Setting up ticketing in Teams – Create your teams

Create teams for your agents and employees. If you already have teams, you can skip these steps.

To work with LogMeIn Resolve in Microsoft Teams effectively, we recommend you create two types of channels: one for all your employees to submit their support tickets, and one or more for your agents to handle submitted tickets.

Create a team for employees to submit tickets

Create a team where your organization's employees can submit tickets in a channel. Tickets submitted through this channel will be visible to all members of the team.

Create a team as described in Microsoft's documentation.

Tip: If you are a global admin, consider creating an organization-wide team to add all your company's users to the team at once. The number of org-wide teams and their members is limited by Microsoft. See their Limits and specifications for Microsoft Teams document to find out more about the limits.
Add your company's users to the team.
There are a number of ways you can add users to your team in bulk even if creating an organization-wide team is not a possibility for you. Consider using the Microsoft Teams admin center, PowerShell, or Microsoft 365 groups using dynamic membership.

Results: Your company's users are added to the team and your first channel is created. This channel is always a Standard type channel, to which you can add the GoTo Resolve app.

Important: 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.

What to do next: Add LogMeIn Resolve to your team.

Create teams for agents to handle tickets

Practically, you would create a separate team for every support function in your organization, such as IT, HR, Finance, and so on, to control which agents are handling which type of ticket. This is because LogMeIn Resolve can only be connected to Standard type channels (such as the General channel), to which every member of a team has access.

For example, when you create a team where you invite your IT support agents only, they will be the only members of the team and the Standard type channel(s) within that team. When you create a team exclusively for your HR support agents, no one but they will have access to the Standard type channels in that team.

Create a team as described in Microsoft's documentation.

Tip: It is best to set the team type to Private, so that only your agents can join.
Add your agents to the team as described in Microsoft's documentation.

Results: Your agents are added to the respective support team and your first channel is created. This channel is always a Standard type channel, to which you can add the GoTo Resolve app.

Important: 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.

What to do next: Add LogMeIn Resolve to your team and link a helpdesk service to the channel.

Parent article: Setting up LogMeIn Resolve ticketing in Microsoft Teams

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

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

Article last updated: 23 June, 2025

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