BoldDesk Microsoft Teams Integration: How to Create and Update Tickets from Teams
BoldDesk’s Microsoft Teams integration enables seamless two-way synchronization between your helpdesk and Teams. This feature allows agents to create tickets, add replies, notes, and update ticket properties directly from Teams without switching platforms.
Prerequisites for Microsoft Teams Integration
Before you begin using the Microsoft Teams integration, make sure that Microsoft Teams is installed and successfully configured with BoldDesk. Explore further instructions about Installing and Configuring Microsoft Teams.
In this article, you’ll learn:
- How to create and manage tickets from Microsoft Teams.
- Available ticket actions and their workflows.
- Troubleshooting tips for common issues.
- Answers to frequently asked questions.
Ticket Actions Available in Microsoft Teams
When a ticket-related action occurs, BoldDesk sends a notification to your designated Teams channel or personal chat. From this notification, you can perform the following actions:
- Create Ticket
- Reply
- Add Note
- Update Properties
Create Ticket
This feature enables you to create a new ticket directly within Microsoft Teams. To create a new ticket, please adhere to the following steps:
- Enter the Create Ticket command and click the “Create Ticket” button.
- Alternatively, you have the option to choose Create a new ticket from the context menu.
At present, only agents can create support tickets through the Microsoft Teams channel. This is because the BoldDesk bot is authenticated using agent portal credentials. Therefore, end users/contacts are not able to create tickets via the Teams channel.
- Enter the required details on the form and click Submit.
- After you click the Submit button, a confirmation message will be posted in your Microsoft Teams channel, displaying the details of the newly created ticket.
Reply
The reply option allows you to add a new reply to the ticket from Microsoft Teams.
Add Note
The add note option enables you to add a new note to the ticket. It also gives you a choice to make the note either private or public.
Property Update
The property update option enables you to update the properties of the ticket, such as status and priority.
FAQs
1. Can end users create tickets from Teams?
No, only agents can create tickets because the BoldDesk bot uses agent credentials.
2. Do replies added from Teams appear in BoldDesk?
Yes, replies sync instantly and appear in the ticket thread in BoldDesk.
3. Can I update custom fields from Teams?
Currently, only standard properties like status and priority can be updated from Teams.
4. Is the Teams integration available on all BoldDesk plans?
Yes, Teams integration is available on all paid plans.
5. Can I mention other agents in Teams replies?
Mentions in Teams do not sync to BoldDesk mentions. Use BoldDesk’s @mention feature in the portal for that.
