HELP FILE

How do I Create Tickets in Slack?

    Both end-users and agents can create tickets about issues that require assistance from an agent.
    1. In Slack, do one of the following:
      • Go to the channel where you want to create a ticket
      • Open the GoTo Resolve app and go to the Messages tab
    2. Click the plus sign under the chat field to open the shortcuts dialog.

      Type a slash ( / ) character to list the available shortcuts.

    3. Type /create-ticket and press Enter.

      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
      • 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, the relevant agents working in Slack receive a notification of the new ticket.
    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?
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    Article last updated: 11 November, 2022