How do I Create a Ticket from an Email?
All you need to know is the email address of the helpdesk service where you want to create a ticket. Ask your GoTo Resolve administrator for the proper email address.
Remember: This feature is not available with a Free subscription. Check out which subscription you need to get the most of GoTo Resolve.
Note: Administrators should assign an email address to the helpdesk channel when adding helpdesk services.
When you create a new helpdesk ticket from an email, you should consider the following:
- You can use any email client, such as Microsoft Outlook to create a helpdesk ticket
- Send your email to the email address of the helpdesk service
- The subject of your email will be the subject of the ticket
- The content of your email will be the summary of the issue.
- You cannot create tickets from auto-generated emails. When an email has an auto-submitted: auto-generated header, it won't create a helpdesk ticket.
Note: You cannot customize the auto-reply that the system sends when a ticket is created.
Tip: You can set up alerts when a ticket is created or modified. See How do I set up email notifications in GoTo Admin?
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.
For more ticketing-related questions, see our Ticketing FAQs.
Article last updated: 21 September, 2023