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 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:

    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 Manage 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.
    Example: How to add, remove, or change columns?

    You have the following options to change the layout of your card view:
    • 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.

    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 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 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.
    Article last updated: 25 August, 2022