The fastest way to understand GoReportIt is to watch one ticket travel through it. Below is a complete example: setting up a workspace, raising an issue, and resolving it. Meet Northwind, a small company standing up a help desk for the first time.
Step 1: Create the workspace
Priya signs up at goreportit.com with her work email, confirms the link in her inbox, and her workspace is live. As the person who created it, she is the first admin. She lands on a short setup checklist that guides the next few steps.
Step 2: Set up the structure
Before inviting anyone, Priya sketches out how Northwind reports issues.
- Companies and groups. Under Companies she adds one company, "Northwind", with two groups: "Warehouse" and "Office". Groups are how she will later see which part of the business reports the most.
- Categories. She keeps the starter categories and adds one of her own, "Equipment", from the Categories page. Renaming a category later will carry every ticket with it, so she does not have to get this perfect on day one.
- Seats and team. Northwind will have two people working the queue, so Priya buys two staff seats on the Billing page (the free trial means nothing is charged yet). Then, from Users, she invites Sam as an agent and leaves the invite to let Sam set his own password. Everyone else at Northwind will be a reporter, which is free and unlimited.
That is the whole setup. It took a few minutes, not a project.
Step 3: A reporter raises a ticket
Dana in the warehouse cannot get the label printer working. She opens her portal, clicks New Ticket, and fills it in:
- Title: "Label printer offline"
- Description: what she sees, plus a photo of the error screen
- Priority: high (the line is blocked)
- Category: Equipment
She submits, and the ticket becomes #1 in the workspace. Because it is a high priority ticket, GoReportIt immediately alerts the right person rather than letting it sit.
Step 4: The alert reaches the right person
Northwind set up an on-call rotation for high and urgent tickets. It is a weekday afternoon, and the rota says Sam is on call. So instead of emailing the whole team, GoReportIt sends the alert to Sam alone, by email and push. GoReportIt also records who was paged, so there is a permanent answer to "who was on call when this happened", even if the schedule changes later.
Step 5: Triage and work the ticket
Sam opens the queue, sees ticket #1, and gets to work:
- He sets the status to "in progress" and assigns the ticket to himself, so it is clearly owned.
- He adds an internal note for his colleague ("looks like the driver, not the hardware") that Dana will never see.
- He posts a comment to Dana asking her to power-cycle the printer. Dana gets a notification, replies on the same ticket, and attaches a new photo.
Every one of these changes is written to the ticket's history, with who did it and when.
Step 6: Resolve and close the loop
The power cycle works. Sam sets the status to resolved and leaves a final comment explaining the fix. Dana is notified that her ticket is resolved, and can reopen the conversation if it comes back. The whole exchange, decision and outcome lives on ticket #1, not scattered across email and chat.
The next morning
Priya opens her dashboard and sees the numbers at a glance: one ticket resolved, none unassigned, and the Warehouse group accounting for this week's report. She also gets a short morning brief email summarising what came in overnight. Nothing quietly piled up.
That is the whole loop
Report, alert, triage, resolve, review. GoReportIt's job is to make that loop fast and visible: one queue, clear ownership, alerts that reach the right person, and a full history you can trust.
Want the step-by-step version for your own workspace? Read the user guide, see all the features, or take the tour.