Transfer tickets to another helpdesk service in LogMeIn Resolve

You can transfer tickets to another service within the organization so that the relevant agents can pick up the tickets.

Sign in to the Console at http://console.gotoresolve.com.
Go to the Helpdesk page and switch to list view.
Select the tickets you want to transfer to another agent.
Select Transfer tickets in the Manage tickets side panel.
Select a helpdesk service, where you want to transfer your tickets.

Tip: To create a new helpdesk service, select Add new helpdesk service at the bottom of the drop-down list.
Select a category for your tickets.

Tip: To create a new category, select Add category at the bottom of the drop-down list.
Select Transfer.

Results: The ticket is transferred to the selected helpdesk service. If a category was also selected, the ticket's category is set accordingly.

Tip: You can set up alerts when a ticket is created or modified. See Set up email notifications in GoTo Admin.

Frequently Asked Questions

Can agents transfer tickets to any helpdesk service?: Yes, agents can transfer tickets to any helpdesk service, not just to those that they are members of.
What if I transfer a ticket to a helpdesk service where I'm not a member?: If you transfer a ticket to a helpdesk service where you are not a member, you will not be able to select the ticket category. After transferring the ticket, the category will be cleared from the ticket.
What happens to the assignee of a transferred ticket?: The Assignee is cleared when the ticket is transferred, that is, it will not be assigned to anyone. A transferred ticket is assigned automatically as soon as it moves to Open status.

Article last updated: 3 July, 2025