A single support ticket can send an MSP technician through several tools before the actual fix begins.
In an Oct. 14 update, GoTo outlined LogMeIn Resolve enhancements shipped during 2026 for managed service providers (MSPs), including AI-assisted support, customer-specific management, and expanded integrations
For MSPs, the question is whether these capabilities lower the cost of supporting each customer while preserving access controls and meeting service commitments as their client rosters grow.
Technicians get more context for patches and support requests
Resolve’s patch management capabilities now provide visibility into known vulnerabilities and their severity scores before technicians deploy updates. According to GoTo, AI-generated summaries explain failed installations and recommend fixes. Individual patches can be deferred or excluded with an audit trail, while device-level rollback is available in open beta.
GoPilot’s one-click Screen Analysis examines on-screen errors and system information to help investigate problems. Virtual Technician generates and executes multi-step support tasks from plain-language instructions.
An open-beta Model Context Protocol connector lets technicians query Resolve data and perform supported actions through Anthropic’s Claude without opening its console. Remote Execution access is read-only: Claude can review previous runs and logs but cannot initiate a run. For example, they can identify devices approaching the end of support, review outstanding tickets or initiate remote sessions through the assistant. Existing account permissions remain in force, with activity logged and an option to require confirmation before changes.
Customer-specific management and MSP integrations expand
Beyond technician-facing tools, Resolve’s expansion also covers customer administration and connections to platforms MSPs already use. Four areas receive additional capabilities.
| Capability | What changes for MSPs |
| Software inventory and reporting | Tenant-specific installation counts, customer-level filtering, and audit-ready reports, with client records kept separate. |
| Branded remote support | Attended and unattended sessions can display customer-specific logos and interface branding. |
| Acronis security integration | Endpoint detection and response (EDR) and extended detection and response (XDR) alerts appear directly in Resolve, allowing technicians to review security notifications alongside IT support tasks. |
| HaloPSA integration | Improved ticket synchronization, device information within HaloPSA, and remote sessions launched from Resolve-created tickets in HaloPSA help connect remote monitoring and management (RMM) and professional services automation (PSA) tools during service handoffs. |
Further additions are planned for Hudu and IT Glue documentation integrations, alongside tenant-specific device policy management.
MSPs should measure service costs and automation controls
Before extending the new capabilities across customer accounts, MSPs should establish how well they perform under actual service conditions. Three checks can help providers assess their potential value.
- Measure support costs. Test AI-driven service desk workflows against a recurring support issue, comparing handling time and repeat tickets before and after automation. Include licensing expenses and AI credit consumption when calculating cost per ticket.
- Verify customer access controls. Use a restricted technician account to test tenant boundaries, approval requirements and audit records before connecting external AI assistants to live environments. Providers developing AI governance services can incorporate these safeguards into customer procedures, including authorization and access revocation.
- Assess capacity for additional clients. Document tasks that still need manual intervention and establish escalation responsibilities before expanding automation. Compare service-level performance against customer agreements as account numbers grow, using the findings to inform staffing and pricing decisions.
Before renewing or expanding their management stack, MSPs should confirm which capabilities their plan includes, what usage charges apply, and who supports each integration. Combined with the pilot results, those answers can help providers decide whether broader deployment would improve service margins.
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