You can learn from this article how to add helpdesk services to your account.

1. Go to the Helpdesk page in GoTo Admin. Do one of the following:
   • Option 1:
     • Go to the Helpdesk page and click the helpdesk service selector drop-down.
     • Choose Add new helpdesk service at the bottom of the list.
       
   • Option 2:
     • Sign in to GoTo Admin at https://admin.goto.com.
     • Go to Settings > Helpdesk.
   • Option 3:

     While transferring a ticket, choose Add new helpdesk service at the bottom of the helpdesk service drop-down.

2. On the Helpdesk services tab, select Add servicing group.
   Note: Some of the most common services are pre-defined for you.
3. Name your service, add a description, and type the email address that you want to associate with the service.
   Tip: Any admin in your company (in Admin or Super admin role) can create a helpdesk service. However, the email address of that service depends on the following:

   • When an admin with a work email - a company email address - creates a helpdesk service, the service's email address will have the following format:

     <email address that you've defined>@<company>.gotoresolve.com.

     Let's say, you create a service, called IT Support and you add itsupportagent to its email address. In this case, the full email address will be itsupportagent@mycompany.gotoresolve.com

   • When an admin with a non-work email creates a helpdesk service, its email address will include random characters in the following format:

     <email address that you've defined>@<non-work domain>-<random number>.gotoresolve.com.

     For example, itsupportagent@gmail-1bbe8da349eb4945.gotoresolve.com.

     Since other GoTo Resolve users outside your company may create a helpdesk service with a Gmail account and name it the same way as you do, this random string helps uniquely identify the helpdesk service for your company.

   Important: Defining an email address lets your end-users create tickets from email. See How do I Create Tickets in the Console?
4. On the Helpdesk services page, select the service that you have created.
5. Select Add members in the top-right to add agents to your service.
6. On the Ticket Categories tab, select Add ticket category.
   Tip: You can also access the ticket category page directly from the Console:

   • While creating a new ticket: on the Ticket details page of the Console, select Add categories at the bottom of the Category drop-down.
     
   • While transferring a ticket: on the Transfer ticket page of the Console, select Add categories at the bottom of the Select category drop-down.
7. Name your category and Save it.
   Note: You can add multiple ticket categories to a service.