You can edit existing tickets any time to update their details.

1. Sign in to the Console at http://console.gotoresolve.com.
2. Go to the Helpdesk page and select a ticket.
3. You can add the following details to a ticket on the Ticket details tab:

   Ticket detail	Description
   Status	Status of the ticket that describes the agent's progress. The following statuses are available: Open The ticket has been created and is waiting to be addressed. In Progress An agent started working on the ticket. On Hold The ticket is assigned, but work is temporarily put on hold. Blocked The agent cannot continue work on the issue. Blocked generally means that the ticket cannot progress because there is a dependency. For example, someone was waiting for customer response, or a dependent feature release. Agents can use this status to stop progress until the blocker of the ticket is removed. The Blocked status also stops time tracking. Backlog The ticket is added to the agents' backlog for further investigation. Resolved The issue is resolved and the ticket can be closed. Closed The ticket is closed. Cancelled The ticket is no longer relevant.
   Subject	Enter a short description of the issue. This field cannot be empty.
   Summary of the issue	Add details of the issue. As best practice, you should add as much detail as possible about an issue to make it easier for agents to find a resolution. To create an AI-generated summary of the issue based on the content of the ticket, select Generate summary at the top of the page. You can Copy the summary to the Summary of the issue field. You can also use standard formatting options, such as bold, italic, lists, headings, hyperlinks, line breaks, quotes, and even adding separators in your description to make it easy to read. When inserting inline images, those are added as attachments.When an end-user creates a ticket from an email, the formatting of the original email is also preserved in email notifications.
   Assigned to	Assign the ticket to an agent in your organization. You cannot assign tickets to people outside your organization.
   Submitted by	Name of the agent who created the ticket or name of the end-user for whom the ticket was created.
   Category	Select a category for your ticket. Categories are defined in GoTo Admin for each helpdesk service individually. Categories are listed in alphabetic order, and you can also search them by starting to type the name of a category. See Add helpdesk services in GoTo Admin
   Due date	Set a date by when the ticket should be resolved. When you have turnaround time defined, Set by your helpdesk is displayed and you cannot change a ticket's due date.
   Priority	Set the urgency of the ticket. Default priority is Medium. This field cannot be empty.
   Cc	Select a user to add as a follower to the ticket. The follower will get email notifications when there's a change in the ticket.
   Labels	Add labels to tickets to easily identify which ones require attention.
   Tenant	Associate the ticket with a tenant. Only available if you have tenants set up.
   Comments (text box)	Add comments to the ticket. Similarly to the Summary of the issue field, you can use the toolbar above the field to apply formatting to your comment. When the end-user receives an email with the agent's comment, the email preserves the text formatting of the Comments field. When you enter text in the Comments text box, the Hide comment from end-user checkbox becomes visible. Select this checkbox before selecting Add comments if you do not want the end-user to receive a notification about the creation or modification of a ticket. You can also include files in your comment by selecting Attach files to comment.
   Comments (history)	You can edit or delete comments that agents added to the ticket.

4. Save your changes.