Ticketing

7 Topics

Multiple HelpDesk Services
I have created multiple helpdesk services for end users. Is there anyway to assign end users to certain helpdesk services so they dont create tickets in the wrong helpdesk? If there is not, is that something that could be added at some point down the line?
KMonnington
30 days ago Place Resolve Discussions
39Views
0likes
6Comments
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?
Solved
Paraborne
2 months ago Place Resolve Discussions
106Views
0likes
5Comments
Helpdesk Login Problem
Hi guys, We use the Helpdesk feature, but recently tickets can only be created via email. When trying to log in to the "helpdesk.me" site, the following message appears: We synchronize users with Microsoft 365 and also use it for login.
Solved
BirkG
2 months ago Place Resolve Discussions
28Views
0likes
1Comment
Ticket Filtering Bug
I'm unsure if there is a specific place to be reporting bugs other than in Community Discussions, if so please point me there. I ran into this bug today, when switching between filters you have to clear your current filter before applying another one or they will not switch to your new filter choice correctly. For example; This is a filter I made to see any unassigned tickets, "Unassigned" Assignment status: assignmentStatus.unAssigned This is a filter I made to see tickets assigned only to me, with any status not considered closed, "My Tickets" Status: Open, In Progress, On Hold, Blocked, Backlog, waitingOnCustomer, waitingOnPurchase, waitingOnVendor Assigned to: Trevor If I have the Unassigned filter active and choose Filters Icon > Favorite Filters > "My Tickets" the following filter is then activated, leaving out the Assigned to: Trevor portion. Status: Open, In Progress, On Hold, Blocked, Backlog, waitingOnCustomer, waitingOnPurchase, waitingOnVendor
Trevor-V
4 months ago Place Resolve Discussions
53Views
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2Comments
LogMeIn Resolve HelpDesk - Backslashes being removed from tickets.
Whenever a user is submitting a ticket and tries to send the path of a file/folder location, the backslashes are removed from the path. Z:\Folder\subfolder\file.docx Will show up in the ticket as Z:Foldersubfolderfile.docx I assume the text of the ticket is being escaped. It is frustrating when the paths are long and I need to reference multiple locations. Is there a setting I can change? Thank you for your help!
Solved
ueiwkk
4 months ago Place Resolve Discussions
72Views
0likes
5Comments
The ability to delete multiple tickets in the helpdesk
I would like to be able to delete multiple tickets at one time in the helpdesk.
Solved
smccallister
2 years ago Place Resolve Discussions
553Views
0likes
3Comments
Can you create subcategories
I am setting up help desk services and need to know can you create sub-categories? This would be really helpful to classify tickets.
Erikadadams
3 years ago Place Resolve Discussions
1.3KViews
0likes
6Comments