HELP FILE

How do I Monitor Tickets in the Console?

    GoTo Resolve allows you to create, manage, and monitor the status of helpdesk tickets. Here's how you can view and filter these tickets in the Agent Console.

    Changing between views

    Depending on whose tickets you want to see, you can switch between card view and list view.

    Card view

    Provides a quick overview of tickets that are most relevant to your day-to-day work.

    These tickets are grouped into three categories. Each category displays up to 10 tickets depending on your sorting preferences. To see all tickets of a category, click the See more tickets in list view link under the respective column.

    Column Description
    Unassigned Tickets that are not yet assigned to any agent and are ready for you to pick up.
    In Progress Tickets that you have started working on.
    Note: Only those tickets are listed here that you have manually set to In Progress status. See How do I Manage Tickets in the Console?
    Closed Tickets that you have finished working on.
    Note: Tickets in Resolved and Cancelled statuses are not listed here.

    List view

    Displays all tickets in your organization.

    Filtering tickets

    There are multiple ways to filter helpdesk tickets:

    • Switch between list view and card view to display all tickets or only those ones that are relevant for you. See Changing between views.
    • Select a service form the Helpdesk Service drop-down at the top of the page to view the tickets of a selected channel only.
    • Filter the current view of tickets. Choose Add filters above the list of tickets to open the Filters panel and select the relevant filters:
      Filter Description
      Priority Priority of the tickets. You can select multiple values.
      Status Status of the tickets. You can select multiple values. This filter is available in list view only.
      Created Define a period of time when tickets were created.
      Due by Define a period of time when tickets were due.
      Category Category of the tickets as defined in the Admin Center. You can select a single category only by typing its name.
      Requested by The person who created the ticket. You can select a single person only by typing their name.
      Assigned to The agent who is assigned to the ticket. You can select a single person only by typing their name.
    You can view and remove applied filters above your helpdesk tickets. This quick view is available in both list view and card view.

    Sorting tickets

    In card view, you can sort tickets in each column by date of creation or priority. To do so, click the icon at the top of a column. Then select a sorting option.