Hi, I'm Laurel from the Digital Success team for Resolve. My goal with this post is to introduce you to the AI capabilities in Resolve, because it's one of the areas where we've been the most intentional about what we build and why.
Before we get into it, share in the comments below: how is your team currently using AI in your IT workflows?
A lot of what IT teams handle every day is just part of the job: documenting work, repeating the same steps across devices, pulling together reports. But it's also where time adds up fast, and where experienced technicians end up spending time on work that doesn't actually require their expertise.
That's the problem we set out to solve.
Our AI capabilities are built around the specific moments where manual effort adds up in your existing workflows. Every feature started with a real pain point, and our goal with each one is the same: remove friction between your team and the outcome they're trying to reach.
I want to highlight three features where teams are seeing the strongest impact: AI Session Notes, Virtual Technician, and Dynamic Insights. I'll take you through each one, what it looks like in practice, how it fits into your workflow, and take a peek at Resolve's other AI capabilities.
AI Session Notes
If your team does any volume of remote support, documentation is just part of the job, but it's also one of the biggest time sinks in the workflow. Session ends, and now someone has to write up what happened, what they tried, and how it got resolved. And that's on a good day. On most days, you go from one session straight into the next, and by the time you come up for air, you're trying to reconstruct what happened in a session from hours ago. So it just doesn't get documented.
Multiply that across every agent, every ticket, every day.
AI Session Notes are designed to take that off your plate.
When a session ends, Resolve automatically generates a summary covering key actions, context, and resolution details, without any follow-up from the technician. Notes also include a detailed step-by-step breakdown with timestamps, making it easy to review exactly what happened and when. Notes are available in session history and can be used for tickets, escalations, and reporting.
Once reviewed, session notes can be saved directly as a Knowledge Base article, turning a completed session into reusable documentation your whole team can build on.
What this changes
Instead of switching into documentation mode after every session, you can move directly to the next task knowing everything is already captured. For technicians, that means less time writing and more time resolving. For MSPs and internal teams, it means more consistency and better visibility across all tenants.
What this looks like in practice
- Technicians stay focused during sessions instead of mentally drafting their write-up
- Session insights surface top issue categories and resolution patterns to help teams improve SOPs and training
- Admins can pull session notes for a specific timeframe to verify which agents accessed which machines and what actions were taken
Getting started
Enable Session Recording in GoTo Admin under Settings > Remote Support. Session Notes will generate automatically and appear in Session Reports.
Note: Session recordings must be enabled for AI Session Notes to function.
Resources
Virtual Technician
Routine IT tasks take up a disproportionate amount of your team's time. Not because they're complex, but because they're repetitive: the same steps, on different devices, over and over again. That's time your most experienced technicians are spending on work that doesn't really require their expertise.
The Virtual Technician is built to handle that work for them, so your team can focus on more impactful work.
During an unattended session, technicians can describe what needs to be done or select from a saved plan. Resolve generates a step-by-step plan, the technician reviews and approves it, and the Virtual Technician executes it directly on the remote device.
What this changes
Instead of repeating the same process every time, your team can define it once and let it run consistently. For technicians, that means more time on more impactful work. For teams and MSPs, it creates a consistent way to deliver work across devices and tenants.
How teams are using this
- Resolving common issues like browser failures, slow machines, or maxed out memory across multiple devices at once
- Executing standardized SOPs saved in your knowledge base and ready to run with one click
- Running large scale OS migrations, like Windows 10 to 11, across hundreds of devices in parallel
Getting started
Open the Devices app, select a device, and launch Virtual Technician from the details panel, or access it during a session from the toolbar. To help you get started, LogMeIn provides a library of pre-built plans ready to run, as well as sample Knowledge Base articles containing Virtual Technician plans that you can import and customize for your team.
Note: Virtual Technician is available on all Resolve plans that include managed devices, currently for unattended sessions. Support for Instant remote support is coming soon!
Resources
Dynamic Insights
Most IT teams need reporting. What they don’t need is to spend their time doing it.
Pulling together data to answer a straightforward question shouldn’t require a SQL query, a manual export, or a trip to a separate BI tool. But for most teams, that’s still the reality.
Dynamic Insights makes it easier to get answers from your data, just by asking.
Built into Resolve, Dynamic Insights lets anyone on your team query their account data in plain English and get back charts, tables, and widgets you can actually use.
What this changes
Instead of building reports from scratch, your team can ask a question and get an answer. For technicians, that means faster access to the context needed to make decisions. For managers and admins, it means visibility without the manual effort. For MSPs, consistent reporting across every tenant.
Prompts to get you started
- “How many tickets were submitted vs. closed in the last 30 days?”
- “Show me all Windows 10 devices so I can plan our Windows 11 migration”
- “List all offline devices and how long they’ve been offline”
- “Show me all support sessions from the last 4 weeks that have session notes”
Getting started
Navigate to Reports in Resolve and select Create Custom Report to open the Dynamic Insights experience.
Tip: The more specific your question, the better your result. Adding context like date ranges, device groups, or ticket types helps narrow things down quickly.
Resources
More AI in Resolve
Beyond the three features above, here are more ways AI in Resolve is helping teams save time and streamline their workflows:
A Note on Data Privacy
Resolve's AI features are built with privacy and security in mind:
- Your data is yours. Each customer's AI only has access to their own data
- No third-party model training. AI providers are contractually prohibited from training on your data
- Opt-out available. Manage your AI data preferences anytime in the Admin Center
- EU data residency. AI features follow the same data residency rules as all other Resolve features
- Data retention. AI data follows standard Resolve retention policies
Full details: LogMeIn AI Terms
To view all LogMeIn's certifications and security practices, visit the LogMeIn Trust Center.
AI in Resolve is an area we're deeply invested in, and we're just getting started. Every feature covered here was built around how your team actually works, and the best signal we have for what to build next comes from you.
If you have questions as you're exploring these capabilities or want to share how your team is putting them to use, drop them in the comments below. We'd love to hear from you.
