Manage helpdesk ticket labels in the Console

Agents can label tickets to easily identify which ones require their attention.

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 do one of the following:
- To add labels without opening a ticket, open the Helpdesk page and switch to list view. Then select a ticket by its checkbox on the left. The Manage tickets side panel opens.
- To add labels from a helpdesk ticket, open one. The Ticket details page appears.
Labels already added to the ticket are displayed right next to the Labels field.
To add the relevant labels to the ticket, select Add new.
- To add existing labels to a ticket, select their names.
- To create a new label, select Add new or manage at the bottom of the list. In the Edit labels side panel on the right, name your new label at the bottom of the list and select Add.
- To remove a label from a ticket, click its name next to the Labels field.
Save your changes.

Results: On the Helpdesk page, labels are displayed in the Labels column.

Modify existing labels

You can rename labels, change their colors, or delete unused ones.

Go to the Helpdesk page and make sure you are in list view.
Select a ticket by its checkbox on the left.
The Manage tickets side panel opens.
Under Labels, select Add new.
Available labels are listed.
Select Add new or manage at the bottom of the list.

The Edit labels side panel opens.
Choose one of the following:
- Select Pick a color to change the color of the label.
- Select Edit to rename the label.
- Select Remove to delete the label.
Tip: You can enter a name in the Add new label field and select Add to create a new label.

Results: When you have multiple custom ticket labels, you can merge them to reduce the number of non-essential ones. To do so, when you rename a label, make sure the new name matches the name of an existing one. Tickets with a label that you rename will automatically inherit the new label.

Frequently Asked Questions

Can I see all available labels?

Yes. When you create or edit a ticket, all available labels are listed in the Labels field when selected.

Can I remove unused labels from a ticket?

Yes.

Open a helpdesk ticket and select the Labels field.
Select Add new or manage at the bottom.
In the Edit labels side panel on the right, select the bin icon next to the label you want to remove.

Removing a label does not delete tickets associated with that label.

Article last updated: 4 July, 2025