Setting up ticketing in Teams – Add LogMeIn Resolve to agent and end-user channels

Before your organization's support agents can handle helpdesk tickets from Microsoft Teams, an admin must add the GoTo Resolve app to a team where end-users can create tickets, and to the dedicated agent channels.

As an admin who sets up the integration between LogMeIn Resolve and Microsoft Teams, you must add the GoTo Resolve app to the teams and channels you have created for the ticketing workflow.

Before adding LogMeIn Resolve to Microsoft Teams, make sure to do the following:

Sign in to your GoTo Admin account.
Sign in to your Microsoft Teams account.
Set up a helpdesk service in GoTo Admin.

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

Depending on your preference, there are multiple ways you can add LogMeIn Resolve to your Microsoft Teams application.

Important: When adding the GoTo Resolve app to a specific channel, keep in mind the following:

You can add LogMeIn Resolve to Microsoft Teams regardless of your role in your organization.
The team to which your channel belongs can be a Private or Public team.
The channel to which you add the GoTo Resolve app can only be a Standard channel. The GoTo Resolve app cannot be added to Shared or Private channels.

For an overview of team and channel types, see Microsoft's documentation.

Once you've added LogMeIn Resolve to Microsoft Teams, you need to link your previously created helpdesk service to Teams.

Choose which way you want to add the GoTo Resolve app to Microsoft Teams below.

Add the GoTo Resolve app to a channel through the team settings

Before you begin: Before adding LogMeIn Resolve to Microsoft Teams, make sure to do the following:

Sign in to your GoTo Admin account.
Sign in to your Microsoft Teams account.
Set up a helpdesk service in GoTo Admin.

This approach can be useful if you already have a team and channel in mind where you would like to integrate LogMeIn Resolve.

In Microsoft Teams, create a new or choose an existing team where you want to link LogMeIn Resolve.
In the Chat > Teams and channels menu, select More options to the right of your team's name and select Manage team.
On the top menubar, select the Apps tab, then select Get more apps.
Search for the GoTo Resolve app, then select Add.
Choose the channel to which you want to add the GoTo Resolve app, then select Go.

Important: The GoTo Resolve bot can only be added to Standard channels. The app cannot be added to Private or Shared channels.

Results: The GoTo Resolve app is added to your channel. If this is a channel where end-users create tickets, you have nothing else to do. If, however, this is a channel for your agents to handle tickets, you must link it to a helpdesk service.

Add the GoTo Resolve app to a specific channel using the menu bar

This approach can be useful if you already have a team and channel in mind where you would like to integrate LogMeIn Resolve.

In Microsoft Teams, create a new or select an existing channel.
On the top menu bar, select the + icon, then select Get more apps.
Search for the GoTo Resolve app, then select Add.
Choose the channel to which you want to add the GoTo Resolve app, then select Go.

Important: The GoTo Resolve bot can only be added to Standard channels. The app cannot be added to Private or Shared channels.

Add the GoTo Resolve app to a specific channel from a post

This approach can be useful if you already have a team and channel in mind where you would like to integrate LogMeIn Resolve.

In Microsoft Teams, create a new or select an existing channel.

Important: The GoTo Resolve bot can only be added to Standard channels. The app cannot be added to Private or Shared channels.
Select Start a post.
In the post body, type @ and select Get bots.
Enter GoTo Resolve in the Search for agents and bots field to find the GoTo Resolve app.
Select the app card, then select Add.
Post your message.

Parent article: Setting up LogMeIn Resolve ticketing in Microsoft Teams

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