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How do I add helpdesk services in GoTo Admin?

Helpdesk services are communication channels between end-users and agents. Admins can set up helpdesk services to provide support related to a particular area: whether it is IT, finance, or something specific to your business, you can define those areas in GoTo Admin.

Before you begin: You must be assigned an Admin or Super admin role to perform this task.
Tip: Any admin in 'Admin' or 'Super admin' role can create a helpdesk service in your organization.
Remember: This feature is not available with a Free subscription. Check out which subscription you need to get the most of GoTo Resolve.

Watch this video on adding helpdesk services:

  1. Sign in to GoTo Admin.
  2. Go to the Settings > Helpdesk page.
  3. On the Helpdesk services tab, select Add servicing group.
    Note: Some of the most common services are pre-defined for you.
    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.
  4. 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 - which is on a domain that your company owns - 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 - which is on a domain that your company does not own, like a Gmail address - 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?
  5. Save your new helpdesk service.
  6. On the Helpdesk services page, select the service that you have created.
  7. Select Add users in the top-right to add existing agents to your service. Click Add member when you're done.
    Note: You can only add users with a valid GoTo Resolve license.
  8. 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.
  9. Name your category and Save it.
    Note: You can add multiple ticket categories to a service.
Results: Agents and admins can now use the new helpdesk service in the Console.

Frequently Asked Questions

Why do I have a random string in my helpdesk service's email address?
Your helpdesk service's email address may look like this: itsupportagent@gmail-1bbe8da349eb4945.gotoresolve.com In this case, the 1bbe8da349eb4945 string is automatically added to make your service unique. This may happen in the following cases:
  • You do not own the domain of your email address - When you set up an account, for example with a Gmail address, where you do not own the @gmail.com domain, your helpdesk service's email address must be made unique. Otherwise, two companies who use Gmail accounts and create the same helpdesk service, called itsupportagent, would try to use the same itsupportagent@gmail.gotoresolve.com email address. That random string uniquely identifies your helpdesk service.
  • You have created another account already - Even if you own the domain of your email address, such as myorg.com, you have created an account previously, probably for trial purposes. Since now you have two accounts and you try to create two helpdesk services with the same name, GoTo Resolve makes sure that those services will have unique email addresses, such as itsupportagent@myorg-a2fe8c834741af45.gotoresolve.com.
Article last updated: 5 July, 2023