As an agent, you can create tickets on behalf of end-users.

1. Sign in to the Agent Console at http://console.gotoresolve.com.
2. Go to the Helpdesk page and choose Add new ticket in the top-right.
   The Ticket details page appears.
3. Make sure the correct Helpdesk service is selected at the top of the page. That's the channel where you will create a ticket.
   The ticket will be channeled to the agents of the selected helpdesk service.

   Note: In Microsoft Teams, notifications are automatically sent to the configured channel of that helpdesk service and to the end-user who created the ticket.
4. Fill in the details of your ticket. By default, only the Subject field is mandatory. If an admin has created custom fields, you can fill in those as well.
   If an end-user already exists in LogMeIn Resolve, you can select them from a list in the Submitted by field. Start typing the first three characters of either the first name or email address of the end-user. Otherwise, you can create the end-user from the ticket editor.

   Remember: You can add an AI-generated summary and comment to the ticket. The AI creates these descriptions based on the content of a ticket, therefore the more verbose a ticket's subject and summary are, the more accurate result the AI provides. As best practice, you should add as much detail as possible about an issue to make it easier for agents to find a resolution. 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.

   To add comments, see Add comments to a ticket in the LogMeIn Resolve Console

   To label your ticket, see Manage helpdesk ticket labels in the Console

   By selecting Hide comment from end-user, the end user will not see that comment when receiving an email notification about the new ticket.

5. Save your changes.