HELP FILE
How do I Set up Slack to Work with GoTo Resolve?
Employees can easily submit, review, and follow-up on tickets, while agents can receive, manage and comment on tickets directly from Slack. Then move from request to resolution with the ability to start a remote support session right from Slack, eliminating headaches and delays in solving issues.
- To use this app, you or your account admin needs an active GoTo Resolve license to use this app. No license yet? Get one here - https://www.goto.com/it-management/resolve/try
- New to GoTo Resolve? See what it's about.
Before your agents and end-users can create helpdesk tickets in Slack, an admin must install the
GoTo Resolve app to your Slack environment. Here's how:
What can you do in Slack?
Type a slash ( / ) character to list the available shortcuts:
- Sign in to the Console (/sign-in) - Signs you in to the Console. You must sign in before you can assign a ticket to yourself or start a remote support session.
- Sign out from GoTo Resolve (/sign-out) - Signs you out from the Console.
- Create ticket (/create-ticket) - Creates a helpdesk ticket. See How do I Create Tickets in Slack?
- Link a channel (/link-channel) - Configures the current channel to work with GoTo Resolve. When you have multiple companies added to GoTo Resolve, you can select which channel you want to associate with a specific company.
- Unlink the current channel (/unlink-channel) - Removes the link between the current channel and the helpdesk service that you've configured for it. This means that agents will be unable to manage tickets in that Slack channel.
Important: From end-users' perspective, as long as the GoTo Resolve app (that is, the bot) is added to another channel, they will still be able to create tickets - on another helpdesk service.
- Unlink all configured channels (/unlink-all-channels) - Makes all configured channels unavailable for creating tickets in GoTo Resolve.
Important: You will not be able to update or edit tickets that were previously created in Slack.
- View help (/help) - Provides links to our help site.