to field, type your agent name.
Save your changes.

Results:

Note: You can set up alerts when a ticket is created or modified. See Set up email notifications.

Transfer a ticket to another helpdesk service

You can transfer a ticket to another service within the organization so that the relevant agents can pick up the ticket.

Sign in to the Console at http://console.gotoresolve.com.
Go to the Helpdesk page and switch to list view.
Hover over a ticket and select the three dots on the right to open the quick actions menu. Then click Transfer ticket.
Select a helpdesk service, where you want to transfer your ticket.

Tip: To create a new helpdesk service, select Add new helpdesk service at the bottom of the drop-down list.
Select a category for your ticket.

Tip: To create a new category, select Add category at the bottom of the drop-down list.
Transfer the ticket.

Results:

Note: You can set up alerts when a ticket is created or modified. See Set up email notifications.

Frequently Asked Questions

Can agents transfer tickets to any helpdesk service?: Yes, agents can transfer tickets to any helpdesk service, not just to those that they are members of.
What if I transfer a ticket to a helpdesk service where I'm not a member?: If you transfer a ticket to a helpdesk service where you are not a member then you will not be able to select the ticket category. After transferring the ticket the category will be cleared from the ticket.
What happens to the assignee of a transferred ticket?: The Assignee is cleared when the ticket is transferred, that is, it will not be assigned to anyone. A transferred ticket is assigned automatically as soon as it moves to Open status.

Add followers to a ticket

Followers are end users who receive email notifications on changes to a helpdesk ticket. You can add any number of followers to a ticket.

Remember: This feature is not available with a Free subscription. Check out which subscription you need to get the most of GoTo Resolve.

Sign in to the Console at http://console.gotoresolve.com.
Go to the Helpdesk page and select a ticket.
To add a follower, select the Cc field.
- To add existing users as followers, start typing their name and select the users from the list.
- To add a new follower to a ticket, select Add new user. You can add user details in the Edit user pane on the right. See Create end users from the ticket editor.
- To remove a follower from a ticket, click their name next to the Cc field.
Save your changes.

Frequently Asked Questions

How many followers can I assign to a ticket?: As many as you deem necessary.
Can I set another agent as a follower?: Yes, but depending on the helpdesk service's email notification settings, an agent may not get notified on certain changes. It is up to an admin to make sure the proper email notification events are defined for agents and end users in GoTo Admin. Followers receive notifications on events that are set for end users.
Can an end user add followers from an email?: Yes. When you create a helpdesk ticket from an email, you can add followers to the CC field. These users will be automatically added as followers to the ticket. When a follower - created from an email - does not have an end user account yet, GoTo Resolve creates a GoTo account for them.

Track time spent on tickets

In the ticket editor, agents can track time that they actively spend on resolving helpdesk tickets.

Remember: This feature is not available with a Free subscription. Check out which subscription you need to get the most of GoTo Resolve.

Sign in to the Console at http://console.gotoresolve.com.
Go to the Helpdesk page and select a ticket.
The Ticket details page appears.
On the Tools pane on the right, click the Time tracking field and type the amount of time that you have worked on the ticket. Make sure you enter the time in hours:minutes format. For example, if you have spent an hour and 10 minutes on the ticket, type 01:10 into the field.
Save your changes.

How do I update time I have worked on a ticket?

To update the time that you've spent on a ticket, open the ticket and change the content of the Time tracking filed. Notice that the new time that you enter will overwrite the original value. It will not be added to the time that you have originally spent on the issue.

How do I view a report on time tracking?

Admins can view helpdesk reports, including time spent on tickets, on the Reporting page to see the performance of agents.

Note: Time spent on a ticket is not the same as "closing time" in reports, which is the time between creating and closing a ticket.

In the Console, go to the Reporting page and click Get helpdesk report.
Sort and filter your report as necessary. See Working with Helpdesk Reports.
You'll see data in the Time spent on resolving ticket column.
Note: Only closed tickets are included in the report. A ticket is closed when its status changes to Closed, Resolved, or Cancelled.
Depending on what time tracking information you need, group your report data by one of the following:
- Day/Week/Month - Displays the time agents spent on individual tickets
- Agent - Displays the average time the agent spent on tickets
- Category - Displays the average time agents spent on tickets in a specific category
- End User - Displays the average time agents spent on resolving the specific end user's tickets
The Total row always displays the total time spent on tickets.

Working with the Customer Portal

About the Customer Portal

End users of GoTo Resolve can request support, create helpdesk tickets, and monitor their progress in the Customer Portal. Every user can see those tickets only that either they have created or were created on their behalf.

Remember: This feature is not available with a Free subscription. Check out which subscription you need to get the most of GoTo Resolve.

The Customer Portal is available for every user of GoTo Resolve, whether you are an admin, an agent, or someone with no product license at all. When an agent or an admin signs in to the Portal, they are treated as end users and see only those tickets that they have created for themselves. After signing in, you have the following experience:

How does it work?

First, you should add your end users to GoTo Resolve either by creating user accounts in GoTo Admin, or during ticket creation in the Console. Notice that your end users can sign in to and use the Portal without a product license. End users only need an account so that GoTo Resolve can identify them.

When you create a user from a helpdesk ticket, GoTo Resolve sends an automatic message to users with the details of where to sign in to the Portal. When a user is created from GoTo Admin, the end user receives an email with a link to their personal GoTo account, from where they can sign in to any of their GoTo products and update their personal details if necessary.

When an end user signs in to the Portal, they can create tickets, and add comments and attachments to existing tickets. End users can see every ticket in the Portal: whether those were created in the Console, Microsoft Teams, or from an email.

How do I Create Tickets in the Customer Portal?

As an end user, you can submit tickets in the Portal.

Remember: When an admin or an agent signs in to the Customer Portal, they are treated as end users and can manage only those tickets that either they have created or were submitted on their behalf.

Sign in to the Customer Portal at https://helpdesk.me/tickets.
On the Helpdesk page, click Add new ticket.
The Ticket details page appears.
Fill in the details of your ticket.
- Add a Subject that best describes your issue and gives an immediate idea about your problem to an agent.
- Add a Summary that is as detailed as possible. This helps an agent better understand your issue.
- Make sure the correct Helpdesk service is selected. The ticket will be channeled to the agents of the selected helpdesk service.
- You can also Attach Files to describe your issue. See below for supported file types.
- Select a Priority for your ticket, unless you want to use the default ticket priority, which is Medium.
- Optionally, add a Due date by when your issue should be resolved.
Save your ticket.

Results: You will receive an email notification about creating a ticket with all the details that you have entered.

Note: You can only add comments to existing tickets as described in How do I Add Comments to a Ticket in the ?

How do I Add Comments to a Ticket in the Customer Portal?

Comments generally contain important additional information for agents about the end user's issue.

Sign in to the Customer Portal at https://helpdesk.me/tickets.
Select a ticket.
Add your comments to the Comments field at the bottom of the page.
Choose Add comments to save your comment, or choose Cancel to discard it.
Note:
- After adding a comment, you cannot edit it.
- You cannot add file attachments to existing tickets in the Portal, but you can download existing ones by clicking on them.

Results: Your comment is added to the ticket, no need to save it.

Tip: You can set up alerts when a ticket is created or modified. See How do I set up email notifications in ?