The BoldDesk Customer Support Bot App for Microsoft Teams enables organizations to bring customer support directly into the Teams environment. After customizing and deploying the app, customers can create support tickets, receive ticket notifications, track ticket updates, and interact with support teams without leaving Microsoft Teams. This integration centralizes support communication, improves visibility into ticket activity, and delivers a more seamless support experience.

Use Case

Organizations that use Microsoft Teams as a primary communication platform can extend their support experience by deploying the BoldDesk Customer Support Bot App. Customers can submit support requests, receive ticket notifications, monitor ticket progress, and stay informed about updates directly within Microsoft Teams, eliminating the need to frequently access the BoldDesk customer portal. This helps streamline support interactions, improve visibility into ticket activity, and provide a convenient, centralized support experience.

Prerequisites

• The user must have the manage settings permission enabled.
• Microsoft Teams must be integrated with BoldDesk and you have access to Microsoft administrator credentials. Learn How to Integrate Microsoft Teams with BoldDesk.

Customizing and Downloading the Bot App Package

1. Navigate Admin > Marketplace > Microsoft Teams.
2. Click on more options icon and select customize another app.
3. Provide the following configurations in the pop-up window.

   Field	Description
   App Name	Specifies the name displayed for the Customer Support Bot App in Microsoft Teams. Use a clear and recognizable name that helps users identify your support application. Maximum: 30 characters.
   Short Description	Provides a brief summary of the app’s purpose. This description appears in Microsoft Teams when users view the app details. Maximum: 80 characters.
   Full Description	Provides a detailed overview of the app’s functionality and usage. This information helps users understand the purpose and capabilities of the app before installation. Maximum: 4000 characters.
   Message Extension Title	Defines the title displayed for the Teams message extension. Users see this title when accessing the app’s messaging capabilities within Microsoft Teams. Maximum: 32 characters.
   Brand	Controls the app’s visual branding in Microsoft Teams. This section includes: • App Icon (192 × 192 px): The primary app icon displayed in Teams app listings and installation pages. • Outline Icon (32 × 32 px): A simplified icon used in Teams navigation and compact views.
   Accent Color	Specifies the background color displayed behind the outline icon in Microsoft Teams. Select a color that matches your organization’s branding and improves icon visibility.
   BoldDesk API Key	Used to connect the Microsoft Teams Customer Support Bot App to your BoldDesk portal. The API key authenticates requests between Microsoft Teams and BoldDesk.

4. Click on Verify BoldDesk API Key. Once it is verified, click on Create Package.
5. Click on Download Package to download the ZIP file. Check the GIF below for more insights.
   
   
   
   
   

Uploading and Installing the Customized App in Microsoft Teams

1. Open Microsoft Teams.
2. Go to Apps.
3. Use the Upload app option and upload the downloaded BoldDesk bot app package.
4. Install the app (for a team/channel or for yourself, depending on your Teams option).
   
   
   
   
   
5. Open the BoldDesk bot chat or the channel where it was installed.
6. In the sign-in card, enter your BoldDesk domain and select Submit.
   
   
   
   
   
7. You will get the below message for Bot connected. Customers will then have an option to create tickets directly from Microsoft Teams.
   
   
   
   
   
   
   
   

Frequently Asked Questions

1. Do customers need to access the BoldDesk portal to create tickets if the bot app is installed?
   No. Customers can create support tickets directly from the Customer Support Bot App in Microsoft Teams without accessing the BoldDesk portal.

2. What information is required to connect the bot after installation?
   The user must enter the BoldDesk domain in the Teams bot sign-in card and submit it to complete the connection.

3. What is the BoldDesk API Key used for in the app package customization?
   The BoldDesk API Key authenticates requests between Microsoft Teams and the BoldDesk portal. The key must pass Verify BoldDesk API Key before the package can be created.

4. Why is the channel not appearing in the BoldDesk Teams configuration page?
   Common causes include the domain sign-in step not being completed in the channel, or an expired Teams authentication token. Use the “Re-submit domain” method or Re-Authentication in BoldDesk.

5. Who receives assignee notifications in Microsoft Teams?
   Only the ticket assignee (agent) who installed the app receives those notifications.

6. Why doesn’t an agent receive notifications for their own replies or notes?
   Agents do not receive notifications for replies/notes that the same agent added themselves.

7. What should be checked first if ticket notifications are not arriving in Teams?
   Confirm the configured events and conditions match the ticket scenario, and reauthenticate Microsoft Teams if the token has expired.

8. Can the app branding (icons and accent color) be customized?
   Yes. The package customization includes App Icon (192×192 px), Outline Icon (32×32 px), and Accent Color used in Microsoft Teams.

Related Articles

1. How to Integrate Microsoft Teams with BoldDesk
2. Configure BoldDesk–Microsoft Teams Integration for Ticket Actions