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How do I 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.
  1. Sign in to the Console at
  2. Go to the Helpdesk page and choose Add new ticket in the top-right.
    The Ticket details page appears.
  3. 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.
  4. Fill in the details of your ticket. By default, only the Subject field is mandatory. If an admin has created custom fields, you can fill in those as well.
    If an end user already exists in GoTo, you can select them from a list in the Submitted by field. Start typing the first three characters of either the first name or email address of the end user. Otherwise, you can create the end user from the ticket editor.
    Remember: 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.

    To add comments, see How do I Add Comments to a Ticket in the Console?

    To tag your ticket, see How do I Add Tags to Tickets?

    By selecting Hide comment from end user, the end user will not see that comment when receiving an email notification about the new ticket.

  5. Save your changes.
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: 24 October, 2023