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Work with Microsoft Teams as an end-user in LogMeIn Resolve

As an end-user, you can create and update your tickets as well as add comments to them in Microsoft Teams.

Apart from creating and updating your tickets in Teams, you have the possibility to track their status and participate in remote support sessions with agents.

As an end-user who submitted a ticket, the GoTo Resolve application keeps you up to date with its status by sending you messages about an agent being assigned to your ticket and comments being added to your ticket.

Create a ticket in the GoTo Resolve chat
Once you have added the GoTo Resolve app to your Teams workspace, you can utilize your chat with the GoTo Resolve bot to create a ticket.
  1. Open your chat with the GoTo Resolve bot by doing one of the following:
    • If you have the GoTo Resolve app pinned on your left sidebar, select it.
    • From the View more apps menu on the left sidebar, select GoTo Resolve.
    • Select the Chat menu on your left sidebar and find your chat with the GoTo Resolve bot.
  2. In a new message, type create ticket or select View prompts on the right side above the message text box, select Create ticket. Send your message.

    Result: The GoTo Resolve bot replies with an option to create your ticket.

  3. In the automated message, select Create Ticket.
  4. Fill in the details of your ticket as follows, then select Create:
    Summary
    Provide a brief summary of your issue.
    More details about the issue (Optional)
    Optionally, include additional details that may help resolve your issue.
    Priority
    Set the priority of your issue, depending on how critical your issue is and how fast you need a solution.
    Category
    Optionally, select a category for your ticket that may help agents get a better picture of your issue.
    Helpdesk Service
    From the drop-down list, choose the support channel that is most relevant to your issue.
    Creating a ticket

Results: Your ticket is created and sent to the support agents. The ticket is visible in the chat and on the My Tickets tab at the top of the chat window.

Edit your ticket
After creating a ticket, you can edit it in Microsoft Teams.
  1. Open your chat with the GoTo Resolve bot by doing one of the following:
    • If you have the GoTo Resolve app pinned on your left sidebar, select it.
    • From the View more apps menu on the left sidebar, select GoTo Resolve.
    • Select the Chat menu on your left sidebar and find your chat with the GoTo Resolve bot.
  2. Find your ticket in the chat and select Edit ticket.
    Editing a ticket
  3. Make your modifications in the Update ticket window, then select Update.
    You can update the following information about your ticket:
    • Summary
    • Priority
    • Category

Results: Your updates are visible in the chat and are sent to the relevant support agents.

Add a comment to your ticket
  1. Open your chat with the GoTo Resolve bot by doing one of the following:
    • If you have the GoTo Resolve app pinned on your left sidebar, select it.
    • From the View more apps menu on the left sidebar, select GoTo Resolve.
    • Select the Chat menu on your left sidebar and find your chat with the GoTo Resolve bot.
  2. Add a comment to your ticket by doing one of the following:
    • Find your ticket in the chat, type your comment in the text box, then select Add comment.
    • In the chat window, open the My Tickets tab at the top, then select the ticket to which you want to add a comment. Select Comments, then enter your comment in the text box and select Post Comment.
      Tip: Select Open filters above your list of tickets to filter your tickets based on priority, status, service, and time range.

Results: Your comment is visible in the chat as a separate message and is sent to the relevant support agents.

View your submitted tickets
  1. Open your chat with the GoTo Resolve bot by doing one of the following:
    • If you have the GoTo Resolve app pinned on your left sidebar, select it.
    • From the View more apps menu on the left sidebar, select GoTo Resolve.
    • Select the Chat menu on your left sidebar and find your chat with the GoTo Resolve bot.
  2. Navigate to the My Tickets tab at the top.
    Tip: Select Open filters above your list of tickets to filter your tickets based on priority, status, service, and time range.
    My Tickets in Microsoft Teams

Results: Your submitted tickets are displayed. By selecting a ticket, you can add and view comments added to the ticket by support agents.

Participate in a remote support session with an agent
The support agent assigned to your ticket has the possibility to request a remote support session with you. When the agent initiates the session, you receive the following message from the GoTo Resolve bot:
  1. Open your chat with the GoTo Resolve bot by doing one of the following:
    • If you have the GoTo Resolve app pinned on your left sidebar, select it.
    • From the View more apps menu on the left sidebar, select GoTo Resolve.
    • Select the Chat menu on your left sidebar and find your chat with the GoTo Resolve bot.
  2. From the support session request message, select Accept.

    Result: The GoTo Resolve bot sends you a message with a link to download the LogMeIn Resolve support application.

  3. Select Download support application and run the downloaded software on your device.
    Note: Microsoft Defender SmartScreen might flag the support application as unrecognized. To authorize its running, select More info, then Run anyway in the popup window.

Results: The support session is established. As soon as the agent joins the session, your screen is shared with them.

Article last updated: 25 June, 2025
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