{"id":38155,"date":"2026-10-16T10:22:19","date_gmt":"2026-10-16T10:22:19","guid":{"rendered":"https:\/\/help.desk365.io\/en\/docs\/microsoft-teams-bots\/setting-up-desk365-microsoft-teams-bots\/test\/"},"modified":"2026-10-16T15:27:20","modified_gmt":"2026-10-16T15:27:20","slug":"create-track-tickets-from-microsoft-teams-chat-channels","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/docs\/create-track-tickets-from-microsoft-teams-chat-channels\/","title":{"rendered":"Create and track tickets from Microsoft Teams chats and channels"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"38155\" class=\"elementor elementor-38155\" data-elementor-post-type=\"docs\">\n\t\t\t\t<div class=\"elementor-element elementor-element-390eccf e-flex e-con-boxed e-con e-parent\" data-id=\"390eccf\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-11278da elementor-widget elementor-widget-template\" data-id=\"11278da\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"35544\" class=\"elementor elementor-35544\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-00eb9f3 e-flex e-con-boxed e-con e-parent\" data-id=\"00eb9f3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9c8b655 elementor-widget elementor-widget-html\" data-id=\"9c8b655\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div style=\"display:inline-flex; align-items:center; gap:12px; padding:10px 16px; border:1px solid #D3D5E2; border-radius:10px; font-family:Roboto, sans-serif; font-size:18px; color:#444963; background:#ffffff;\">\n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Available with:<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Standard<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Plus<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Premium<\/span>\n  <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5334ee9 elementor-widget elementor-widget-text-editor\" data-id=\"5334ee9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Create and track tickets from Microsoft Teams chats and channels with Desk365, without switching away from the tools your team already uses. <span class=\"TextRun SCXW32122345 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW32122345 BCX0\">Ticket requesters can create help desk tickets in Microsoft Teams, track support tickets, reply to agents, and receive updates through the Support Bot or Support Portal. Support agents can use the Agent Bot and Agent Portal to find tickets, respond to contacts, add notes and attachments, and update ticket details.<\/span><\/span><span class=\"EOP Selected SCXW32122345 BCX0\" data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e5049f3 elementor-widget elementor-widget-heading\" data-id=\"e5049f3\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How does ticketing in Microsoft Teams work? <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e7ea541 elementor-widget elementor-widget-text-editor\" data-id=\"e7ea541\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW223710132 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW223710132 BCX0\">Desk365 provides four components for handling support requests in Microsoft Teams. Each serves a different role, as outlined below.<\/span><\/span><span class=\"EOP Selected SCXW223710132 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-746d434 elementor-widget elementor-widget-html\" data-id=\"746d434\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\r\n  .teams-ticketing-table {\r\n    width: 100%;\r\n    border-collapse: collapse;\r\n    font-family: Roboto, Arial, sans-serif;\r\n    border: 1px solid #dfe3f0;\r\n  }\r\n\r\n  .teams-ticketing-table th,\r\n  .teams-ticketing-table td {\r\n    padding: 14px 16px;\r\n    border: 1px solid #dfe3f0;\r\n    text-align: left;\r\n    vertical-align: top;\r\n    color: #676A77;\r\n  }\r\n\r\n<\/style>\r\n\r\n<table class=\"teams-ticketing-table\">\r\n  <thead>\r\n    <tr>\r\n      <th>Who<\/th>\r\n      <th>App<\/th>\r\n      <th>What they can do<\/th>\r\n    <\/tr>\r\n  <\/thead>\r\n\r\n  <tbody>\r\n    <tr>\r\n      <td>Ticket requesters<\/td>\r\n      <td>Support Bot<\/td>\r\n      <td>Create tickets, check status, reply to agents, and receive notifications.<\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>Ticket requesters<\/td>\r\n      <td>Support Portal<\/td>\r\n      <td>Create and track tickets, review updates, and browse the knowledge base.<\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>Support agents<\/td>\r\n      <td>Agent Bot<\/td>\r\n      <td>Find tickets, reply to contacts, add notes and attachments, and update ticket details.<\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>Support agents<\/td>\r\n      <td>Agent Portal<\/td>\r\n      <td>Access a portal-based workspace to manage support tickets within Teams.<\/td>\r\n    <\/tr>\r\n  <\/tbody>\r\n<\/table>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dbdb8d4 elementor-widget elementor-widget-text-editor\" data-id=\"dbdb8d4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW178486748 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW178486748 BCX0\">For example, if a ticket requester reports an email access issue in a Teams chat, the message can be converted into a Desk365 ticket. The support team can then track the issue, assign responsibility, and follow up through the ticket instead of relying on the original conversation.<\/span><\/span><span class=\"EOP SCXW178486748 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6886b0e elementor-widget elementor-widget-heading\" data-id=\"6886b0e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Before you start <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dbf79fb elementor-widget elementor-widget-heading\" data-id=\"dbf79fb\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Requirements <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ed3f930 elementor-widget elementor-widget-text-editor\" data-id=\"ed3f930\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Before creating or managing Desk365 tickets in Microsoft Teams, make sure you have the follo<\/span><span data-contrast=\"auto\">wing:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">A Desk365 subscription: The Microsoft Teams bots are available with the Standard, Plus, and Premium plans.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Microsoft Teams access: You must be able to access Microsoft Teams and the relevant Desk365 app.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">The Support Bot available in Teams: An administrator must set up the Support Bot and make it available to you. See the admin setup checklist below.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Microsoft Entra ID sign-in for the Support Portal: The organization must be synced with Microsoft 365, and users must sign in with Microsoft Entra ID to access the portal inside Teams.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">The Agent Bot configured: Use the Agent Bot for support agent workflows. See the Agent Bot setup guide.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Appropriate Desk365 permissions for agents: Support agents need the required access to use the Agent Bot and Agent Portal.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Administrator access: Permission to set up the bots, configure Microsoft Entra ID consent, and manage Teams app setup policies. See the admin setup checklist below.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f8334a1 elementor-widget elementor-widget-heading\" data-id=\"f8334a1\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Admin setup checklist <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d2e0314 elementor-widget elementor-widget-text-editor\" data-id=\"d2e0314\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Complete the following setup steps before making Microsoft Teams ticketing available to your users.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ol><li><span data-contrast=\"auto\">Set up the Support Bot. Follow the <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/support-bot-setup-guide\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Support Bot setup guide<\/span><\/a><span data-contrast=\"auto\"> to configure the bot.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Configure user consent in Microsoft Entra ID. Use the <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/configure-user-consent-for-applications-in-microsoft-entra-id\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">user consent configuration guide<\/span><\/a><span data-contrast=\"auto\"> to configure the required application consent settings.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Pin and auto-install the Support Bot. Use <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/using-app-setup-policies-to-pin-and-auto-install-support-bot-in-teams\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Teams app setup policies<\/span><\/a><span data-contrast=\"auto\"> to make the bot accessible to the users covered by the policy.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Configure allowed domains. Follow the <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/how-to-setup-allowed-domains-for-the-support-bot\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">allowed domains setup guide<\/span><\/a><span data-contrast=\"auto\"> to control which domains can access the Support Bot.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Configure optional features. Enable <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/allowing-contacts-to-close-tickets\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Allow Contacts to Close Tickets<\/span><\/a><span data-contrast=\"auto\"> if ticket requesters should be able to close their own tickets. You can also <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/creating-custom-ticket-forms-in-desk365\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">create custom ticket forms<\/span><\/a><span data-contrast=\"auto\"> for different request types.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ol>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ec6f77f elementor-widget elementor-widget-heading\" data-id=\"ec6f77f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How can you create a ticket in Microsoft Teams? <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3422e93 elementor-widget elementor-widget-text-editor\" data-id=\"3422e93\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW66367194 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW66367194 BCX0\">You can create help desk tickets in Microsoft Teams through the Support Bot, use a custom ticket form, convert a <\/span><span class=\"NormalTextRun SCXW66367194 BCX0\">chat,<\/span><span class=\"NormalTextRun SCXW66367194 BCX0\"> or channel message into a ticket, or <\/span><span class=\"NormalTextRun SCXW66367194 BCX0\">submit<\/span><span class=\"NormalTextRun SCXW66367194 BCX0\"> a request through the Support Portal. The following sections explain each workflow.<\/span><\/span><span class=\"EOP Selected SCXW66367194 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2945cb0 elementor-widget elementor-widget-heading\" data-id=\"2945cb0\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Create a ticket from the Support Bot <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4f82151 elementor-widget elementor-widget-text-editor\" data-id=\"4f82151\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">The Support Bot is a direct way to create help desk tickets in Microsoft Teams. Use it to report an issue, submit a service request, or provide information that the support team needs to investigate.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Follow these steps:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">Open Microsoft Teams and select the Desk365 Support Bot from the app bar.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Type <\/span><span data-contrast=\"auto\">Help<\/span><span data-contrast=\"auto\"> to display the welcome card.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Type <\/span><span data-contrast=\"auto\">create<\/span><span data-contrast=\"auto\"> or select Create Ticket.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Complete the ticket form with the required details.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Attach supporting files if needed.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cc58784 elementor-widget elementor-widget-image\" data-id=\"cc58784\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"688\" height=\"506\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/creating-ticket-from-desk365-support-bot.webp\" class=\"attachment-large size-large wp-image-38168\" alt=\"creating-ticket-from-desk365-support-bot\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/creating-ticket-from-desk365-support-bot.webp 688w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/creating-ticket-from-desk365-support-bot-300x221.webp 300w\" sizes=\"(max-width: 688px) 100vw, 688px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c02c963 elementor-widget elementor-widget-text-editor\" data-id=\"c02c963\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li><span data-contrast=\"auto\">Select Create Ticket to submit the request.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Wait for the Support Bot to confirm that the ticket was created.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5f3830a elementor-widget elementor-widget-image\" data-id=\"5f3830a\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"715\" height=\"292\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/ticket-created-in-support-bot.webp\" class=\"attachment-large size-large wp-image-38169\" alt=\"\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/ticket-created-in-support-bot.webp 715w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/ticket-created-in-support-bot-300x123.webp 300w\" sizes=\"(max-width: 715px) 100vw, 715px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-07beaca elementor-widget elementor-widget-text-editor\" data-id=\"07beaca\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Once the ticket is submitted, the support team can review and work on the request through Desk365.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"auto\">Pro tip:<\/span><\/b><span data-contrast=\"auto\"> Include a clear description of the issue, the steps that led to it, and relevant screenshots or files. For example, when reporting an error, explain what you were trying to do and what happened instead. Useful details at submission help the support team understand the issue and reduce unnecessary follow-up questions.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5ac6389 elementor-widget elementor-widget-heading\" data-id=\"5ac6389\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Use a custom ticket form <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aaaae8e elementor-widget elementor-widget-text-editor\" data-id=\"aaaae8e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">If your organization uses custom ticket forms, you can use them to collect information needed for specific requests. Each custom form can have its own command or button on the Support Bot welcome card.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">For example, entering <\/span><span data-contrast=\"auto\">itsupport<\/span><span data-contrast=\"auto\"> can open an IT request form. Another form can collect different details for a separate request type.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7817137 elementor-widget elementor-widget-image\" data-id=\"7817137\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"872\" height=\"395\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/custom-ticket-forms-in-desk365-support-bot.webp\" class=\"attachment-large size-large wp-image-38170\" alt=\"custom-ticket-forms-in-desk365-support-bot\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/custom-ticket-forms-in-desk365-support-bot.webp 872w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/custom-ticket-forms-in-desk365-support-bot-300x136.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/custom-ticket-forms-in-desk365-support-bot-768x348.webp 768w\" sizes=\"(max-width: 872px) 100vw, 872px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4170cdd elementor-widget elementor-widget-text-editor\" data-id=\"4170cdd\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Custom forms standardize ticket submissions by collecting the information needed to review and route each request through the appropriate workflow.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">To configure these forms, see <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/creating-custom-ticket-forms-in-desk365\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Creating custom ticket forms in Desk365<\/span><\/a><span data-contrast=\"auto\">.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6a26fa9 elementor-widget elementor-widget-heading\" data-id=\"6a26fa9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Turn a Teams chat or channel message into a ticket <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-49e6081 elementor-widget elementor-widget-text-editor\" data-id=\"49e6081\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Not every support request starts with a formal ticket. A contact might report an email access issue in a one-on-one chat, mention a problem in a group conversation, or post a question in a Teams channel.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Instead of leaving an issue buried in a conversation, convert the relevant message into a Desk365 ticket. The support team can then track the issue, assign it, and follow up.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Follow these steps:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">Open the relevant one-on-one chat, group chat, or channel in Microsoft Teams.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Find th<\/span><span data-contrast=\"auto\">e message you want to convert into a ticket.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Open the message&#8217;s More actions (\u2026) menu.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Select Create ticket in Support Bot.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Review the ticket details populated from the message.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">If you are a support agent, check the Contact field and select the person who sent the original message if they should be the ticket requester. This field is visible to agents.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Review the details and create the ticket.<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-23083a9 elementor-widget elementor-widget-image\" data-id=\"23083a9\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"543\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/turn-teams-chat-into-support-ticket-using-desk365.webp\" class=\"attachment-large size-large wp-image-38171\" alt=\"turn-teams-chat-into-support-ticket-using-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/turn-teams-chat-into-support-ticket-using-desk365.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/turn-teams-chat-into-support-ticket-using-desk365-300x159.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/turn-teams-chat-into-support-ticket-using-desk365-768x407.webp 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4ed1e2e elementor-widget elementor-widget-text-editor\" data-id=\"4ed1e2e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><strong><span class=\"TextRun SCXW72201542 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW72201542 BCX0\">Pro tip:<\/span><\/span><\/strong><span class=\"TextRun SCXW72201542 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW72201542 BCX0\"> Convert a conversation into a ticket whenever an issue needs investigation, ownership, or follow-up. Keep the ticket updated as work <\/span><span class=\"NormalTextRun SCXW72201542 BCX0\">progresses,<\/span><span class=\"NormalTextRun SCXW72201542 BCX0\"> so the support team has a reliable record of the request, even when the original chat moves out of view.<\/span><\/span><span class=\"EOP Selected SCXW72201542 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fedd947 elementor-widget elementor-widget-heading\" data-id=\"fedd947\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Create a ticket from the Support Portal in Teams <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3fbe328 elementor-widget elementor-widget-text-editor\" data-id=\"3fbe328\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">The Desk365 Support Portal lets ticket requesters submit requests through a form in Microsoft Teams instead of using the Support Bot.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">To create a ticket:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">Open the Support Portal from the Teams menu or select View in App, where available.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Sign in using Microsoft Entra ID.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Open the ticket creation form.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Enter the required details and submit the request.<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7e5401f elementor-widget elementor-widget-image\" data-id=\"7e5401f\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"520\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/create-support-ticket-from-the-support-potal-in-teams-1024x520.webp\" class=\"attachment-large size-large wp-image-38172\" alt=\"create-support-ticket-from-the-support-portal-in-teams\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/create-support-ticket-from-the-support-potal-in-teams-1024x520.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/create-support-ticket-from-the-support-potal-in-teams-300x152.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/create-support-ticket-from-the-support-potal-in-teams-768x390.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/create-support-ticket-from-the-support-potal-in-teams.webp 1299w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6f66994 elementor-widget elementor-widget-text-editor\" data-id=\"6f66994\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW79255893 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW79255893 BCX0\">For information about accessing the portal and its other features, see<\/span> <\/span><a class=\"Hyperlink SCXW79255893 BCX0\" href=\"https:\/\/help.desk365.io\/en\/articles\/access-support-portal-within-teams\/\" target=\"_blank\" rel=\"noopener\"><span class=\"TextRun Underlined SCXW79255893 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW79255893 BCX0\" data-ccp-charstyle=\"Hyperlink\">Access the support portal within Teams<\/span><\/span><\/a><span class=\"TextRun SCXW79255893 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW79255893 BCX0\">.<\/span><\/span><span class=\"EOP Selected SCXW79255893 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a910ef elementor-widget elementor-widget-heading\" data-id=\"7a910ef\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How can you track tickets in Microsoft Teams? <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b8aeeee elementor-widget elementor-widget-text-editor\" data-id=\"b8aeeee\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW185755286 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW185755286 BCX0\">After <\/span><span class=\"NormalTextRun SCXW185755286 BCX0\">submitting<\/span><span class=\"NormalTextRun SCXW185755286 BCX0\"> a ticket, requesters can check its status, respond to support agents, provide <\/span><span class=\"NormalTextRun SCXW185755286 BCX0\">additional<\/span><span class=\"NormalTextRun SCXW185755286 BCX0\"> information, and close the ticket when the issue is <\/span><span class=\"NormalTextRun SCXW185755286 BCX0\">resolved,<\/span><span class=\"NormalTextRun SCXW185755286 BCX0\"> and the required setting is enabled.<\/span><\/span><span class=\"EOP Selected SCXW185755286 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fa73216 elementor-widget elementor-widget-heading\" data-id=\"fa73216\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Check ticket status <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a7f0939 elementor-widget elementor-widget-text-editor\" data-id=\"a7f0939\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">To check the current status of a ticket in Microsoft Teams, follow these steps:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">Open the Desk3<\/span><span data-contrast=\"auto\">65 Support Bot.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Type <\/span><span data-contrast=\"auto\">status<\/span><span data-contrast=\"auto\"> or select Check Status.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Review the list of tickets displayed.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Select the ticket you want to check.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Review its current status and the actions taken by the support team.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Select Reply if you need t<\/span><span data-contrast=\"auto\">o provide an update or additional information.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5831dde elementor-widget elementor-widget-image\" data-id=\"5831dde\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"676\" height=\"417\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/checking-the-satus-of-a-ticket-in-microsoft-teams.webp\" class=\"attachment-large size-large wp-image-38173\" alt=\"checking-the-status-of-a-ticket-in-microsoft-teams\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/checking-the-satus-of-a-ticket-in-microsoft-teams.webp 676w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/checking-the-satus-of-a-ticket-in-microsoft-teams-300x185.webp 300w\" sizes=\"(max-width: 676px) 100vw, 676px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4dd84d6 elementor-widget elementor-widget-heading\" data-id=\"4dd84d6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Get notified when an agent replies <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8d33398 elementor-widget elementor-widget-text-editor\" data-id=\"8d33398\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">The Support Bot notifies ticket requesters when a support agent responds. To continue the conversation:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">Open the Desk365 Support Bot.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Review the agent&#8217;s response.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Reply through the bot or open the Support Portal tab in Teams.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-25239fc elementor-widget elementor-widget-heading\" data-id=\"25239fc\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Reply and add attachments to an open ticket <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-15232b3 elementor-widget elementor-widget-text-editor\" data-id=\"15232b3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">If the support team needs more information, you can reply to the ticket from Microsoft Teams. You can also attach files to help explain the issue.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">To add attachments while replying:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">Open the relevant ticket in the Support Bot.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Select Reply.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Select Add Attachments.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Choose the files you want to share and send your reply.<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3656c08 elementor-widget elementor-widget-image\" data-id=\"3656c08\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"632\" height=\"532\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/adding-attachments-to-a-support-ticket-in-microsoft-teams.webp\" class=\"attachment-large size-large wp-image-38174\" alt=\"adding-attachments-to-a-support-ticket-in-microsoft-teams\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/adding-attachments-to-a-support-ticket-in-microsoft-teams.webp 632w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/adding-attachments-to-a-support-ticket-in-microsoft-teams-300x253.webp 300w\" sizes=\"(max-width: 632px) 100vw, 632px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a9e65d9 elementor-widget elementor-widget-text-editor\" data-id=\"a9e65d9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW95356950 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW95356950 BCX0\">Use screenshots, relevant documents, or other supporting files when they help explain the problem. Avoid sending unrelated information.<\/span><\/span><span class=\"EOP Selected SCXW95356950 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-88b0f4d elementor-widget elementor-widget-heading\" data-id=\"88b0f4d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Close a ticket from Teams <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-481f221 elementor-widget elementor-widget-text-editor\" data-id=\"481f221\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Ticket requesters can close a resolved ticket through the Support Bot if the administrator has enabled Allow Contacts to Close Tickets.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">To close a ticket:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">Open the relevant ticket in the Support Bot.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Select Show more.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Select Close ticket.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"auto\">If the option is unavailable, ask your Desk365 administrator to verify the setting.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">For configuration instructions, see <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/allowing-contacts-to-close-tickets\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Allowing contacts to close tickets<\/span><\/a><span data-contrast=\"auto\">.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1a4857e elementor-widget elementor-widget-heading\" data-id=\"1a4857e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Track tickets in the Support Portal tab <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a41024a elementor-widget elementor-widget-text-editor\" data-id=\"a41024a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">The Support Portal tab in Microsoft Teams provides a convenient way to organize and review ticket requests.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">You can sort tickets by creation time, status, channel, or subject to find a specific request. You can also browse the knowledge base for solutions to recurring issues before submitting a new ticket.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2532f60 elementor-widget elementor-widget-image\" data-id=\"2532f60\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"512\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/tracking-tickets-from-the-support-portal-within-microsoft-teams-1024x512.webp\" class=\"attachment-large size-large wp-image-38175\" alt=\"tracking-tickets-from-the-support-portal-within-microsoft-teams\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/tracking-tickets-from-the-support-portal-within-microsoft-teams-1024x512.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/tracking-tickets-from-the-support-portal-within-microsoft-teams-300x150.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/tracking-tickets-from-the-support-portal-within-microsoft-teams-768x384.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/tracking-tickets-from-the-support-portal-within-microsoft-teams.webp 1299w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6c9b4e9 elementor-widget elementor-widget-text-editor\" data-id=\"6c9b4e9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW12462989 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW12462989 BCX0\">For setup and access details, see <\/span><\/span><a class=\"Hyperlink SCXW12462989 BCX0\" href=\"https:\/\/help.desk365.io\/en\/articles\/access-support-portal-within-teams\/\" target=\"_blank\" rel=\"noopener\"><span class=\"TextRun Underlined SCXW12462989 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW12462989 BCX0\" data-ccp-charstyle=\"Hyperlink\">Access the support portal within Teams<\/span><\/span><\/a><span class=\"TextRun SCXW12462989 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW12462989 BCX0\">.<\/span><\/span><span class=\"EOP Selected SCXW12462989 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-10c6249 elementor-widget elementor-widget-heading\" data-id=\"10c6249\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How can support agents manage tickets in Microsoft Teams? <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b5f8c5c elementor-widget elementor-widget-text-editor\" data-id=\"b5f8c5c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW239342549 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW239342549 BCX0\">The Desk365 Agent Bot lets support agents manage tickets directly in Microsoft Teams. Agents can find assigned and unassigned tickets, respond to contacts, add notes and attachments, and update supported ticket fields.<\/span><\/span><span class=\"EOP Selected SCXW239342549 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aea0d74 elementor-widget elementor-widget-heading\" data-id=\"aea0d74\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">View assigned and unassigned tickets <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4ebdca0 elementor-widget elementor-widget-text-editor\" data-id=\"4ebdca0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Use the Agent Bot to <\/span><span data-contrast=\"auto\">find tickets that need your attention.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">Type <\/span><span data-contrast=\"auto\">tkmy<\/span><span data-contrast=\"auto\"> or use My Tickets to view tickets assigned to you.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Type <\/span><span data-contrast=\"auto\">tkun<\/span><span data-contrast=\"auto\"> or use Unassigned Tickets to find tickets that have not been assigned.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-31cfe68 elementor-widget elementor-widget-image\" data-id=\"31cfe68\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"806\" height=\"532\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/support-agents-viewing-assigned-and-unassigned-tickets-in-microsoft-teams.webp\" class=\"attachment-large size-large wp-image-38176\" alt=\"support-agents-viewing-assigned-and-unassigned-tickets-in-microsoft-teams\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/support-agents-viewing-assigned-and-unassigned-tickets-in-microsoft-teams.webp 806w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/support-agents-viewing-assigned-and-unassigned-tickets-in-microsoft-teams-300x198.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/support-agents-viewing-assigned-and-unassigned-tickets-in-microsoft-teams-768x507.webp 768w\" sizes=\"(max-width: 806px) 100vw, 806px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b3ff95a elementor-widget elementor-widget-text-editor\" data-id=\"b3ff95a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW63666462 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW63666462 BCX0\">Review the ticket details before acting.<\/span><span class=\"NormalTextRun SCXW63666462 BCX0\"> For unassigned requests, follow your team&#8217;s process for <\/span><span class=\"NormalTextRun SCXW63666462 BCX0\">determining<\/span><span class=\"NormalTextRun SCXW63666462 BCX0\"> ownership and assigning the ticket to the <\/span><span class=\"NormalTextRun SCXW63666462 BCX0\">appropriate agent<\/span><span class=\"NormalTextRun SCXW63666462 BCX0\">.<\/span><\/span><span class=\"EOP Selected SCXW63666462 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2f598e1 elementor-widget elementor-widget-heading\" data-id=\"2f598e1\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Reply to contacts and add notes <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-736dd1e elementor-widget elementor-widget-text-editor\" data-id=\"736dd1e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Support agents can respond to ticket requesters through the Agent Bot and add public or private notes to support ticket handling.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">Public replies communicate information to the contact.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Private notes help the support team record internal context without presenting the note publicly.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"auto\">Agents can also attach files when working on a ticket. Before sending a response, check that the message is intended for the contact or the i<\/span><span data-contrast=\"auto\">nternal team, as appropriate.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d9e54d elementor-widget elementor-widget-heading\" data-id=\"5d9e54d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Update ticket details <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7199b6c elementor-widget elementor-widget-text-editor\" data-id=\"7199b6c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW203880348 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW203880348 BCX0\">The Agent Bot supports ticket field updates, letting agents manage ticket progress from Microsoft Teams.<\/span><\/span><span class=\"EOP Selected SCXW203880348 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0904def elementor-widget elementor-widget-image\" data-id=\"0904def\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"484\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/support-agents-updating-ticket-details-from-microsoft-teams-1024x484.webp\" class=\"attachment-large size-large wp-image-38177\" alt=\"support-agents-updating-ticket-details-from-microsoft-teams\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/support-agents-updating-ticket-details-from-microsoft-teams-1024x484.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/support-agents-updating-ticket-details-from-microsoft-teams-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/support-agents-updating-ticket-details-from-microsoft-teams-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/support-agents-updating-ticket-details-from-microsoft-teams.webp 1299w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f4530ee elementor-widget elementor-widget-text-editor\" data-id=\"f4530ee\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Depending on the available fields and workflow, agents can update:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">Ticket status<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Priority<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Assignee<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Service-level agreement (SLA)<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Category<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Custom fields<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"auto\">Keeping ticket details current helps the support team understand what needs attention and who is responsible for the next step.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ad2ba24 elementor-widget elementor-widget-heading\" data-id=\"ad2ba24\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Access the Agent Portal within Microsoft Teams <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2728574 elementor-widget elementor-widget-text-editor\" data-id=\"2728574\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW108684418 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW108684418 BCX0\">The Agent Portal provides a portal-based workspace for managing Desk365 tickets within Microsoft Teams. Use the Agent Bot for commands and quick ticket <\/span><span class=\"NormalTextRun SCXW108684418 BCX0\">actions or<\/span><span class=\"NormalTextRun SCXW108684418 BCX0\"> open the Agent Portal when you prefer to work through the portal interface.<\/span><\/span><span class=\"EOP Selected SCXW108684418 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bbd57e2 elementor-widget elementor-widget-image\" data-id=\"bbd57e2\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"482\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/accessing-agent-portal-within-microsoft-teams-1024x482.webp\" class=\"attachment-large size-large wp-image-38178\" alt=\"accessing-agent-portal-within-microsoft-teams\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/accessing-agent-portal-within-microsoft-teams-1024x482.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/accessing-agent-portal-within-microsoft-teams-300x141.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/accessing-agent-portal-within-microsoft-teams-768x362.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/accessing-agent-portal-within-microsoft-teams.webp 1299w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f0a8e3d elementor-widget elementor-widget-text-editor\" data-id=\"f0a8e3d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><strong><span class=\"TextRun SCXW231910697 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW231910697 BCX0\">Pro tip:<\/span><\/span><\/strong><span class=\"TextRun SCXW231910697 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW231910697 BCX0\"> During onboarding, <\/span><span class=\"NormalTextRun SCXW231910697 BCX0\">demonstrate<\/span><span class=\"NormalTextRun SCXW231910697 BCX0\"> common ticket tasks in both the Agent Bot and Agent Portal. This helps agents understand which interface works best for different support tasks.<\/span><\/span><span class=\"EOP Selected SCXW231910697 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-18b859f elementor-widget elementor-widget-heading\" data-id=\"18b859f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Receive agent notifications <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c09f2c9 elementor-widget elementor-widget-text-editor\" data-id=\"c09f2c9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">The Agent Bot can notify support agents about:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">Replies from contacts<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Ticket assignments<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">New notes<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"auto\">Review the relevant ticket to understand the latest context before responding.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">For setup instructions, see the <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/agent-bot-setup-guide\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Agent Bot setup guide<\/span><\/a><span data-contrast=\"auto\"> and the <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/agent-bot-commands\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Agent Bot commands reference<\/span><\/a><span data-contrast=\"auto\">.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-26423c4 elementor-widget elementor-widget-heading\" data-id=\"26423c4\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Support Bot and Agent Bot commands at a glance <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-df717c4 elementor-widget elementor-widget-text-editor\" data-id=\"df717c4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW177690067 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW177690067 BCX0\">Use this reference to find common Desk365 commands for creating tickets, checking status, and managing the support team&#8217;s workload in Microsoft Teams.<\/span><\/span><span class=\"EOP Selected SCXW177690067 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c035a66 elementor-widget elementor-widget-html\" data-id=\"c035a66\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\r\n  .teams-commands-table {\r\n    width: 100%;\r\n    border-collapse: collapse;\r\n    font-family: Roboto, Arial, sans-serif;\r\n    border: 1px solid #dfe3f0;\r\n  }\r\n\r\n  .teams-commands-table th,\r\n  .teams-commands-table td {\r\n    padding: 14px 16px;\r\n    border: 1px solid #dfe3f0;\r\n    text-align: left;\r\n    vertical-align: top;\r\n    color: #676A77;\r\n  }\r\n\r\n<\/style>\r\n\r\n<table class=\"teams-commands-table\">\r\n  <thead>\r\n    <tr>\r\n      <th>Command or option<\/th>\r\n      <th>Bot<\/th>\r\n      <th>What it does<\/th>\r\n    <\/tr>\r\n  <\/thead>\r\n\r\n  <tbody>\r\n    <tr>\r\n      <td>create<\/td>\r\n      <td>Support Bot<\/td>\r\n      <td>Opens the ticket creation workflow.<\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>status<\/td>\r\n      <td>Support Bot<\/td>\r\n      <td>Lists tickets for status checks.<\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>Custom form command, such as salesform<\/td>\r\n      <td>Support Bot<\/td>\r\n      <td>Opens the configured custom ticket form.<\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>reset<\/td>\r\n      <td>Support Bot<\/td>\r\n      <td>Resets the current bot interaction.<\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>tkmy<\/td>\r\n      <td>Agent Bot<\/td>\r\n      <td>Lists tickets assigned to the agent.<\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td>tkun<\/td>\r\n      <td>Agent Bot<\/td>\r\n      <td>Lists unassigned tickets.<\/td>\r\n    <\/tr>\r\n  <\/tbody>\r\n<\/table>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-36a8a56 elementor-widget elementor-widget-text-editor\" data-id=\"36a8a56\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW137280213 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW137280213 BCX0\">Some commands and buttons depend on the bot, configuration, and workflow available to your organization. For the full command list, see <\/span><\/span><a class=\"Hyperlink SCXW137280213 BCX0\" href=\"https:\/\/help.desk365.io\/en\/articles\/support-bot-commands\/\" target=\"_blank\" rel=\"noopener\"><span class=\"TextRun Underlined SCXW137280213 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW137280213 BCX0\" data-ccp-charstyle=\"Hyperlink\">Support Bot commands<\/span><\/span><\/a><span class=\"TextRun SCXW137280213 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW137280213 BCX0\"> and <\/span><\/span><a class=\"Hyperlink SCXW137280213 BCX0\" href=\"https:\/\/help.desk365.io\/en\/articles\/agent-bot-commands\/\" target=\"_blank\" rel=\"noopener\"><span class=\"TextRun Underlined SCXW137280213 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW137280213 BCX0\" data-ccp-charstyle=\"Hyperlink\">Agent Bot commands<\/span><\/span><\/a><span class=\"TextRun SCXW137280213 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW137280213 BCX0\">.<\/span><\/span><span class=\"EOP Selected SCXW137280213 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e71cc2e elementor-widget elementor-widget-heading\" data-id=\"e71cc2e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Troubleshooting <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-611382d elementor-widget elementor-widget-text-editor\" data-id=\"611382d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">If Desk365 does not work as expected in Microsoft Teams, check the following common issues<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li><span data-contrast=\"auto\">Teams display an \u201cApplication cannot be found\u201d message. Review the <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/application-cannot-be-found-message-in-teams-bots\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Application cannot be found troubleshooting guide<\/span><\/a><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">The Support Portal does not load inside the bot. Follow the <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/troubleshooting-support-portal-loading-issues-within-the-support-bot\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Support Portal loading troubleshooting guide<\/span><\/a><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">The bot displays the old language or an outdated interaction. Try the <\/span><span data-contrast=\"auto\">reset<\/span><span data-contrast=\"auto\"> command and start the interaction again.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">You cannot add or access Teams apps. Contact your Microsoft Teams administrator to check your organization&#8217;s app permissions and policies.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">The Support Bot is missing for some users. Ask your Teams administrator to review the app setup policy and confirm that the affected users are covered.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"auto\">If the issue continues, share the error message <\/span><span data-contrast=\"auto\">and the steps that led to it with your administrator or support team.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d06c644 elementor-widget elementor-widget-heading\" data-id=\"d06c644\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Related articles <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b25827 elementor-widget elementor-widget-text-editor\" data-id=\"4b25827\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li><a href=\"https:\/\/help.desk365.io\/en\/articles\/integrating-desk365-with-microsoft-teams\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Integrating Desk365 with Microsoft Teams<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><a href=\"https:\/\/help.desk365.io\/en\/articles\/support-bot-commands\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Support Bot commands<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><a href=\"https:\/\/help.desk365.io\/en\/articles\/agent-bot-commands\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Agent Bot commands in Teams | Desk365<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><a href=\"https:\/\/help.desk365.io\/en\/articles\/agent-bot-setup-guide\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Desk365 Agent Bot &#8211; Setup Guide<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><a href=\"https:\/\/help.desk365.io\/en\/articles\/access-support-portal-within-teams\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Access the support portal within Teams<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><a href=\"https:\/\/help.desk365.io\/en\/articles\/change-approval-management\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Change and approval management<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li><a href=\"https:\/\/help.desk365.io\/en\/articles\/creating-a-ticket-via-email\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Creating a ticket via email<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f3e3b14 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f3e3b14\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d381342\" data-id=\"d381342\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-29615ae elementor-widget elementor-widget-heading\" data-id=\"29615ae\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Frequently Asked Questions<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5f3077c pricing__faq elementor-widget elementor-widget-toggle\" data-id=\"5f3077c\" data-element_type=\"widget\" data-widget_type=\"toggle.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-toggle\">\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-9981\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-9981\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Can I create help desk tickets directly in Microsoft Teams with Desk365? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-9981\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-9981\"><p><span class=\"TextRun SCXW267307025 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW267307025 BCX0\">Yes. Open the Desk365 Support Bot, type <\/span><span class=\"NormalTextRun SCXW267307025 BCX0\">create<\/span><span class=\"NormalTextRun SCXW267307025 BCX0\"> or select Create Ticket, complete the form, and <\/span><span class=\"NormalTextRun SCXW267307025 BCX0\">submit<\/span><span class=\"NormalTextRun SCXW267307025 BCX0\"> it. The bot confirms when the ticket is created.<\/span><\/span><span class=\"EOP Selected SCXW267307025 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-9982\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-9982\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Can I turn a Teams chat or channel message into a ticket? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-9982\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-9982\"><p><span class=\"TextRun SCXW167407961 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW167407961 BCX0\">Yes. Open the <\/span><\/span><span class=\"TextRun SCXW167407961 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW167407961 BCX0\">message&#8217;s <\/span><span class=\"NormalTextRun SCXW167407961 BCX0\">More actions (\u2026)<\/span><span class=\"NormalTextRun SCXW167407961 BCX0\"> menu and select <\/span><span class=\"NormalTextRun SCXW167407961 BCX0\">Create Ticket in Support Bot<\/span><span class=\"NormalTextRun SCXW167407961 BCX0\">. Review the ticket details before creating it. <\/span><span class=\"NormalTextRun SCXW167407961 BCX0\">Support agents can use the Contact field to select the ticket requester.<\/span><\/span><span class=\"EOP Selected SCXW167407961 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-9983\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-9983\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Which Desk365 plans include the Microsoft Teams integration? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-9983\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-9983\"><p><span class=\"TextRun SCXW137766870 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW137766870 BCX0\">The Support Bot and Agent Bot are available with the Standard, Plus, and Premium plans.<\/span><\/span><span class=\"EOP Selected SCXW137766870 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-9984\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-9984\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">How do I check the status of a ticket in Microsoft Teams? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-9984\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-9984\"><p><span class=\"TextRun SCXW207962273 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW207962273 BCX0\">Type <\/span><\/span><span class=\"TextRun SCXW207962273 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW207962273 BCX0\">status<\/span><\/span><span class=\"TextRun SCXW207962273 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW207962273 BCX0\"> in the Support Bot or select Check Status. <\/span><span class=\"NormalTextRun SCXW207962273 BCX0\">Choose a ticket to view its current status and reply if needed.<\/span><\/span><span class=\"EOP Selected SCXW207962273 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-9985\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"button\" aria-controls=\"elementor-tab-content-9985\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Will I receive a Microsoft Teams notification when a support agent replies? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-9985\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"region\" aria-labelledby=\"elementor-tab-title-9985\"><p><span class=\"TextRun SCXW121207728 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW121207728 BCX0\">Yes. The Support Bot notifies ticket requesters when a support agent responds. You can review the response and reply through the bot or the Support Portal tab in Teams.<\/span><\/span><span class=\"EOP Selected SCXW121207728 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-9986\" class=\"elementor-tab-title\" data-tab=\"6\" role=\"button\" aria-controls=\"elementor-tab-content-9986\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Can I add files to a ticket from Microsoft Teams? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-9986\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"6\" role=\"region\" aria-labelledby=\"elementor-tab-title-9986\"><p><span class=\"TextRun SCXW129509324 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW129509324 BCX0\">Ye<\/span><\/span><span class=\"TextRun SCXW129509324 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW129509324 BCX0\">s. Attach files when creating a ticket or add them later by opening the ticket in the Support Bot, selecting <\/span><span class=\"NormalTextRun SCXW129509324 BCX0\">Reply<\/span><span class=\"NormalTextRun SCXW129509324 BCX0\">, and choosing <\/span><span class=\"NormalTextRun SCXW129509324 BCX0\">Add Attachments<\/span><span class=\"NormalTextRun SCXW129509324 BCX0\">.<\/span><\/span><span class=\"EOP Selected SCXW129509324 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-9987\" class=\"elementor-tab-title\" data-tab=\"7\" role=\"button\" aria-controls=\"elementor-tab-content-9987\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Can I close my own ticket from Teams? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-9987\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"7\" role=\"region\" aria-labelledby=\"elementor-tab-title-9987\"><p><span class=\"TextRun SCXW165442385 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW165442385 BCX0\">Yes, if your administrator has enabl<\/span><\/span><span class=\"TextRun SCXW165442385 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW165442385 BCX0\">ed <\/span><span class=\"NormalTextRun SCXW165442385 BCX0\">Allow Contacts to Close Tickets<\/span><span class=\"NormalTextRun SCXW165442385 BCX0\">. Open the ticket in the Support Bot, select <\/span><span class=\"NormalTextRun SCXW165442385 BCX0\">Show more<\/span><span class=\"NormalTextRun SCXW165442385 BCX0\">, and then select <\/span><span class=\"NormalTextRun SCXW165442385 BCX0\">Close ticket<\/span><span class=\"NormalTextRun SCXW165442385 BCX0\">.<\/span><\/span><span class=\"EOP Selected SCXW165442385 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-9988\" class=\"elementor-tab-title\" data-tab=\"8\" role=\"button\" aria-controls=\"elementor-tab-content-9988\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Can support agents manage tickets without leaving Microsoft Teams? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-9988\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"8\" role=\"region\" aria-labelledby=\"elementor-tab-title-9988\"><p><span class=\"TextRun SCXW151339222 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW151339222 BCX0\">Yes. The Agent Bot lets support agents find tickets, reply to contacts, add notes and attachments, and update supported fields. The Agent Portal provides an alternative portal-based workspace within Teams.<\/span><\/span><span class=\"EOP Selected SCXW151339222 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-9989\" class=\"elementor-tab-title\" data-tab=\"9\" role=\"button\" aria-controls=\"elementor-tab-content-9989\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">How can I make the Support Bot available to users in my organization? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-9989\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"9\" role=\"region\" aria-labelledby=\"elementor-tab-title-9989\"><p><span data-contrast=\"auto\">A Microsoft Teams administrator can configure an app setup policy in the Teams admin center to install and pin the Support Bot for the users covered by that policy.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">See <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/using-app-setup-policies-to-pin-and-auto-install-support-bot-in-teams\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Using app setup policies to pin and auto-install the Support Bot in Teams<\/span><\/a><span data-contrast=\"auto\">.<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-99810\" class=\"elementor-tab-title\" data-tab=\"10\" role=\"button\" aria-controls=\"elementor-tab-content-99810\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Do contacts need to create a Desk365 contact record before submitting a ticket? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-99810\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"10\" role=\"region\" aria-labelledby=\"elementor-tab-title-99810\"><p><span class=\"TextRun SCXW176742891 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW176742891 BCX0\">No. <\/span><span class=\"NormalTextRun SCXW176742891 BCX0\">Desk365 automatically creates a contact record when someone <\/span><span class=\"NormalTextRun SCXW176742891 BCX0\">submits<\/span><span class=\"NormalTextRun SCXW176742891 BCX0\"> their first ticket through the Support Bot.<\/span><\/span><span class=\"EOP Selected SCXW176742891 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-99811\" class=\"elementor-tab-title\" data-tab=\"11\" role=\"button\" aria-controls=\"elementor-tab-content-99811\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Can ticket requesters view their tickets through a portal inside Teams? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-99811\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"11\" role=\"region\" aria-labelledby=\"elementor-tab-title-99811\"><p><span class=\"TextRun SCXW243591077 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW243591077 BCX0\">Yes. The Desk365 Support Portal opens within Microsoft Teams and lets ticket requesters create and track tickets, review updates, and browse the knowledge base. Users sign in using Microsoft Entra ID, and the organization must be <\/span><span class=\"NormalTextRun SCXW243591077 BCX0\">synced<\/span><span class=\"NormalTextRun SCXW243591077 BCX0\"> with Microsoft 365.<\/span><\/span><span class=\"EOP Selected SCXW243591077 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-99812\" class=\"elementor-tab-title\" data-tab=\"12\" role=\"button\" aria-controls=\"elementor-tab-content-99812\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Can I use different ticket forms for different request types? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-99812\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"12\" role=\"region\" aria-labelledby=\"elementor-tab-title-99812\"><p><span data-contrast=\"auto\">Yes. Each configured custom ticket form can have its own Support Bot command, such as <\/span><span data-contrast=\"auto\">salesform<\/span><span data-contrast=\"auto\">, or a button on the welcome card.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">See <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/creating-custom-ticket-forms-in-desk365\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Creating custom ticket forms in Desk365<\/span><\/a><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-99813\" class=\"elementor-tab-title\" data-tab=\"13\" role=\"button\" aria-controls=\"elementor-tab-content-99813\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Can approvers approve requests through Microsoft Teams? <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-99813\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"13\" role=\"region\" aria-labelledby=\"elementor-tab-title-99813\"><p><span class=\"TextRun SCXW144044207 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW144044207 BCX0\">Desk365 has chang<\/span><span class=\"NormalTextRun SCXW144044207 BCX0\">e\/<\/span><span class=\"NormalTextRun SCXW144044207 BCX0\">approval<\/span><span class=\"NormalTextRun SCXW144044207 BCX0\"> management functionality. Check the current <\/span><\/span><a class=\"Hyperlink SCXW144044207 BCX0\" href=\"https:\/\/help.desk365.io\/en\/articles\/change-approval-management\/\" target=\"_blank\" rel=\"noopener\"><span class=\"TextRun Underlined SCXW144044207 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW144044207 BCX0\" data-ccp-charstyle=\"Hyperlink\">Change and <\/span><span class=\"NormalTextRun SCXW144044207 BCX0\" data-ccp-charstyle=\"Hyperlink\">approval<\/span><span class=\"NormalTextRun SCXW144044207 BCX0\" data-ccp-charstyle=\"Hyperlink\"> management guide<\/span><\/span><\/a><span class=\"TextRun SCXW144044207 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW144044207 BCX0\"> for the supported <\/span><span class=\"NormalTextRun SCXW144044207 BCX0\">approval<\/span><span class=\"NormalTextRun SCXW144044207 BCX0\"> workflow and available actions.<\/span><\/span><span class=\"EOP Selected SCXW144044207 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<script type=\"application\/ld+json\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@type\":\"FAQPage\",\"mainEntity\":[{\"@type\":\"Question\",\"name\":\"Can I create help desk tickets directly in Microsoft Teams with Desk365?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW267307025 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW267307025 BCX0\\\">Yes. Open the Desk365 Support Bot, type <\\\/span><span class=\\\"NormalTextRun SCXW267307025 BCX0\\\">create<\\\/span><span class=\\\"NormalTextRun SCXW267307025 BCX0\\\"> or select Create Ticket, complete the form, and <\\\/span><span class=\\\"NormalTextRun SCXW267307025 BCX0\\\">submit<\\\/span><span class=\\\"NormalTextRun SCXW267307025 BCX0\\\"> it. The bot confirms when the ticket is created.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW267307025 BCX0\\\" data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\\\">\\u00a0<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"Can I turn a Teams chat or channel message into a ticket?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW167407961 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW167407961 BCX0\\\">Yes. Open the <\\\/span><\\\/span><span class=\\\"TextRun SCXW167407961 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW167407961 BCX0\\\">message&#8217;s <\\\/span><span class=\\\"NormalTextRun SCXW167407961 BCX0\\\">More actions (\\u2026)<\\\/span><span class=\\\"NormalTextRun SCXW167407961 BCX0\\\"> menu and select <\\\/span><span class=\\\"NormalTextRun SCXW167407961 BCX0\\\">Create Ticket in Support Bot<\\\/span><span class=\\\"NormalTextRun SCXW167407961 BCX0\\\">. Review the ticket details before creating it. <\\\/span><span class=\\\"NormalTextRun SCXW167407961 BCX0\\\">Support agents can use the Contact field to select the ticket requester.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW167407961 BCX0\\\" data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\\\">\\u00a0<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"Which Desk365 plans include the Microsoft Teams integration?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW137766870 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW137766870 BCX0\\\">The Support Bot and Agent Bot are available with the Standard, Plus, and Premium plans.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW137766870 BCX0\\\" data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\\\">\\u00a0<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"How do I check the status of a ticket in Microsoft Teams?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW207962273 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW207962273 BCX0\\\">Type <\\\/span><\\\/span><span class=\\\"TextRun SCXW207962273 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW207962273 BCX0\\\">status<\\\/span><\\\/span><span class=\\\"TextRun SCXW207962273 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW207962273 BCX0\\\"> in the Support Bot or select Check Status. <\\\/span><span class=\\\"NormalTextRun SCXW207962273 BCX0\\\">Choose a ticket to view its current status and reply if needed.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW207962273 BCX0\\\" data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\\\">\\u00a0<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"Will I receive a Microsoft Teams notification when a support agent replies?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW121207728 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW121207728 BCX0\\\">Yes. The Support Bot notifies ticket requesters when a support agent responds. You can review the response and reply through the bot or the Support Portal tab in Teams.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW121207728 BCX0\\\" data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\\\">\\u00a0<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"Can I add files to a ticket from Microsoft Teams?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW129509324 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW129509324 BCX0\\\">Ye<\\\/span><\\\/span><span class=\\\"TextRun SCXW129509324 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW129509324 BCX0\\\">s. Attach files when creating a ticket or add them later by opening the ticket in the Support Bot, selecting <\\\/span><span class=\\\"NormalTextRun SCXW129509324 BCX0\\\">Reply<\\\/span><span class=\\\"NormalTextRun SCXW129509324 BCX0\\\">, and choosing <\\\/span><span class=\\\"NormalTextRun SCXW129509324 BCX0\\\">Add Attachments<\\\/span><span class=\\\"NormalTextRun SCXW129509324 BCX0\\\">.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW129509324 BCX0\\\" data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\\\">\\u00a0<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"Can I close my own ticket from Teams?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW165442385 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW165442385 BCX0\\\">Yes, if your administrator has enabl<\\\/span><\\\/span><span class=\\\"TextRun SCXW165442385 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW165442385 BCX0\\\">ed <\\\/span><span class=\\\"NormalTextRun SCXW165442385 BCX0\\\">Allow Contacts to Close Tickets<\\\/span><span class=\\\"NormalTextRun SCXW165442385 BCX0\\\">. Open the ticket in the Support Bot, select <\\\/span><span class=\\\"NormalTextRun SCXW165442385 BCX0\\\">Show more<\\\/span><span class=\\\"NormalTextRun SCXW165442385 BCX0\\\">, and then select <\\\/span><span class=\\\"NormalTextRun SCXW165442385 BCX0\\\">Close ticket<\\\/span><span class=\\\"NormalTextRun SCXW165442385 BCX0\\\">.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW165442385 BCX0\\\" data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\\\">\\u00a0<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"Can support agents manage tickets without leaving Microsoft Teams?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW151339222 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW151339222 BCX0\\\">Yes. The Agent Bot lets support agents find tickets, reply to contacts, add notes and attachments, and update supported fields. The Agent Portal provides an alternative portal-based workspace within Teams.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW151339222 BCX0\\\" data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\\\">\\u00a0<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"How can I make the Support Bot available to users in my organization?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span data-contrast=\\\"auto\\\">A Microsoft Teams administrator can configure an app setup policy in the Teams admin center to install and pin the Support Bot for the users covered by that policy.<\\\/span><span data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\\\">\\u00a0<\\\/span><\\\/p><p><span data-contrast=\\\"auto\\\">See <\\\/span><a href=\\\"https:\\\/\\\/help.desk365.io\\\/en\\\/articles\\\/using-app-setup-policies-to-pin-and-auto-install-support-bot-in-teams\\\/\\\" target=\\\"_blank\\\" rel=\\\"noopener\\\"><span data-contrast=\\\"none\\\">Using app setup policies to pin and auto-install the Support Bot in Teams<\\\/span><\\\/a><span data-contrast=\\\"auto\\\">.<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"Do contacts need to create a Desk365 contact record before submitting a ticket?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW176742891 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW176742891 BCX0\\\">No. <\\\/span><span class=\\\"NormalTextRun SCXW176742891 BCX0\\\">Desk365 automatically creates a contact record when someone <\\\/span><span class=\\\"NormalTextRun SCXW176742891 BCX0\\\">submits<\\\/span><span class=\\\"NormalTextRun SCXW176742891 BCX0\\\"> their first ticket through the Support Bot.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW176742891 BCX0\\\" data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\\\">\\u00a0<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"Can ticket requesters view their tickets through a portal inside Teams?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW243591077 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW243591077 BCX0\\\">Yes. The Desk365 Support Portal opens within Microsoft Teams and lets ticket requesters create and track tickets, review updates, and browse the knowledge base. Users sign in using Microsoft Entra ID, and the organization must be <\\\/span><span class=\\\"NormalTextRun SCXW243591077 BCX0\\\">synced<\\\/span><span class=\\\"NormalTextRun SCXW243591077 BCX0\\\"> with Microsoft 365.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW243591077 BCX0\\\" data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\\\">\\u00a0<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"Can I use different ticket forms for different request types?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span data-contrast=\\\"auto\\\">Yes. Each configured custom ticket form can have its own Support Bot command, such as <\\\/span><span data-contrast=\\\"auto\\\">salesform<\\\/span><span data-contrast=\\\"auto\\\">, or a button on the welcome card.<\\\/span><span data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\\\">\\u00a0<\\\/span><\\\/p><p><span data-contrast=\\\"auto\\\">See <\\\/span><a href=\\\"https:\\\/\\\/help.desk365.io\\\/en\\\/articles\\\/creating-custom-ticket-forms-in-desk365\\\/\\\" target=\\\"_blank\\\" rel=\\\"noopener\\\"><span data-contrast=\\\"none\\\">Creating custom ticket forms in Desk365<\\\/span><\\\/a><span data-contrast=\\\"auto\\\">.<\\\/span><span data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\\\">\\u00a0<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"Can approvers approve requests through Microsoft Teams?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW144044207 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW144044207 BCX0\\\">Desk365 has chang<\\\/span><span class=\\\"NormalTextRun SCXW144044207 BCX0\\\">e\\\/<\\\/span><span class=\\\"NormalTextRun SCXW144044207 BCX0\\\">approval<\\\/span><span class=\\\"NormalTextRun SCXW144044207 BCX0\\\"> management functionality. Check the current <\\\/span><\\\/span><a class=\\\"Hyperlink SCXW144044207 BCX0\\\" href=\\\"https:\\\/\\\/help.desk365.io\\\/en\\\/articles\\\/change-approval-management\\\/\\\" target=\\\"_blank\\\" rel=\\\"noopener\\\"><span class=\\\"TextRun Underlined SCXW144044207 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"none\\\"><span class=\\\"NormalTextRun SCXW144044207 BCX0\\\" data-ccp-charstyle=\\\"Hyperlink\\\">Change and <\\\/span><span class=\\\"NormalTextRun SCXW144044207 BCX0\\\" data-ccp-charstyle=\\\"Hyperlink\\\">approval<\\\/span><span class=\\\"NormalTextRun SCXW144044207 BCX0\\\" data-ccp-charstyle=\\\"Hyperlink\\\"> management guide<\\\/span><\\\/span><\\\/a><span class=\\\"TextRun SCXW144044207 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW144044207 BCX0\\\"> for the supported <\\\/span><span class=\\\"NormalTextRun SCXW144044207 BCX0\\\">approval<\\\/span><span class=\\\"NormalTextRun SCXW144044207 BCX0\\\"> workflow and available actions.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW144044207 BCX0\\\" data-ccp-props=\\\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\\\">\\u00a0<\\\/span><\\\/p>\"}}]}<\/script>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":17839,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-38155","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/38155","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=38155"}],"version-history":[{"count":15,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/38155\/revisions"}],"predecessor-version":[{"id":38192,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/38155\/revisions\/38192"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/17839"}],"next":[{"title":"Support Bot - Setup guide","link":"https:\/\/help.desk365.io\/en\/articles\/support-bot-setup-guide\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/19918"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=38155"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=38155"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}