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

    For more ticketing-related questions, see our Ticketing FAQs.

    Article last updated: 11 November, 2022