Setting up LogMeIn Resolve ticketing in Microsoft Teams
An admin must set up the necessary teams that agents and end-users can use as communication channels.
Tip: LogMeIn Resolve works best in the Microsoft Teams desktop app. To avoid experiencing setup issues in the browser version (Office 365 edition) of Microsoft Teams, you should perform the LogMeIn Resolve ticketing setup in the Microsoft Teams desktop app. You can then view and create helpdesk tickets from either the browser or the desktop version of Microsoft Teams.
Setting up ticketing in Microsoft Teams consists of a number of steps you have to take. The steps described here give you an overview of what you have to do in order to start using LogMeIn Resolve Helpdesk in Teams. Check out our specific articles that detail each step.
Watch this video for a quick overview of the setup process:
- Make sure the Microsoft Teams desktop app is installed on your employees' devices.
- Create the necessary helpdesk services before setting up the GoTo Resolve app. These services will act as escalation paths to the proper support teams.
- Regardless of a user's role in the organization, they must add the GoTo Resolve app to Microsoft Teams. This includes all users, not only your support agents.
- An admin must set up the necessary teams in Microsoft Teams. In general, you would create at least one team where the employees in your organization create tickets and another one for agents who support your employees. Setup also includes adding the GoTo Resolve bot to the newly created channels so that employees can submit tickets and support agents can handle these tickets.
- Finally, admins must link the helpdesk services created in GoTo Admin to the specific agent channels.
- Setting up ticketing in Teams – Add helpdesk services
- Setting up ticketing in Teams – Add LogMeIn Resolve to Microsoft Teams for all users
- Setting up ticketing in Teams – Create your teams
- Setting up ticketing in Teams – Add LogMeIn Resolve to agent and end-user channels
- Setting up ticketing in Teams – Link a helpdesk service to an agent channel
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Article last updated: 5 February, 2025