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  5. Support Bot commands in Teams

Support Bot commands in Teams

Support Bot works with the commands below:

create: Initiate a new request with our support team.

status: Check the status of your previously created tickets.

reset: Reset bot settings.

commands in support bot


Clicking on ‘Create Ticket’ or typing the word ‘create’ will result in the Create a New Ticket card to appear.

creating a ticket via support bot

If necessary, it is also easy for you to create a ticket with additional fields. For this example, we have added two more ticket fields – ‘Priority’ and ‘Status’. To add new ticket fields to the form, navigate to Settings > Admin > Ticket Forms tab and choose the ‘Create Ticket’ form in the Support Bot.

Now, simply drag and drop the desired fields from the left-hand side onto the list on the right. This immediately adds them to the form.

Learn how to add custom fields to the Create Ticket form in Desk365 with the help of this article.

create ticket support bot form with additional fields


To get a list of your previous tickets along with their status, you can either click on the ‘Check Status’ button or send the command ‘status’ in the Desk365 Teams Support Bot.

A list of your previous tickets along with their status will be displayed.

end-user checking status in the support portal

This help center article provides detailed instructions on how to check ticket statuses in Support Bot.

Ticket Details:

You can access the full details of a ticket by clicking on it in the list of displayed tickets.

ticket details card in the support bot


The ‘reset’ command is used to reset the bot settings. If you want to change the language, you can do that as well. After making changes to the language, you can opt to reset the bot to apply the new language by issuing the ‘reset’ command.

Adding Attachment to a ticket

You have two options for attaching files to a ticket in Support Bot. The first and recommended method is during the ticket creation process. The second method is available after the ticket has already been created. Let’s explore these two approaches in more depth below.

Adding attachment during ticket creation

Enter the ‘create’ command and send it as a command in Teams, or alternatively, click on the ‘Create Ticket’ button to initiate the opening of the Create Ticket form within the Support Bot.

creating a new ticket from Desk365 Teams Support Bot

It opens a form where, as an end-user, you have the ability to provide the necessary details about the issue and create a ticket.

creating a ticket via support bot

You can improve your ticket creation process by utilizing the ‘Add Attachments’ feature or simply dragging and dropping files from your desktop into the Desk365 Teams Support Bot.

adding an attachment for a ticket in Desk365 Teams Support Bot

By clicking the ‘Create Ticket’ button, a ticket will be created.

As an end-user, you’ll receive a prompt notification from the Desk365 Teams Support bot, informing you that a ticket has been created.

ticket has been successfully created in the support bot

Adding attachment post ticket creation

You also have the option to add an attachment to a ticket in the Teams Support Bot after the ticket has been created.

This option is useful if you want to add an attachment at a later stage.

adding attachment to a ticket after it has been created.

Click the ‘Attachment’ button and Support Bot will ask you to send a file to attach.

adding attachment to a particular ticket

Once attached, the Support Bot will add this file to the ticket and send you an acknowledgement.

attachment has been successfully added to the particular ticket


The Support Bot makes sure that end-users are updated on the status of their tickets with Teams notifications. Here are some examples:

Reply Notification:

Contact will be notified when an agent has replied to the ticket.

reply notification in support bot

Note Notification:

Contact will be notified when a new public note has been added to the ticket.

note notification in support bot

Ticket Resolved Notification:

Contact will be notified when a ticket has been resolved.

ticket resolved notification in support bot

Ticket Closed Notification:

Contact will be notified when a ticket has been closed.

ticket closed notification in support bot

Custom Ticket Forms

In addition to the default create ticket forms, you have the option to set up multiple custom forms for your end-users to create tickets. More details on creating these custom forms can be found in this help center article.

multiple forms in support bot

Let’s say you’ve created multiple forms for your organization. They’ll now start to appear in the welcome message as shown in the above screenshot. You’ll notice that, in addition to the default commands such as ‘create’, ‘status’, and ‘reset’, there are four additional commands present. These commands correspond to the newly created custom forms.

To create a ticket with these forms in the Support Bot, you can either click on the corresponding form buttons or enter specific commands such as ‘hrform’, ‘salesform’, ‘itisform’, and more. For instance, by clicking on the ‘HR Form’ button in the Desk365 Teams Support Bot, the ‘HR Form’ will be displayed.

choosing HR form in Desk365 Teams Support Bot
creating a ticket from HR form

These are the various powerful operations available for use in the Desk365 Teams Support Bot.

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