How do I Transfer a Ticket to Another Helpdesk Service? - GoTo Resolve Support

How do I Transfer a Ticket to Another Helpdesk Service?

You can transfer a ticket to another service within the organization so that the relevant agents can pick up the ticket.

Sign in to the Console at http://console.gotoresolve.com.
Go to the Helpdesk page and switch to list view.
Hover over a ticket and select the three dots on the right to open the quick actions menu. Then click Transfer ticket.
Select a helpdesk service, where you want to transfer your ticket.

Tip: To create a new helpdesk service, select Add new helpdesk service at the bottom of the drop-down list.
Select a category for your ticket.

Tip: To create a new category, select Add category at the bottom of the drop-down list.
Transfer the ticket.

Results:

Tip: You can set up alerts when a ticket is created or modified. See How do I set up email notifications in GoTo Admin?

Frequently Asked Questions

Can agents transfer tickets to any helpdesk service?: Yes, agents can transfer tickets to any helpdesk service, not just to those that they are members of.
What if I transfer a ticket to a helpdesk service where I'm not a member?: If you transfer a ticket to a helpdesk service where you are not a member then you will not be able to select the ticket category. After transferring the ticket the category will be cleared from the ticket.
What happens to the assignee of a transferred ticket?: The Assignee is cleared when the ticket is transferred, that is, it will not be assigned to anyone. A transferred ticket is assigned automatically as soon as it moves to Open status.

Article last updated: 15 December, 2022

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