Add followers to helpdesk tickets in LogMeIn Resolve
Followers are end-users who receive email notifications on changes to a helpdesk ticket. You can add any number of followers to a ticket.
Remember: This feature is not available with a trial subscription. Check out which subscription you need to get the most of LogMeIn Resolve.
- To add a follower, select the Cc field.
- To add existing users as followers, start typing their name and select the users from the list.
- To add a new follower to a ticket, select Add new user. You can add user details in the Edit user pane on the right. See Create end-users from the LogMeIn Resolve ticket editor
- To remove a follower from a ticket, click their name next to the Cc field.
- To add existing users as followers, start typing their name and select the users from the list.
Frequently Asked Questions
- How many followers can I assign to a ticket?
- As many as you deem necessary.
- Can I set another agent as a follower?
- Yes, but depending on the helpdesk service's email notification settings, an agent may not get notified on certain changes. It is up to an admin to make sure the proper email notification events are defined for agents and end-users in GoTo Admin. Followers receive notifications on events that are set for end-users.
- Can an end-user add followers from an email?
- Yes. When you create a helpdesk ticket from an email, you can add followers to the CC field. These users will be automatically added as followers to the ticket. When a follower - created from an email - does not have an end-user account yet, LogMeIn Resolve creates a GoTo account for them.