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About end-user creation in GoTo Resolve

In GoTo, end-users can be created from emails, through the Microsoft Teams integration, from the helpdesk ticket editor, and even in GoTo Admin.

The most important difference between how users are created in GoTo is the way they are associated with your account:

Weak association
The end-user is created in GoTo, but you won't see them under your account in GoTo Admin. This happens in the following cases:

These users will exist in GoTo and will be able to use the Customer Portal to track their tickets, but you won't be able to see and manage these end-users in GoTo Admin. That is, you can't update their names.

The advantage of weak association is that end-users can automatically create GoTo users for themselves (without creating a GoTo user account) and you don't have to organize end-users in GoTo Admin to groups to separate them from your agents and admins.

Strong association
The end-user is created in GoTo Admin (a GoTo user account is created) and appears under your account as any other agent or admin. In GoTo Admin, you can create users manually, import them from CSV, or set up Active Directory syncing.

The advantage of strong association is that you can manage your end-users in GoTo Admin: update their names or even remove them from the system if you no longer want to support them. An additional benefit is that these users become not only GoTo users, but GoTo users as well; therefore, if they want to have other GoTo product accounts, those can also be managed without adding another user account.

Tip: Purely from a user management perspective, when you provide helpdesk support for the employees of an organization, it may be better to create end-users in GoTo Admin. Whereas when you provide ad-hoc support to your customers, you probably want to see them in GoTo only and don't want to manage your end-users' details.

How are end-users named in GoTo Resolve?

When an end-user is created from an email

An end-user can create a helpdesk ticket by sending an email to your helpdesk service's email address. When GoTo receives the email, it creates a user based on the structure of the email address:

  • When the end-user's email address contains a dot, that dot will separate first and last names. For example, an email from the address will create an end-user, called "Claire Johnson". Similarly, an email from will create an end-user, called "C Johnson".
  • When the end-user's email address does not contain a dot, first and last names will be identical. For example, an email from the address will create an end-user, called "clairejohnson clairejohnson".
Tip: To avoid confusion about who your end-user is, you can create a GoTo user in GoTo Admin under your account. This way, you can make sure that when the end-user creates a helpdesk ticket from an email, that ticket will have a real customer name.
When an end-user is created from Microsoft Teams

The GoTo Teams integration allows end-users to create and track helpdesk tickets directly in Microsoft Teams. A ticket created in Teams will have the name of the end-user as displayed in Microsoft Teams.

When an end-user is created from the ticket editor or in GoTo Admin
In these cases, you can type the name of the end-user, so you can name them any way you want.

Frequently Asked Questions

I've added an end-user from the ticket editor and misspelled her name? How can I update it?
Currently, you can't update a user's name in GoTo. However, you can create the user in GoTo Admin with the same email address. As soon as the user exists in GoTo Admin, you can change their name. This will update the end-user's name in GoTo as well.
How can I separate my end-users from agents in GoTo Admin?
You can create user groups to organize users in GoTo Admins. You may want to create a group, called "End-users" for your end-users to better identify them.
I have created a user in the GoTo helpdesk ticket editor, but I can't see it in GoTo Admin.
That's because only those users are visible in GoTo Admin who were created directly in GoTo Admin. An end-user created in any other way (from email, in Microsoft Teams, or from the ticket editor) is available in GoTo only.
Can I get a list of my end-users' tickets?
Yes. In the Console, go to Reporting and select Helpdesk reports. Select a date range for your search and make sure you group your report by End User. You can also select a user to see their tickets only. By clicking on a ticket, you can even view its details in the ticket editor.
There's a lot more you can do on the Reporting page. For more information, see Working with Helpdesk Reports.
Article last updated: 16 June, 2023