Working with Microsoft Teams as an agent in LogMeIn Resolve
End users and agents can both use the LogMeIn Resolve app in Microsoft Teams to communicate.
Watch this video on agents' experience in Microsoft Teams:
Remember: This feature is not available with a trial subscription. Check out which subscription you need to get the most of LogMeIn Resolve.
Working in Microsoft Teams
You can do the following after selecting the LogMeIn Resolve menu on the left:
- The Chat tab allows you to view chat messages that the bot sent you. These include notifications when a ticket is created, sign in and sign out notifications, and messages from agents who work on your tickets.
- The My Tickets tab provides an overview of tickets that you have created. Agents can also see all other tickets of the organization. Select Open filters above the list of tickets to filter for selected tickets only.
- The About tab displays version information of LogMeIn Resolve.
Handling received helpdesk tickets
Tip: For information on how to create a helpdesk ticket, see Create LogMeIn Resolvetickets in Microsoft Teams
Agents have the following experience when an end-user creates a ticket:
- Add comment - Add a comment to the ticket. Depending on whether you want to show the comment to the end-user, select the appropriate option: Hide from end-user or Show to end-user.
- Assign to me - Agents can assign a ticket to themselves.
- Support session - Agents can start a support session with the end-user. See Start a support session from a LogMeIn Resolve ticket in Microsoft Teams
- View tickets - Navigates the agent to the My Tickets tab of the LogMeIn Resolve app to list tickets created by any member of your organization.
Article last updated: 31 August, 2023
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