Installing and Configuring the Microsoft Teams

The Microsoft Teams integration allows you to receive an instant notification within chats and channels for a ticket based on ticket events and specific conditions such as brand, category, etc.

Checkout this video tutorial.

The following events are supported:

1. Ticket creation
2. Ticket property update
3. Reply added to a ticket
4. Public note added to a ticket
5. Private note added to a ticket
6. Adding Satisfaction feedback
7. Deleting a ticket permanently

Plan limit

For example:
In the Momentum plan, you have the option to install the BoldDesk bot into a maximum of five teams.

Additionally, you can also configure up to ten channel notifications within the BoldDesk configuration page, allowing you to send notifications to your Teams.

How to install and configure Microsoft Teams Integration

The following are three steps to integrate Microsoft Teams with BoldDesk:

1. Install the Microsoft Teams app in BoldDesk.
2. Install the BoldDesk bot in Microsoft Teams.
3. Configure and manage Microsoft Teams channel notifications.

Step 1: Install the Microsoft Teams app in BoldDesk

To install the Microsoft Teams app in BoldDesk, follow the below steps:

1. Click Admin menu > Marketplace.
2. Search and select Microsoft Teams.

3. Click the Install option to install Microsoft Teams.
   The Microsoft login page is loaded to enter the credentials.

4. Enter your Microsoft administrator username and password and click Sign In.

5. After successful login, the page will be redirected to the BoldDesk Microsoft Teams app page.

Step 2: Install the BoldDesk bot in Microsoft Teams

To install the BoldDesk bot in Microsoft Teams, follow the given steps:

1. Open the Microsoft Teams app.
2. Click the Apps option and search BoldDesk.

3. To add an app to a team, click Add to a team.
4. To add an app to a chat, click Add for Me.

5. Select the team and channel to install the BoldDesk bot and click Set up a bot.

6. You will receive welcome and signup cards after installing the BoldDesk bot in a specific team and channel.

7. Enter your BoldDesk domain and click Submit.

8. Click Login to authenticate the BoldDesk site.

9. Enter the BoldDesk credentials and click the Sign In option.

10. After successfully logging in to the BoldDesk site, click the Configure option to configure the channel notification.

Step 3: Configure the Microsoft Teams channel notification

Adding channel notification

To configure the Teams’ channel notification on the BoldDesk site, follow the given steps:

1. Click Admin menu > My Apps > Microsoft Teams > Edit to open the Microsoft Teams page.
2. Click Add New Notification.
3. Enter the Teams notification’s name.
4. Select the Notify Assignee option to notify the agent directly.
5. Select the Notify Channel and then specify the Team and Channel to which the notification should be sent.

6. Select events and conditions to receive notification and click the Save option.

Learn more on how to configure and manage the Microsoft Teams channel notification.

Here’s an example of a BoldDesk Microsoft Teams notification:

Reauthenticate the Teams on the configuration page

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

Frequently Asked Questions (FAQ)

1. What does the Microsoft Teams integration in BoldDesk do?
The integration allows you to receive instant ticket notifications in Teams chats and channels based on ticket events and conditions such as brand, category, and more.

2. Which ticket events can trigger notifications in Teams?
You can configure notifications for:

• Ticket creation
• Ticket property updates
• Replies added to a ticket
• Public notes added
• Private notes added
• Satisfaction feedback added
• Permanent ticket deletion

3. How many Teams and channels can I configure?
The limits depend on your BoldDesk plan:

• Scale plan: Up to 5 Teams and 10 channels
• Momentum plan: Up to 5 Teams and 10 channels
• Enterprise plan: Up to 10 Teams and 25 channels

4. Can end users create tickets via Microsoft Teams?
No. Currently, only agents can create tickets through Teams because the BoldDesk bot uses agent portal credentials.

5. Why do I need to reauthenticate Microsoft Teams after 90 days?
If Teams is inactive for 90 days, the authentication token expires. You must manually reauthenticate on the configuration page. If Teams is used regularly, the token refreshes automatically.

6. What permissions are required to install the Microsoft Teams app in BoldDesk?
You need Microsoft administrator credentials to install and authorize the Teams app in BoldDesk.

7. Why am I not receiving notifications in Teams?
Check the following:

• Ensure the BoldDesk bot is installed in the correct Team and channel.
• Verify that notifications are configured for the right events and conditions.
• Confirm that the Teams token is active (reauthenticate if expired).

8. Can I notify both the assignee and a channel?
Yes. When configuring notifications, you can select Notify Assignee and Notify Channel simultaneously.