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.
Provides a quick overview of tickets that are most relevant to your day-to-day work.
These tickets are grouped into three categories by default that you can extend to four as you need. 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.
You can display the following ticket categories in card view:
|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.|
|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.|
- To modify or remove an existing column, click the triple dots next to its name and select Change color and name.
- To add a new column, click the plus sign at the top of your list of tickets.
On the Edit Columns pane, click Add new column and select one that you need. Click the check mark on the right to save your change.Note: You can have up to four columns in card view.
Displays all tickets in your organization.
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 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. 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 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.