HELP FILE

How do I Set up Microsoft Teams to Work with GoTo Resolve?

    Before an admin can add the GoTo Resolve app to your Microsoft Teams environment, they should create the necessary teams that agents and end-users can use as communication channels.

    Remember: You must create the necessary helpdesk services before setting up the GoTo Resolve app.
    1. Create new end-user teams in Microsoft Teams, one for each helpdesk service.

      These teams will act as communication channels between end-users and agents. For example, if you plan to have four helpdesk services, you may want to create the following four teams:

      • IT-help
      • HR-help
      • Finance-help
      • Facilities-help
    2. Add all of your end-users to these channels so that they can create tickets.
    3. Create triage teams for your agents.

      Triage teams will be set up to send alerts to agents when tickets are created. For example, for the above helpdesk channels, create the following four additional triage teams:

      • IT-help-triage
      • HR-help-triage
      • Finance-help-triage
      • Facilities-help-triage
    4. Add agents to these four triage channels.
    5. Install the GoTo Resolve app by doing one of the following:
      • Find the GoToResolve app in Microsoft AppSource
      • In Microsoft Teams, select Apps in the bottom left and search for the GoTo Resolve app:
    6. Click the arrow next to Open to add the app to your teams.
    7. Select Add to a team and type the name of a team that you have created.

      Repeat this step to add the GoTo Resolve app to all the teams (channels) that you have created.

      For example, in the scenario above where you have created four teams and four triage channels, you would add the GoTo Resolve app to all eight teams.

    8. Configure your "triage channels" that you have created to receive alerts:
      1. On the Chat tab of the GoTo Resolve app, type 'sign in'.

        The Sign in card appears.

      2. Select Sign In.

        You are redirected to your organization's sign in page.

      3. Sign in with your administrator credentials.

        A confirmation message appears in Microsoft Teams.

      4. In the Teams menu on the left, go to a channel that you want to configure and type @gotoresolve.
      5. From the drop-down list, choose configure channel.

      6. Choose one of the helpdesk services that you have created. See How do I Add Helpdesk Services?
    After setting up GoTo Resolve in Microsoft Teams, agents have the following experience: