About the End-user Portal
End-users of GoTo Resolve can create helpdesk tickets and monitor their progress in the End-user Portal. Every user can see those tickets only that either they have created or were created on their behalf.
The End-user Portal is available for every user of GoTo Resolve, whether you are an admin, an agent, or someone with no product license at all. When an agent or an admin signs in to the Portal, they are treated as end-users and see only those tickets that they have created for themselves. After signing in, you have the following experience:
How does it work?
First, you should add your end-users to GoTo Resolve by creating user accounts in GoTo Admin. Notice that your end-users can sign in to and use the Portal without a product license. End-users only need an account so that GoTo Resolve can identify them.
On user creation, GoTo Resolve even sends an automatic message to users with the details of where to sign in to the Portal.
When an end-user signs in to the Portal, they can create tickets, and add comments and attachments to existing tickets.
Are there any limitations to the End-user Portal?
- End-users can see those tickets only that were created in the Portal. In other words, tickets that are created in the Microsoft Teams or Slack integration, or from an email are not displayed in the Portal.
- Although end-users do not need a GoTo Resolve product license, they must be manually added to GoTo Resolve as users. See How do I add a user?
- After creating a user in GoTo Admin, it takes up to 60 minutes for a user to be able to sign in to the Portal.
- End-users do not receive an automatic email about how to access the Portal. It is the admin's responsibility to distribute the URL of the End-user Portal.
- The Portal does not support Microsoft Internet Explorer 11.