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.
- Sign in to the Console at http://console.gotoresolve.com.
- Go to Helpdesk and open a ticket or create a new one.
The
Ticket details page appears.
- Click the Submitted by field and then click Add new user.
The
Add new user editor is displayed on the right.
- 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.
- 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.
