How to display a custom helpdesk email address to your end-users?

You can create a helpdesk service with a "vanity" email address that is easy to remember for your end-users.

Setting up a custom helpdesk email address needs you to do the following:

Define a custom email address in GoTo Resolve. This allows your end-users to see a custom sender name in your emails.
Reroute your emails in your email client, such as Microsoft Outlook, or Gmail, from the custom address to the original address of your helpdesk service. This makes sure that when your end-users create a helpdesk ticket from an email, your GoTo Resolve helpdesk service receives that email.

In GoTo Admin, go to the Settings > Helpdesk page.
On the Helpdesk services tab, select a service that you have set up.
On the Overview page, select Edit details.
Type the Custom email address that you want to use to send emails to end-users.
Type the Sender name that will be displayed for end-users as the message's sender.
Choose a name that best identifies your company or service.
Save your changes.
You will receive a verification code to the custom email address that you have defined.
In the Verify your email address window, type the code that you have received. Then select Verify.
If you haven't received a code, select Resend verification email.

What to do next: After setting up a custom email address for your helpdesk service, make sure you reroute your emails from the custom address (for example, helpdesk@mycompany.com) to the original address of your helpdesk service (for example, helpdesk@mycompany.gotoresolve.com). Otherwise, your end-users will not be able to create tickets. For information on the forwarding rules of the most commonly used email clients, see the Microsoft and Gmail support sites.

Frequently Asked Questions

What if I no longer want to use a custom email address?

You can remove this setting in GoTo Admin. To do so,

Select the helpdesk service that you want to modify.
On the Overview page, hover over the name of your custom email address.
Select the bin icon on the right.
Verify that you no longer want to use your custom email address with the helpdesk service.

What if my auto-generated ticket is not created?

GoTo Resolve rejects all emails with at least one of the following information in the email header.

Precedence = bulk
Return-Path = 'MAILER-DAEMON'
auto-submitted = 'auto-generated' or 'auto-replied'

Can I pre-authorize emails coming from GoTo so that they are not blocked?

You can add our IP addresses to your DNS sender policy framework (SPF) records to authorize our emails. To do so, add the following IPs to your SPF:

149.72.131.17
149.72.155.253

Article last updated: 22 July, 2024

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