How do I view and manage helpdesk ticket statuses in GoTo Admin?
Admins can view how helpdesk ticket status names and types are linked.
Remember: You can only view the mapping between ticket status names and types, but you can't change those yet.
- Go to
Settings > Helpdesk.
How do I create and manage custom ticket statuses?
You can create new ticket statuses and remove unused ones. There are few rules you have to keep in mind though:
- Every ticket status has a name and a type. For example, by default, the status called Backlog has a type, called blocked.
- You can set separate statuses for each helpdesk service. For example, an IT helpdesk service may require different statuses from an HR or Finance helpdesk service.
- There are four distinct ticket status types: open, in progress, blocked, and closed. You can't add new ticket types.
- Every ticket status type must have at least one named ticket status. For example, when you have three different blocked-type statuses, but for some reason you no longer want to track blocked tickets, you can remove only two of these statuses.
- Similarly, can only change the type of an existing status as long as there is at least one named status of a given status type. For example, when you only one status with blocked status type, you cannot change its type.
How do I edit existing ticket statuses?
- On the Helpdesk services tab, select a service where you want to change ticket statuses.
- Hover over a ticket status that you want to modify and open the context menu
. - Select Edit to change the name or type of the status.
- Save your changes.
How do I delete custom ticket statuses?
- On the Helpdesk services tab, select a service where you want to delete ticket statuses.
- Hover over a ticket status that you want to remove and open the context menu .
- Select Delete to remove the status.
- Optional: When you have tickets with the deleted status, you can decide which status should those tickets inherit:
- Select the new status from the drop-down list.
You can only select a status that has the same type as the deleted status.
- Select Delete.
If there is an error during deletion, the selected status will not be deleted and all your tickets will keep their original status. In this case, select Try again.Important: Make sure you keep the dialog open until all tickets are moved to the new status. If you close the dialog, GoTo Resolve cancels the deletion of the selected status.
- Select the new status from the drop-down list.
- Save your changes.
Frequently Asked Questions
- Can I have more than one named status with open type?
- No. The open status type is an exception, which marks your incoming helpdesk tickets.
- How many named statuses can I have for "in progress", "blocked", and "closed" statuses?
- You can have as many as you find reasonable.
- Are statuses localized?
- Yes, the default statuses are localized to all languages available in GoTo Resolve. However, if you rename a status to make it custom, the new status name will be displayed in all languages. Changing the status name back to default re-enables localization. See What languages does GoTo Resolve support?
- What happens to the status of a ticket after transferring it to another helpdesk service?
- The status of transferred tickets changes to open in the target helpdesk service.
- Can end-users close tickets in the Microsoft Teams app?
- No, only agents and admins can close tickets.
Article last updated: 6 September, 2023
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