Create end-users in LogMeIn Resolve
In the Customer Portal, end-users are the people who submit and track support tickets in your helpdesk system. Whether they're employees needing IT support or customers seeking assistance, understanding how to manage their accounts effectively is crucial for providing excellent support. The Customer Portal offers two types of user account access to accommodate different support scenarios.
Weak association - limited account access
- Support external customers who need occasional help
- Want to allow quick ticket creation without account management overhead
- Prefer to keep customer records separate from your internal user management
You can let end-users create their own accounts through email or Microsoft Teams, or create accounts manually during ticket creation or asset assignment in the Console. Each method has its own advantages, and understanding these creation methods helps you choose the most efficient approach for your support needs.
When an end-user sends an email for the first time, the system automatically creates accounts and determines their display names based on their email address structure. For email addresses containing dots, the system uses the dot to separate first and last names - for example, claire.johnson@myorg.org becomes "Claire Johnson" and c.johnson@myorg.org becomes "C Johnson".
However, when an email address doesn't contain a dot, like clairejohnson@myorg.org, the system copies the entire name portion before the @ symbol and uses it for both first and last names, resulting in "Clairejohnson Clairejohnson".
To avoid potential naming inconsistencies with regular users, it's recommended to create full access accounts for them before they submit their first ticket through email.
Strong association - full account access
Full account access provides comprehensive user management capabilities for organizations that support internal employees or need regular user management. This level of access enables you to update user information at any time, integrate with other GoTo products, and maintain consistent user records across your organization. With features like group management and Entra ID (formerly Active Directory) synchronization, IT teams can efficiently organize users and maintain accurate support records in a single, centralized system.
Users created in GoTo Admin don't require additional product licenses - the member role provides all necessary helpdesk access. Through GoTo Admin, you can manage user information, group memberships, and support history while maintaining full control over account settings. Each end-user receives a complete GoTo account that works across all GoTo products, making it easy to expand services when needed. Upon creation, end-users receive an email to set up their password and can immediately begin submitting tickets through the Customer Portal.
