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How do I Create End-Users from the Ticket Editor?

    Agents can add new end-users to GoTo Resolve directly from the ticket editor.

    Remember: This feature is not available with a Free subscription. Check out which subscription you need to get the most of GoTo Resolve.
    1. Sign in to the Console at
    2. Go to Helpdesk and open a ticket or create a new one.
      The Ticket details page appears.
    3. Click the Submitted by field and then click Add new user.
      The Add new user editor is displayed on the right.
    4. Fill in the end-user's details:
      Remember: You cannot create an end-user whose email address is already associated with a GoTo account. However, you can still add that user to your GoTo Resolve account’s list of end-users from here.
      • First name - First name of the end-user.
      • Last name - Last name of the end-user.
      • Email - Email address of the end-user. A GoTo account will be automatically created for the user with this email address. If the end-user already has a GoTo account, you can't create a new account for that user.
      • Position - End-user's position at the company.
      • Company - Name of the end-user's employer.
      • Phone - Contact number of the end-user.
      • Notes - Any note about the end-user's issue that may help agents when getting in touch with the user.
      • Send welcome email - The welcome email contains a link to the End-user Portal where the user can view and track their helpdesk tickets. Unless you send a welcome email, that user will not be able to log in to the End-user Portal.
    5. Save your changes.
    Results: You can now create tickets on behalf of the new user by selecting the user from the Submitted by field.
    Note: Once you create an end-user, you cannot remove it from the system.
    What to do next: When you create an end-user in the ticket editor, a GoTo account is automatically created for that user. A GoTo account creation does not automatically give the end-user a GoTo Resolve product license.
    Article last updated: 28 February, 2023