The most recent content from our members.
We're currently configuring the help desk within Resolve with hopes to move our team to it soon. While I was testing, I noticed that in order for the agent and end user to receive email notifications when either side responds, the "Comments Added" email notification needs to be on for both end users and agents. As a…
Hello, Unless I am missing a prompt somewhere, it appears that Resolve does not give any indication of the hierarchy you are setting when merging tickets.
Hello, I was wondering if there’s a way to amend the auto‑response when a user raises a change request. For example, when a change is requested, could the auto‑reply send back a form (e.g. a MS Form) with mandatory fields to ensure we receive all the information needed? Alternatively, is there a feature to create different…
I reached out to support already, and they directed me here. A few weeks ago, we noticed that URLs are being filtered out of tickets when they’re emailed to end users and support staff. While I understand the security reasons behind this, the message simply says “to see the links, open the incident details page” without…
Can this feature be added please. Our end users would like to have the cc option when creating tickets as they sometimes want to add other members of their team in there for visibility. At the moment only an agent can add a cc to a ticket but having the end user being able to add a cc would be a good feature.
It would be useful if on the Helpdesk listing of tickets in the tab view it would display who the ticket is assigned to. That would allow the techs to easily see their tickets.
Hi, It would be nice to be able to customized the welcome email of a new ticket. Be able to edit with our company logo and our own welcome text.
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?
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…
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.
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