Once the Microsoft Teams Meeting app has been installed and enabled by your BoldDesk administrator, each user must authorize the app in their personal settings before they can create and manage Teams meetings from within BoldDesk. This article explains how to authorize, re-authorize, or revoke the Microsoft Teams Meeting app, along with common prerequisites and troubleshooting information to ensure seamless meeting scheduling.

Prerequisites

• MS Teams must have been installed. Explore How to Integrate Microsoft Teams with BoldDesk.
• The user must have the permission to manage settings.

Authorizing the MS Teams Meeting App

To authorize the MS Teams Meeting app, follow the given steps:

1. Click the Profile icon in the top-right corner as indicated below.
   
   
   
   
   
2. Select Personal Settings.
   
   
   
   
   
3. Navigate to the Apps tab in personal settings.
   
   
   
   
   
4. Once enabled, please click the Authorize button to proceed. You will be redirected to the Microsoft website. If the Authorize button in your personal settings is disabled, please reach out to your Administrator.
   
   
   
   
   
   
   
   
5. Enter your Microsoft email ID, and then click Next to proceed.
   
   
   
   
   

Re-Authorizing the MS Teams Meeting

Click the Re-Authorize button in the Apps section to restart the authentication process.

Revoking the MS Teams Meeting

Click the Revoke button in the Apps section to cancel the authentication.

Troubleshooting

Authorize Button is Disabled in Personal Settings → Apps

Common causes stated in the source article:

• App installation: The Microsoft Teams Meeting app is not installed from the BoldDesk marketplace.
• Permissions: The user does not have the required permissions to access/manage the Microsoft Teams Meeting app.

Resolution:

• Confirm the BoldDesk administrator has installed the Microsoft Teams Meeting app.
• Confirm the user has the required permission to manage settings (as required by the prerequisites).

Unable to Schedule Meetings in BoldDesk

If the Microsoft Teams Meeting app is not authorized in Personal Settings, the user cannot schedule meetings in BoldDesk.

Frequently Asked Questions

1. Where does a user authorize the Microsoft Teams Meeting app in BoldDesk?
   The user authorizes the app in Profile icon → Personal Settings → Apps.

2. What does the Authorize button do?
   Authorize redirects the user to Microsoft sign-in/consent so the user can connect Microsoft Teams Meeting to BoldDesk.

3. Why is the Authorize button disabled?
   The app might not be installed from the BoldDesk marketplace, or the user might not have the required permissions.

4. What happens if a user does not authorize the Microsoft Teams Meeting app?
   The user cannot schedule Microsoft Teams meetings from within BoldDesk.

5. When should a user use Re-Authorize?
   Use Re-Authorize to restart the Microsoft authentication process from Personal Settings → Apps.

6. What happens when a user selects Revoke?
   Revoke cancels the authentication. The user must authorize again to schedule meetings in BoldDesk.

7. Does app authorization apply to the whole BoldDesk account or a single user?
   Authorization is done in Personal Settings, so it is performed per user.

8. If I have Send As permission for a shared mailbox, can I choose that mailbox as the “From” address when creating a Microsoft Teams meeting activity in BoldDesk?
   No. When creating a Microsoft Teams meeting activity in BoldDesk, there is no option to select a different From or organizer address. The meeting invitation is sent from and associated with the Microsoft account that authorized the MS Teams Meeting app in the agent’s Personal Settings. As a result, Send As permissions for a shared mailbox are not used when creating meetings. To have meeting invitations sent from a different mailbox, the Teams Meeting app must be authorized using a sign-in-enabled Microsoft 365 user account associated with that mailbox, since shared mailboxes typically cannot be used to sign in and authorize the integration.

9. Can I use a shared email account for Microsoft Teams meeting invitations in BoldDesk?
   No. The Microsoft Teams integration in BoldDesk requires authorization through a Microsoft user account that can sign in to Microsoft during the authorization process. A standard Microsoft 365 shared mailbox cannot be used directly because it does not support interactive sign-in. If you need meeting invitations to appear from a shared email address, you can authorize the integration using a Microsoft 365 user account that has Send As or Send on Behalf Of permissions for the shared mailbox. However, whether meeting invitations display the shared mailbox address depends on your Microsoft Teams and Microsoft 365 configuration. The Teams integration is authenticated using agent portal credentials, and end users/contacts cannot create tickets through the Microsoft Teams channel.

Related Articles

1. How to Integrate Microsoft Teams with BoldDesk
2. Setting up Microsoft Teams Meeting App with BoldDesk