Desk365 lets you integrate your helpdesk directly into Microsoft Teams, making it easier for contacts to raise support requests and support agents to manage tickets without constantly switching between applications.
Microsoft Teams integration with Desk365 is powered by a Support Bot and Agent Bot, giving both contacts and support agents access to Desk365 from within Teams, with Teams AI Agent support on the Plus and Premium plans.
Benefits of integrating Desk365 with Microsoft Teams
Integrating Desk365 with Microsoft Teams brings support into the workspace your contacts and support agents already use. It helps you:
- Make it easier for contacts to get support by letting them create and manage tickets directly from Teams.
- Help support agents work from Teams by giving them access to ticket information and actions from the same place they collaborate.
- Simplify organization-wide deployment with Microsoft Teams app setup policies that can automatically install or pin the Support Bot for users.
- Control access to the Support Bot by configuring which email domains are allowed to use it.
- Customize the support experience with options for Support Bot language, appearance, and other settings.
- Extend your support experience with AI with Desk365 AI Agent already available through the Chat Widget and Support Portal, with Microsoft Teams deployment coming soon.
How does the Desk365 integration with Microsoft Teams work?
Desk365 provides different ways for contacts and support agents to work with tickets in Microsoft Teams. Each component serves a specific purpose.
| Component | Who uses it? | What it does |
|---|---|---|
| Support Bot | Contacts and other ticket requesters | Create tickets, check ticket status, reply to agents, and receive notifications. |
| Agent Bot | Support agents | Find tickets, respond to contacts, add notes and attachments, and update ticket details. |
| Support Portal | Contacts and other ticket requesters | Create and track tickets, view updates, and browse the Knowledge Base. |
| Agent Portal | Support agents | Work with tickets through a portal-based interface within Teams. |
| AI Agent | Contacts and other ticket requesters | Ask questions, get answers from the Knowledge Base, create tickets, add attachments, and receive ticket updates. |
The Support Bot and Agent Bot handle different parts of the support process. The Support Portal and Agent Portal provide alternative ways to work with tickets inside Teams.
For example, an employee can report a software issue through the Support Bot. The support agent can then find the ticket using the Agent Bot, review the details, and respond. The employee can follow the ticket and check the agent’s response through the Support Bot or Support Portal.
This keeps the request organized as a ticket rather than leaving the team to track progress through separate conversations.
Desk365 Support Bot
The Desk365 Support Bot lets contacts interact with your helpdesk directly from Microsoft Teams. They can create tickets, view ticket details, check ticket status, and perform other support-related actions without leaving Teams.
What can users do with the Support Bot?
The Support Bot supports several common helpdesk tasks.
- Create tickets: Submit incidents, questions, and service requests through Teams.
- Check ticket status: Review the current status of a support request.
- Reply to agents: Continue the conversation about an existing ticket.
- Receive notifications: Stay informed when the support team responds.
- Attach files: Provide screenshots and other relevant information when creating or updating supported tickets.
- Access support resources: Use the available Support Portal experience to track requests and find knowledge base articles.
Let’s understand it better with an example. Imagine an employee cannot connect to the company network. The employee opens the Desk365 Support Bot in Teams and creates a ticket with details about the problem. They attach a screenshot if needed and submit the request.
The support team receives the ticket in Desk365, where an agent can review the issue, assign it, and begin troubleshooting. When the agent replies, the employee receives an update through Teams. The employee can follow the request without switching between multiple applications, while the support team maintains a trackable record of the issue.
How to set up the Support Bot
An admin must configure the Support Bot before making it available to employees.
The main setup process involves downloading the Bot package from Desk365, installing or uploading the app in Microsoft Teams, and configuring the required permissions and settings.
Follow the detailed instructions in the Support Bot setup guide.
After setup, you can customize the bot, configure access, and decide how to deploy it across your organization.
Related guides:
- Configure user consent for applications in Microsoft Entra ID admin center
- Change the language in the Desk365 Teams Support Bot
- Support Bot commands in Teams
- Update to a newer version of Support Bot
- Customize and deploy the Desk365 Microsoft Teams Support Bot
Once you’ve configured the Support Bot, you can decide how you want to make it available to users in your organization.
Microsoft Teams admin policies can be used to control how the Desk365 Support Bot is installed and made available to users. For more information, see Use app setup policies to pin and auto-install Support Bot in Teams.
You can also configure allowed email domains to control who can use the Support Bot. See Configure Allowed Domains for the Support Bot for more information.
If users run into issues, see Troubleshoot the “Application cannot be found” message in Teams Bots or Troubleshoot support portal loading issues within the Support Bot.
Desk365 Agent Bot
The Desk365 Agent Bot brings Desk365 ticketing capabilities into Microsoft Teams for support agents. Agents can access ticket information and perform ticket-related actions without having to switch between Teams and the Desk365 Agent Portal.
What can support agents do with the Agent Bot?
The Agent Bot helps agents manage their ticket workload from Teams.
- Find tickets that need attention: Agents can use the available commands to find tickets assigned to them or locate unassigned tickets that need an owner.
- Respond to contacts: Agents can send replies to ticket requesters/contacts directly through Teams. They can also add private notes to record internal information for the support team.
- Update ticket details: Depending on the available commands and permissions, agents can update fields such as status, priority, assignee, and other supported ticket properties.
- Add notes and attachments: Agents can add information or files that help the team investigate and resolve an issue. Public replies communicate with the contact, while private notes help agents share internal context.
- Receive ticket notifications: The Agent Bot can notify agents about relevant ticket activity, such as assignments, contact replies, and new notes.
How to set up the Agent Bot
To add the Agent Bot, open Microsoft Teams and go to Apps. Search for Desk365, open the app, and select Add.
If you don’t have permission to add apps, contact your Microsoft Teams administrator.
For complete setup instructions, see the Agent Bot setup guide.
To learn about available commands and actions, see the Agent Bot commands in Teams.
How to create and manage tickets in Microsoft Teams
Once the integration is configured, employees and support agents can use Teams to work with support requests.
Create a ticket through the Support Bot
Employees can use the Support Bot to report issues and submit service requests.
The general process is:
- Open Microsoft Teams and select the Desk365 Support Bot.
- Type Help to view the available options.
- Type create or select Create Ticket.
- Enter the required ticket details.
- Attach relevant files, if needed.
- Select Create Ticket to submit the request.
The Support Bot confirms when the ticket is created.
Your admin can also configure custom ticket forms for different request types. See Create and track tickets from Microsoft Teams chats and channels for additional ticket creation workflows.
Convert a Teams message into a ticket
Employees often report problems in direct messages or channels before submitting a formal support request.
With Desk365, supported Teams messages can be converted into trackable tickets. This helps your team capture the original request instead of asking the employee to explain the issue again.
For example, an employee might report a printer problem in an IT support channel. An agent can use the available Create Ticket in Support Bot action to turn the message into a ticket and continue handling the issue through Desk365.
For details, watch the video.
Check ticket status and reply to agents
Contacts can use the Support Bot to check the status of their tickets and respond when the support team requests more information. Let’s say an agent needs a screenshot or additional details, the contacts can reply through Teams rather than starting a new email conversation.
This keeps the communication connected to the support request and makes it easier for both sides to follow the issue.
Manage tickets through the Agent Bot
Support agents can use the Agent Bot to find tickets, respond to contacts, add notes, and update supported ticket fields. The exact commands depend on the available bot actions. Use the Agent Bot commands guide to find the commands your team can use.
Microsoft Teams integration video tutorials
Watch these videos to see how Desk365 brings ticketing into Microsoft Teams and how the Support Bot and Agent Bot work together.
How to set up a helpdesk in Microsoft Teams
Watch the step-by-step video on YouTube.
This walkthrough covers setting up a helpdesk in Teams, creating tickets with the Support Bot, managing requests with the Agent Bot, and converting Teams conversations into tickets.
Discover the Agent Bot and Support Bot
Watch the Agent Bot and Support Bot overview on YouTube.
This video introduces both bots and explains how they help employees and support agents work with Desk365 in Microsoft Teams.
Desk365 AI Agent in Microsoft Teams
Desk365 AI Agent is available in the Chat Widget, Support Portal, and Microsoft Teams, giving users more ways to get instant support. It uses your knowledge base, websites, files, and Q&A to answer questions. You can also customize its personality and welcome message, configure escalation rules, test responses, and track performance through AI analytics.
To learn how to set up and deploy the AI Agent in Microsoft Teams, see the AI Agent Setup Guide or watch the video tutorial.
Explore more Desk365 tutorials
Visit the Desk365 video library for additional tutorials, including the Microsoft Teams ticket creation walkthrough and general helpdesk setup videos.
Related Microsoft Teams guides
For more guides on using Desk365 with Teams, see the Microsoft Teams Bots collection. Here you’ll find guides covering Support Bot, Agent Bot, deployment, customization, commands, configuration, and troubleshooting.
Ready to manage tickets, help users, and keep support requests moving without leaving Microsoft Teams? Try Desk365 free for 21 days or book a demo to see how the integration works for your team.
Frequently asked questions
The Support Bot and Agent Bot are available with the Standard, Plus, and Premium plans.
Yes. Contacts can use the Support Bot to create tickets, provide details, attach supported files, and submit requests. Supported Teams messages can also be converted into tickets.
Yes. The Agent Bot lets agents find tickets, reply to contacts, add notes and attachments, and update supported ticket fields. Agents can also use the Agent Portal for a portal-based ticket management experience within Teams.
Yes. contacts can check ticket status and review updates through the Support Bot. They can also access the Support Portal within Teams when the required sign-in and configuration settings are in place.
Yes. You can customize supported appearance and language settings and configure deployment options to suit your organization. See the Support Bot customization guide.
Yes. Microsoft Teams app setup policies let admins install and pin the Support Bot for users covered by the policy.
Check the app installation, Teams policies, allowed domains, and required permissions. If the Support Portal fails to load or the bot displays an application error, follow the relevant troubleshooting guides in the Microsoft Teams Bots collection.
