The most recent content from our members.
It would be really nice if multiple users could be assigned to a single ticket, as some issues require different areas of expertise.
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…
Ticket system needs many things. Auto-assignment ability With configurable logic like auto assigning ticket to user with least amount of tickets currently assigned to them. I am tired of manually assigning tickets to my agents when they are too busy to get in and get tickets in the Open queue. there should be a consistent…
Please add Resolution as a field that displays in the end-user portal. Along with this, please add Resolution as a field that can be included in email notifications to end-users. Tickets that include a lot of troubleshooting notes (and generate corresponding email messages) can be very tedious for end-users to read…
We are currently evaluating Goto Resolve and have many users who do not speak English or speak it very poorly. The emails our users receive for the tickets they have opened in the helpdesk are exclusively in English. It would be nice to set the language for the mail events either globally or depending on the language set…
It would be very useful to have one-click quick filters available in the LogMeIn Resolve Helpdesk ticket view. At the moment, filtering tickets requires users to manually adjust filter options, which adds unnecessary clicks and slows down day-to-day ticket management. A set of preset quick filters would make it much easier…
Good afternoon! I really think all helpdesks would benefit from allowing the ticket search to pull from the ticket description/updates. We often get tickets created with an inaccurate title, so when we go back to search through tickets, the keywords we're looking for aren't in the title. Being able to pull tickets up based…
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?
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…
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