Forum Discussion

Paraborne's avatar
Paraborne
Visitor
2 months ago
Solved

MS Teams - Cannot close ticket from Teams

I am trying to set up MS Teams integration and am most of the way there.  I have setup both the IT-Help team for end users and an IT-Triage team for our IT folks; however, while we are able to create and comment on tickets, we have no way to close them out (from teams).

When I open the GoTo Resolve bot from teams and click on my tickets, all of our tickets appear, and when I click on an individual ticket I am able to see all of the data for that ticket.  At this point there is only 1 option available to me "Comments".  I see from the training videos and documentation there should also be a "Close Ticket" option, but it doesn't exist for me.

My question is, is this an account/permissions issue or perhaps something deeper.  

Other Info:

  • We are using the "Standard Endpoint Management" tier
  • Our teams accounts are handled by our organization - perhaps this is the restriction?
Ticketing
Windows
  • KateG's avatar
    KateG
    31 days ago

    HI Paraborne​ - an update, after reviewing your inquiry internally, our team has confirmed that the ability to close tickets directly within Microsoft Teams was removed some time ago. We apologize for any confusion this may have caused and have updated our documentation to reflect the current functionality.

    We appreciate your feedback, and if you’d like to see this feature reinstated, please feel free to submit an idea request here: Resolve Community Ideas | GoTo Community

5 Replies

  • KateG's avatar
    KateG
    GoTo Manager
    31 days ago

    HI Paraborne​ - an update, after reviewing your inquiry internally, our team has confirmed that the ability to close tickets directly within Microsoft Teams was removed some time ago. We apologize for any confusion this may have caused and have updated our documentation to reflect the current functionality.

    We appreciate your feedback, and if you’d like to see this feature reinstated, please feel free to submit an idea request here: Resolve Community Ideas | GoTo Community

  • KateG's avatar
    KateG
    GoTo Manager
    2 months ago

    Paraborne, we were able to replicate your experience, and the team is reviewing internally. We will keep this thread updated. Thanks again for your report. 

  • KateG's avatar
    KateG
    GoTo Manager
    2 months ago

    Paraborne​ 

    Thanks for getting back to me and for the screenshot! The team is currently reviewing. I will have more information for you tomorrow. Thanks for bringing this to our attention and for your patience. 

  • Paraborne's avatar
    Paraborne
    Visitor
    2 months ago

    Hello KateG​ , I have followed your article, as well as unlinked both my helpdesk & triage teams from the GoTo Resolve app.  I then relinked both teams while following the article's instructions.

    I am still able to create tickets from the helpdesk team as well as add comments.

    On the triage side, I am able to view tickets, add comments, assign tickets to myself, and start support sessions.

    On the GoTo Resolve chat in teams, I am able to view all of the tickets under "My Tickets".  When I open a ticket from there, I can see details and the "Comments" button, but the "Close this Ticket" button is missing.