Add comments to a ticket in the LogMeIn Resolve Console

Comments generally contain important additional information for agents about the end-user's issue.

Remember: This feature is not available with a trial subscription. Check out which subscription you need to get the most of LogMeIn Resolve.

Sign in to the Console at http://console.gotoresolve.com.
Go to the Helpdesk page and select a ticket.
Add your comments to the Comments field at the bottom of the page.
To add an AI-generated reply as a comment based on the content of the ticket, select Generate reply on the right of the Comments field. You can also use standard formatting options, such as bold, italic, lists, headings, hyperlinks, line breaks, quotes, and even adding separators in your description to make it easy to read. When inserting inline images, those are added as attachments. When you update a ticket, choose Add comments to save your comment, or choose Cancel to discard it.
Note: To leave an internally visible comment that the end-user cannot see, select the Hide comment from end-user checkbox.
Optional: Select Attach files to comment to add file attachments to your comment.
To remove an attachment, hover over the file and click X in the top-right corner.

Results: Your comment is added to the ticket, no need to save it.

Tip: You can set up alerts when a ticket is created or modified. See Set up email notifications in GoTo Admin.

Edit a comment

You may want to edit or delete one of your existing comments. Here's how:

On the Helpdesk page, select the ticket where you want to change a comment.
Find the comment under Comments at the bottom of the page.
On the right of the comment, select the three dots and choose Edit comment to modify or Delete comment to remove your comment.

Note: You can't edit another agent's comment.

Article last updated: 4 July, 2025