HELP FILE

Ticketing FAQs

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

    See How does an Admin Set up Microsoft Teams to Work with GoTo Resolve?

    How do I create Helpdesk services for ticketing?

    1. Sign in to the Admin Center at admin.goto.com.

    2. Go to Settings > Helpdesk.

    3. On the Helpdesk services tab, click Add servicing group.

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

    No.

    Can end-users have access to the ticketing portal?

    Not yet, but it is expected in future versions.

    Can end-users create tickets by sending e-mails?

    Yes. See How do I Create a Ticket from an Email?

    Can end-users create tickets from Slack?

    Absolutely. See Working with Slack as an End-user.

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

    Our current roadmap includes end-user access to the GoTo Resolve Console (a.k.a. portal) for ticket submission.

    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 Slack 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.

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    Article last updated: 25 August, 2022