View and manage helpdesk ticket statuses in GoTo Admin

Admins can view how helpdesk ticket status names and types are linked, as well as edit and delete custom statuses.

You can view the mapping between ticket status names and types, but you can't change those yet.

Sign in at https://admin.goto.com.
Go to Settings > Helpdesk.
On the Helpdesk services tab, select a service where you want to view available ticket statuses.
You can view status mappings on the Ticket Statuses tab.

Create and manage custom ticket statuses

You can create new ticket statuses and remove unused ones. However, you must keep in mind the following information:

Every ticket status has a name and a type. For example, the status called Backlog has a type called blocked by default.
You can set separate statuses for each helpdesk service. For example, an IT helpdesk service may require different statuses from an HR or Finance helpdesk service.
There are four distinct ticket status types: Open, In progress, Blocked, and Closed. You can't add new ticket types.
Every ticket status type must have at least one named ticket status. For example, when you have three different blocked-type statuses, but for some reason you no longer want to track blocked tickets, you can remove only two of these statuses, so that one remains.
You can only change the type of an existing status as long as there is at least one named status of a given status type. For example, when you only have one status with a blocked status type, you cannot change its type.

On the Helpdesk services tab, select a service where you want to change ticket statuses.
Select Add custom status in the top-right corner.
Name your new status and select its type.
Save your changes.
Result: The order of the statuses in GoTo Admin impacts the order of ticket columns in the card view of the LogMeIn ResolveConsole, as well as the order of statuses in the relevant drop-down lists.

Edit an existing ticket status

On the Helpdesk services tab, select a service where you want to change ticket statuses.
Hover over a ticket status that you want to modify and select Edit Custom status.
Change the name of the status, then select Save.

Note: You can only change the name of a custom status, not the type that is tied to the custom status.

Delete custom ticket statuses

On the Helpdesk services tab, select a service where you want to delete ticket statuses.
Hover over a ticket status that you want to remove and select Delete Custom status.
Result: The Delete this custom status? dialog appears.
Decide which status tickets with the deleted custom status inherit from the Status drop-down menu, then select Delete.
If there is an error during deletion, the selected status will not be deleted and all your tickets will keep their original status. In this case, select Try again.
Important: Make sure you keep the dialog open until all tickets are moved to the new status. If you close the dialog, LogMeIn Resolve cancels the deletion of the selected status.

Frequently Asked Questions

Can I have more than one named status with an Open status type?: No. The Open status type is an exception, which marks your incoming helpdesk tickets.
How many named statuses can I have for In progress, Blocked, and Closed statuses?: You can have as many as you find reasonable.
Are statuses localized?: Yes, the default statuses are localized to all languages available in LogMeIn Resolve. However, if you rename a status to make it custom, the new status name will be displayed in all languages. Changing the status name back to default re-enables localization. See What languages does LogMeIn Resolve support?
What happens to the status of a ticket after transferring it to another helpdesk service?: The status of transferred tickets changes to Open in the target helpdesk service.
Can end-users close tickets in the Microsoft Teams app?: No, only agents and admins can close tickets.

Article last updated: 17 June, 2025

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