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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 Console.

Remember: This feature is not available with a Free subscription. Check out which subscription you need to get the most of GoTo Resolve.

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

Display tickets in card view

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

These tickets are grouped into columns based on their statuses. Each column displays up to 10 tickets depending on your sorting preferences. By default, all statuses are displayed in columns that you set up in GoTo Admin. To see all tickets of a category, click the See more incidents in list view link under the respective column.

By default, you can see the following ticket categories in card view:

Column Description
Open Tickets that are ready for agents to pick up.
In Progress Tickets that agents have started working on.
Note: Only those tickets are listed here that agents have manually set to In Progress status. See How do I Edit Tickets in the Console?
Closed Tickets that agents have finished working on.
Note: Tickets in Resolved and Cancelled statuses are not listed here.
Cancelled Tickets that were manually set to Cancelled status as they no longer require assistance.
Note: Cancelled tickets will not be closed automatically.
Blocked Tickets that were manually set to Blocked status.
On Hold Tickets that were manually set to On Hold status.
Resolved Tickets that were manually set to Resolved status.
Note: Resolved tickets will not be closed automatically.
Backlog Tickets that were manually set to Backlog status as they are less urgent to deal with.
Note: Custom ticket statuses are displayed in their respective columns. When you select a helpdesk service where a custom status is not available, that column will not be displayed.

Why are my tickets always displayed in list view?

In card view, to view the tickets of All helpdesk services, you must have the same ticket statuses (with the same name and type) defined across all your helpdesk services. Otherwise, tickets will be automatically displayed in list view. For example, you may have a status, called "In progress" with "open" type in your HR helpdesk service, and another status called "In progress" with blocked type in your IT helpdesk service. In this case, when there is a mismatch between statuses, you will not be able to see All your helpdesk tickets in cad view.

Example: How to hide or unhide columns?

Use the view icon in the top-right to hide or display columns.

Display tickets in list view

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.
  • 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 the funnel icon 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 as defined in GoTo Admin. You can select multiple values. This filter is available in list view only. When the tickets of All helpdesk services are displayed and you select a custom status, which is available in multiple services, then tickets with the selected status from all applicable services will be listed.
    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 GoTo Admin. 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.
Article last updated: 31 August, 2023