Desk365 lets you bring 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.
Desk365 integrates with Microsoft Teams through a Support Bot and Agent Bot, giving both contacts and support agents access to Desk365 from within Teams, with Teams AI Agent support coming soon 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.
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.
To get started, see the Support Bot – Setup guide.
Once the Support Bot is set up, you can further configure it using the following guides:
- Configure user consent for applications in Microsoft Entra ID admin center
- Change the language in the Desk365 Teams Support Bot
- View Support Bot commands in Teams
- Update to a newer version of Support Bot
- Troubleshoot the “Application cannot be found” message in Teams Bots
- Troubleshoot support portal loading issues within the Support Bot.
You can also customize the Support Bot to match your organization’s needs. See Customize the Desk365 Teams Support Bot and Customize and deploy the Desk365 Microsoft Teams Support Bot for more information.
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.
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.
To set up the Agent Bot, see Agent Bot – Setup guide.
For the available commands and actions, see Agent Bot commands in Teams.
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.
