Add helpdesk services in GoTo Admin

Helpdesk services are communication channels between end-users and agents. Admins can set up helpdesk services to provide support related to a particular area: whether it is IT, finance, or something specific to your business, you can define those areas in GoTo Admin.

Before you begin: You must be assigned an Admin or Super admin role to perform this task.

Tip: Any admin with an Admin or Super admin role can create a helpdesk service in your organization.

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

Sign in at https://admin.goto.com.
Go to the Settings > Helpdesk page.
On the Helpdesk services tab, select Add servicing group.
Note: Some of the most common services are pre-defined for you.
Tip: You can also access the ticket category page directly from the Console:
- While creating a new ticket: on the Ticket details page of the Console, select Add categories at the bottom of the Category drop-down.
- While transferring a ticket: on the Transfer ticket page of the Console, select Add categories at the bottom of the Select helpdesk service drop-down.
Name your service, add a description, and enter the email address that you want to associate with the service.
Tip: Any admin in your company (with an Admin or Super admin role) can create a helpdesk service. However, the email address of that service depends on the following:
- When an admin with a work email — which is on a domain that your company owns — creates a helpdesk service, the service's email address will have the following format:
  <email address that you've defined>@<company>.gotoresolve.com.
  
  Let's say, you create a service called IT Support and define itsupportagent as the local-part of the email address. In this case, the full email address will be itsupportagent@mycompany.gotoresolve.com.
- When an admin with a non-work email — which is on a domain that your company does not own, like a Gmail address — creates a helpdesk service, its email address will include random characters in the following format:
  <email address that you've defined>@<non-work domain>-<random number>.gotoresolve.com.
  
  For example, itsupportagent@gmail-1bbe8da349eb4945.gotoresolve.com.
  
  Since other LogMeIn Resolve users outside your company may create a helpdesk service with a Gmail account and name it the same way as you do, this random string helps uniquely identify the helpdesk service for your company.
Important: Defining an email address lets your end-users create tickets from email. See Create tickets in the LogMeIn Resolve Console
Save your new helpdesk service.

Add users to the helpdesk service

On the Helpdesk services tab, select the service that you have created.
Select Add users in the top right to add existing agents to your service. Select Add member when you're done.

Note: You can only add users with a valid LogMeIn Resolve license.

Add categories to the helpdesk service

On the Ticket Categories tab, select Add ticket category.
Tip: You can also access the ticket category page directly from the Console:
- While creating a new ticket: on the Ticket details page of the Console, select Add categories at the bottom of the Category drop-down.
- While transferring a ticket: on the Transfer ticket page of the Console, select Add categories at the bottom of the Select category drop-down.
Name your category and Save it.

Note: You can add multiple ticket categories to a service.

Results: Agents and admins can now use the new helpdesk service in the Console.

Frequently Asked Questions

Why do I have a random string in my helpdesk service's email address?

Your helpdesk service's email address may look like this: itsupportagent@gmail-1bbe8da349eb4945.gotoresolve.com In this case, the 1bbe8da349eb4945 string is automatically added to make your service unique. This may happen in the following cases:

You do not own the domain of your email address.
When you set up an account, for example with a Gmail address, where you do not own the @gmail.com domain, your helpdesk service's email address must be made unique. Otherwise, two companies who use Gmail accounts and create the same helpdesk service, called itsupportagent, would try to use the same itsupportagent@gmail.gotoresolve.com email address. That random string uniquely identifies your helpdesk service.
You have created another account already.
Even if you own the domain of your email address, such as myorg.com, you have created an account previously, probably for trial purposes. Since now you have two accounts and you are trying to create two helpdesk services with the same name, LogMeIn Resolve makes sure that those services will have unique email addresses, such as itsupportagent@myorg-a2fe8c834741af45.gotoresolve.com.

Article last updated: 27 June, 2025