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How do I Transfer a Ticket to Another Helpdesk Service?

    1. Sign in to the Console at http://console.gotoresolve.com.
    2. Go to the Helpdesk page and switch to list view.
    3. Hover over a ticket and select the three dots on the right to open the quick actions menu. Then click Transfer ticket.
    4. 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.

    5. Select a category for your ticket.

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

    6. 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 Resolve?

    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