Use tenants to group your devices
All you want to know about using tenants in GoTo Resolve.
Setting up a tenant allows you to create a cross-functional connection that links devices, helpdesk tickets, and assets to a single customer in GoTo Resolve. Tenants are represented in the following areas of GoTo Resolve:
The following questions aim to answer everything you need to know about working with tenants in GoTo Resolve.
What are tenants?
Tenants allow you to group your devices, helpdesk tickets, and assets based on the organizations you support. Tenants can either be different companies that you support or offices in different geographical locations.
Who should set up tenants?
When you support multiple customers, you should set up a tenant for each of your customers. This also means that it does not make sense to set up a tenant when you only have one customer. You can simply use device groups to differentiate between the departments of a company that you support.
What's the difference between companies and tenants?
Both represent a customer. Companies are added in GoTo Admin, while tenants are added in the Console. When you have companies, you can assign your agents to separate companies to support. With tenants, you only create a single company in GoTo Admin and then a tenant for each customer you have in the Console. In this case, your agents will see all the devices, Helpdesk tickets, and assets of all your customers.
How to create tenants?
Tenants can be created on the Tenants page in the left navigation bar. Optionally, when devices are grouped by tenants on the Devices page, click Manage tenants in the top-right corner. This takes you to the Tenants page, where you can create your tenant. See How to create tenants in GoTo Resolve.
How does having tenants affect the Dashboard?
- Single-company Dashboard: If neither tenants nor sub-accounts are added in the Partner Portal, the Dashboard only displays information about the selected company.
- Tenant-based Dashboard: If there is a tenant added to the company, the Dashboard changes to a multi-tenant layout and it groups devices in Dashboard widgets based on the tenant they belong to.
How are tenants displayed on the Devices page?
One of the most visible differences between companies and tenants is how they are displayed on the Devices page. When devices are added to different companies they are only displayed within the selected company's view; however, if devices are added to the same company but to different tenants within that company, then all devices of all tenants within the company are listed on the Devices page. From here, you can sort, filter, and search devices by tenants as follows:
- A Tenants tab at the top of the page lists all your tenants and the number of devices they have.
- A Tenant column on the Individual devices and Device groups tabs is displayed in the devices list that allows you to sort devices.
- A Tenant filter is available as a filtering option. See How can I filter devices?
How do tenants impact ticketing in Helpdesk?
Is there a report available on tenants?
How does a tenancy work with assets?
Similar to Helpdesk tickets, your assets can be linked to tenants, rather than companies or device groups. This allows you to sort, filter, and search by the tenant's name on the Inventory page. When you sync managed devices, their tenant information is also synced. See Working with tenant information in the Inventory,
Are there any upcoming improvements?
Yes. Upcoming improvements include the ability to add agents directly to a tenant rather than only to a device group, and the introduction of multi-tenancy in remote execution, patch management, endpoint protection, and alert management.