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Ticketing FAQs

You can find answers to the most frequently asked questions in connection with ticketing in GoTo Resolve in this article.

How do I add the GoTo Resolve Microsoft Teams app to my Teams environment?

How do I create Helpdesk services for ticketing?

Can I import the tickets from my existing ticketing system into GoTo Resolve?


Can end users have access to the ticketing portal?

Yes, they can access the Portal at For more information, see About the Customer Portal.
Note: Admins can also sign in to the Customer Portal, but they would only see tickets that they have created for themselves. As an admin, it's best to use the Console to manage helpdesk tickets.

Can end users create tickets by sending e-mails?

Will you offer other ticketing integrations other than Microsoft Teams and Zendesk?

Our current roadmap includes ServiceNow as the next integration.

How long are tickets saved for?

Tickets are kept permanently in GoTo Resolve until you manually delete them. This applies to tickets created in the Console, Microsoft Teams, and from email as well.

Is there a way to automatically delete tickets after a certain period of time?

No. You can only manually delete tickets.

Is there a way to automatically change the status or priority of tickets that are not picked up by any agent for X days?

Currently, this is not possible.

Is it possible to run reports on deleted tickets?

Currently, this is not possible.

Does an end user or agent get an email/notification about the deletion of a ticket?

There is no notification sent when a ticket gets deleted.

Can I restore a deleted ticket?

No, a deleted ticket cannot be restored.

Can I reorganize the columns in card view?

By default, each ticket status is displayed in its own column in the order that an admin defined in GoTo Admin. In card view, an agent can hide columns by using the view option in the top-right. See How do I Monitor Tickets in the Console?

Article last updated: 31 August, 2023