Know where your IT service stands with help desk reporting

Dig into the details of IT support activity with GoTo Resolve's helpdesk reporting. From remote session reports to ticketing metrics — see how your IT service measures up.

Better service starts here

While IT agents respond to issues, GoTo Resolve's help desk reporting tool gathers valuable information, such as:

  • Helpdesk ticket volume, overall and by status
  • Tickets by agent
  • Ticket statistics
  • Session duration and session type (Attended, Unattended, Camera Share)
  • Agent information or IP address
  • End-user information (name, IP address, and device type)
  • Session records

GoTo Resolve’s help desk reporting user interface visual.

What can you do with service desk reports?

By keeping track of your support sessions and help desk ticket details, you'll always know how your IT teams are doing and where they can improve.

Help desk reporting allows service managers to make educated decisions in the moment, and to forecast ways to use the data to predict future issues.
A service manager using GoTo Resolve’s reporting capabilities to plan for the future.
Go beyond the numbers. Whether you’re looking for specifics or clarifying what happened in a session, agent session notes are stored alongside the data to give context to the ticket.
GoTo Resolve ticketing history graphic showing agent session notes.

GoTo Resolve is more than just help desk reporting

Advanced features and capabilities make more possible for remote and in-house teams.

  • Conversational ticketing

    Modernize your IT help desk by bringing the support request process onto the messaging platforms your teams are already using, like MS Teams.
    Learn More >
  • Agent collaboration

    Don’t leave customers on wait on hold while agents hunt down answers. Bring senior problem solvers into a session or seamlessly hand off calls for expert assistance.
    Learn More >
  • Background Access

    Get more done without disrupting work. Fix problems or execute maintenance tasks, without interrupting the current user’s workflow.
    Learn More >

See what customers love about GoTo Resolve

GoTo Resolve at-a-glance

Simplify problem-solving for both IT and employees. Receive requests, triage problems, and fix issues fast.

Explore GoTo Resolve >
  • Streamline support and respond, act, and resolve issues – all in one place.

    Streamline support

    Respond, act, and resolve issues – all in one place. Now getting help is as easy as having a conversation.
  • Maximize productivity with time-optimizing features like unattended access.

    Maximize productivity

    Time-optimizing features like unattended access and multi-session handling let agents and employees get more done.
  • Make secure IT simple and keep systems safe while business stays up and running.

    Make secure IT simple

    With enterprise-grade security and consumer-grade ease of use, systems stay safe while business stays up and running.

Start using help desk reporting now with a free trial of GoTo Resolve.

The more you know, the better. Get more out of help desk data to improve and streamline service.