HELP FILE

How do I Create Tickets in Microsoft Teams?

    End-users can create tickets about issues that require assistance from an agent.
    1. In Microsoft Teams, do one of the following:
      • Go to the Chat menu on the left
      • Go to the GoTo Resolve menu on the left
    2. Type create ticket in the chat field and press Enter.
    3. Select Create Ticket.

      The Create Ticket window appears.

    4. Fill in the details of your ticket:
      • Provide a brief summary of the issue that you have
      • Optionally, include additional details that may help resolve your issue
      • Set the priority of your issue, depending on how fast you need a solution
      • Optionally, select a category for your ticket that may help agents get a better picture of your issue
      • From the Helpdesk Service drop-down list, choose the support channel that is most relevant to your issue
    5. Create your ticket.

      After creating a ticket end-users have the following experience:

    Results: The ticket is channeled to the agents of the selected helpdesk service. When alerts are configured, both the relevant agents working in Microsoft Teams and the end-user who created the ticket receive a notification of the new ticket. The end-user also receives an email notification. Whenever the ticket is updated the end-user receives email notifications about the changes.
    What can you do after you create a ticket?
    • Add comment - Add a comment to the ticket.
    • Close ticket - Closes the ticket. You can still edit the details of the ticket later on.
    • Edit ticket - You can edit the summary and priority of a ticket as well as add more details about the issue.
    Tip: You can set up alerts when a ticket is created or modified. See How do I Set up Email Notifications in GoTo Resolve?
    Article last updated: 11 November, 2022