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.
Watch this video for a quick overview of the setup process:
Setting up the LogMeIn Resolve app in Microsoft Teams requires the following:
- Make sure the Microsoft Teams desktop app is installed on your employees' devices.
- Create the necessary helpdesk services before setting up the LogMeIn 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 LogMeIn Resolve app to Microsoft Teams.
- 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 LogMeIn Resolve bot to the newly created channels so that employees and agents can communicate with each other.
- Finally, admins must set up channeling between Microsoft Teams and LogMeIn Resolve.
What to do next:
For information on what you can do as an end-user, see Working with Microsoft Teams as an end-user in LogMeIn Resolve.
For information on what you can do as an agent, see Working with Microsoft Teams as an agent in LogMeIn Resolve.
For information on what you can do as an admin, see Working with Microsoft Teams as an admin in LogMeIn Resolve.
- Setting up Ticketing in Teams - Add Helpdesk Services
- Setting up Ticketing in Teams - Create Your Teams
- Setting up Ticketing in Teams - Add the LogMeIn Resolve App to Microsoft Teams
- Setting up Ticketing in Teams - Set up Channeling
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Article last updated: 5 February, 2025
