Setting up ticketing in Teams – Add LogMeIn Resolve to Microsoft Teams for all users

Before your end-users can create and your support agents can handle helpdesk tickets from Microsoft Teams, all users must add the GoTo Resolve app to their Microsoft Teams workspace.

LogMeIn Resolve is integrated with Microsoft Teams using the GoTo Resolve app.

Everyone in your organization must add the GoTo Resolve app to their Teams workspace. This includes the administrator who takes care of the integration, the support agents who handle tickets, and everyone who should be able to submit tickets. Users can do this by themselves or you can preinstall the app for everyone.

If you are an admin who would like to preinstall the GoTo Resolve app for everyone in your organization using Microsoft's various tools, select the Admin tab below. If you decide to have everyone install the app for themselves, select the User tab to follow the instructions for installing the GoTo Resolve app in your own Microsoft Teams workspace along with everyone else in your organization.

If you are an end-user who installs the GoTo Resolve app for themselves, select the User tab for detailed instructions.

Regardless of whether you are an admin or an end-user, you must define your role using the automated message sent by the GoTo Resolve bot after adding the app to your workspace. See instructions under the User tab on how to do this.

Admin

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

To install the GoTo Resolve app for all of your users as an admin, follow the steps in Microsoft's documentation. This way, your users do not have to install the app for themselves to submit and handle tickets.

User

As an employee, you must add the GoTo Resolve app to your Microsoft Teams workspace to be able to create support tickets directly from teams.

Depending on your preference, there are multiple ways you can add LogMeIn Resolve to your Microsoft Teams application. Choose which way you want to do it below.

Add the GoTo Resolve app to Microsoft Teams through AppSource

This approach can be useful if you do not yet have a team or channel in mind where you would like to integrate LogMeIn Resolve.

In Microsoft AppSource, search for GoTo Resolve and select Get it now.

Result: The GoTo Resolve app is added to your workspace and is available through your Chats or the View more apps menu.

Tip: Right-click the GoTo Resolve app in the View more apps menu and select Pin to make the app always visible on the menu bar.

Add the GoTo Resolve app to Microsoft Teams from Teams Apps

In Microsoft Teams, select Apps from the menu bar on the left and search for the GoTo Resolve app.
Click on the card of the GoTo Resolve app and select Add.
Result: The GoTo Resolve app is added to your workspace and is available through your Chats or the View more apps menu.

Tip: Right-click the GoTo Resolve app in the View more apps menu and select Pin to make the app always visible on the menu bar.

Define your role

After adding the GoTo Resolve app to your Microsoft Teams workspace, you need to define your role in your organization.

Open the GoTo Resolve app or chat in Microsoft Teams, then select your role in the organization from the automated message:
Select your role:
- If you are an employee or an end-user of your organization, select Employee and you're all set. For information on what you can do as an employee, see Work with Microsoft Teams as an end-user in LogMeIn Resolve. As an end-user, you have nothing else to do.
- If you are an agent or admin in your organization, select Agent/Admin and sign in to LogMeIn Resolve with your login credentials. After signing in, you are redirected back to Microsoft Teams. As an agent, you have nothing else to do.
  Note: You can use your company email address to sign in, which does not have to be a Microsoft email address.
  For information on what you can do as an agent, see Work with Microsoft Teams as an agent in LogMeIn Resolve.
  As an admin, you still have to set up the integration between Microsoft Teams and LogMeIn Resolve as described in Setting up LogMeIn Resolve ticketing in Microsoft Teams.

What to do next: After selecting your role, you see a brief description of what you can do in the GoTo Resolve app in Microsoft Teams.

Parent article: Setting up LogMeIn Resolve ticketing in Microsoft Teams

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Article last updated: 23 June, 2025