Troubleshooting: Channel not listed in BoldDesk Teams configuration page after installation.

Method 1

To fix this issue, follow the given steps:

1. Once you install BoldDesk in Microsoft Teams, a textbox will appear in the channel. Input your domain in the textbox and click Submit.

   
   
   

2. Navigate to your domain where you will need to log in.

Upon successful login, the BoldDesk Teams configuration page will display the Teams channel.

Method 2

• If you have installed the BoldDesk app and logged into your domain but can’t find the channel listed on the configuration page, it is probably because the token has expired.

• To resolve this issue, re-authenticate Microsoft Teams on the Teams configuration page within the BoldDesk portal.

• To re-authenticate Microsoft Teams in BoldDesk:
  Go to Admin > Marketplace > Microsoft Teams > Re-Authentication.

  

Uninstalling and reinstalling the BoldDesk App

You can uninstall and reinstall BoldDesk to resolve the issue.

To uninstall BoldDesk from the Teams channel, follow the given steps:

1. Click Manage team.

   
   
   

2. Go to the Apps section, click the more options in the BoldDesk application, and then click Remove.

   
   
   

To install the BoldDesk app in the Teams channels, explore further instructions about How to Integrate Microsoft Teams with BoldDesk.

How will the agent receive notifications in Teams?

To receive notifications in Teams, follow the given steps:

1. Set up a notification for yourself by selecting the Add for me option in the Teams bot.

   
   
   

2. Choose the Notify Assignee option in the BoldDesk MS Teams configuration, as shown in the below screenshot.

   
   
   

You will receive notifications of selected ticket events as shown in the screenshot.

Learn more about How to Integrate Microsoft Teams with BoldDesk.
Learn more about How to Configure the Microsoft Teams Channel Notifications.

Troubleshooting: Not receiving notifications for tickets

Channel notification

• The conditions and ticket events should match those you have configured in the BoldDesk Teams configuration page.

Assignee notification

• The conditions and ticket events should match those you have configured in the BoldDesk Teams configuration page.
• Only the ticket assignee (agent) who installed the app will receive notifications.
• Agents will not receive notifications for replies and notes added by themselves.

Reauthenticate Teams on the configuration page

• If MS Teams is not used frequently, the token will expire in 90 days, and you will have to manually reauthenticate Teams on the configuration page. If MS Teams is used regularly, the token will be automatically refreshed.

FAQs

1. Why does the channel show for some agents but not others?
   Channel visibility depends on whether the agent has installed the BoldDesk Teams bot and authenticated with the correct domain.

2. Does changing the BoldDesk domain require reinstalling the Teams bot?
   Yes. If your domain changes, the bot must be reinstalled and re-submitted with the updated domain to sync correctly.

3. Can multiple Teams channels be linked to the same BoldDesk project?
   Yes. You can configure multiple channels, provided each channel is authenticated and visible on the configuration page.

Related Articles

1. How to Configure the Microsoft Teams Channel Notifications
2. How to Integrate Microsoft Teams with BoldDesk