Create a LogMeIn Resolve ticket from an email
All you need to know is the email address of the helpdesk service where you want to create a ticket. Ask your LogMeIn Resolve administrator for the proper email address.
Remember: This feature is not available with a trial subscription. Check out which subscription you need to get the most of LogMeIn Resolve.
Note: Administrators should assign an email address to the helpdesk channel when adding helpdesk services.
When you create a new helpdesk ticket from an email, you should consider the following:
- You can use any email client, such as Microsoft Outlook to create a helpdesk ticket
- Send your email to the email address of the helpdesk service
- The subject of your email will be the subject of the ticket
- The content of your email will be the summary of the issue. 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.
- You cannot create tickets from auto-generated emails. When an email has an auto-submitted: auto-generated header, it won't create a helpdesk ticket.
Note: You cannot customize the auto-reply that the system sends when a ticket is created.
Tip: You can set up alerts when a ticket is created or modified. See Set up email notifications in GoTo Admin.
Note: Tickets are kept permanently in LogMeIn Resolve until you manually delete them. This applies to tickets created in the Console, Microsoft Teams, and on mobile as well.
For more ticketing-related questions, see our Ticketing FAQs.
Getting help from AI to create a ticket
GoPilot, our AI solution helps agents provide quicker support for end-user issues by adding information to a Helpdesk ticket based on the end-user's email. It scans the title and content of the email and automatically adds the following information to tickets:
- Category (the best available match)
- Priority (medium by default)
- Labels (if available)
- Custom fields (if available)
Article last updated: 10 December, 2024
