Manage product capabilities settings in the admin portal

You can configure product-specific account settings in the admin portal that will apply to all users in your account.

GoTo Admin

Before you begin: You must have an admin or super admin role to perform this task.

Attention: Depending on the products you have access to, you may not see some of the settings listed in this article.

Sign in to GoTo Admin.
Select Settings from the left navigation menu.
Select Remote Support from the left panel. From this page, you can enable or disable settings like session recording activity, displaying agents' cursor, clipboard sync, multi-factor authentication, and hiding agents' personal information.

Note: Enabling Hide agents' personal information does not impact reporting.
Once you're done making changes, select Save.

Sign in to GoTo Admin.
Select Settings from the left navigation menu.
Select Helpdesk from the left panel. From this page, you can:
- Add helpdesk services. To do this, select the Add servicing group button in the top-right corner of the page.
- Configure integration and helpdesk update settings from the System settings tab. Once you're done making changes, select Save in the bottom right-hand corner.
- View and manage helpdesk services from the Helpdesk services tab. From this page, you can manage ticket statuses, user access, custom fields, and email notifications.

Article last updated: 29 January, 2025