Helpdesk services are communication channels between end-users and agents. Admins can set up helpdesk services to provide support related to a particular area.

1. Sign in at https://admin.goto.com.
2. Go to the Settings > Helpdesk page.
3. 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.
4. 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
5. Save your new helpdesk service.