AI-powered Microsoft Teams ticketing system

Create, manage, and resolve support tickets directly inside Microsoft Teams without switching apps. Faster support where your team already works.

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Microsoft Teams Ticketing System in Desk365

Trusted by 7,000+ businesses around the world

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Ticketing system built for Microsoft Teams

Desk365 integrates natively with Microsoft Teams, enabling users to create and track tickets through two bots. The Support Bot lets users create and track tickets, while the Agent Bot enables support teams to manage and respond to tickets directly inside Teams. 

Agent Bot

Agents can:

  • Manage tickets from Teams 
  • Respond to users 
  • Receive ticket notifications 
  • Collaborate with team members 

This enables ticketing directly inside Teams.  

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Microsoft Teams - Agent Bot in Desk365

Support Bot

Employees can: 

  • Create support tickets 
  • Add attachments 
  • Check ticket status 
  • Reply to agents and receive notifications 

Tickets can be created directly from the bot using commands or buttons in Teams.  

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Microsoft Teams - Support Bot in Desk365

How helpdesk ticketing works in Microsoft Teams 

Users can submit requests and interact with the support team through the Teams Support Bot without leaving Microsoft Teams. 

1.Employee submits request

Raise a support request using the Teams Support Bot directly in Microsoft Teams. 

2.Ticket automatically created

The request becomes a structured ticket with attachments, priority, and department routing. 

3.Agent receives ticket

Support agents manage tickets inside Teams using the Desk365 Agent Bot. 

4.Conversation continues in Teams

Users can reply, check status, and receive updates directly in Teams. 

No more app switching, handle it all within Teams

From ticket creation to status updates and viewing tickets from different sources, handle every aspect of your helpdesk directly in Microsoft Teams.

Create tickets from Microsoft Teams

Convert direct messages or any messages in a private/group chat or public group/channel into a trackable ticket in Microsoft Teams instantly, with the option to add attachments.

Check status within Microsoft Teams

You can directly check the status of tickets in Teams, whether they are open, pending, resolved, or closed. Additionally, you can reply to the tickets and add attachments directly within Teams.

View ticket from multiple sources in Teams

View tickets submitted through email, chat, support portal, and other channels directly in Microsoft Teams.

Create Ticket from Microsoft Teams - Desk365

A full-featured ticketing within Microsoft Teams

Powerful enough for complex workflows, simple enough for everyday support.
Desk365 gives teams the flexibility to customize processes and deliver better support with powerful capabilities.

Get instant ticket notifications

Alert agents instantly for every ticketing action via push notifications on Microsoft Teams. Quickly monitor ticket progress and update end-users and agents directly within Teams.

Create tickets in Microsoft Teams

Make it easy for your end-users to get support without having to leave Microsoft Teams. Create tickets, check on status, and much more using the Desk365 Support Bot.

Create tickets from Teams messages

Convert direct messages or any messages in a public group or Teams channel into a trackable ticket in Microsoft Teams.

Measure your team performance with powerful built-in reports

See what areas need improvements, discuss with your team, and take the necessary action to streamline your business further.

Set up custom roles

Fine-tune the access provided to your support team members using custom roles. Roles can be configured for different scope levels (global, department, or individual) and feature levels. 

Create custom ticket forms

Create multiple ticket forms that can be used from the Support Portal as well as the Teams Support Bot. Makes it easy to maintain distinct workflows based on your needs. 

Collect email-based tickets in Teams

Messages from emails and other channels get converted into tickets and reside in one centralized inbox. Agents can access them in the web portal as well as in the Desk365 Agent Bot.

Apply advanced workflow automations to triage tickets

Define workflows with a predefined set of actions that can be triggered based on ticket fields, customer properties, keywords, events, and more.

Customize ticket fields

Customize ticket fields according to your requirements. Collect all the information required ahead of time, while creating tickets using easy-to-configure ticket forms.

Get SLA notifications in Teams

Receive timely SLA notifications to stay on top of ticket deadlines and manage ticket escalations directly on Teams.

Access Support Portal within Teams

View all your support tickets on the support portal without leaving Microsoft Teams. Allow end-users to log in seamlessly with Single Sign-on through Entra ID.

Give feedback using Teams

Provide real-time feedback to your support team within Teams. Gauge customer satisfaction using various survey modules.

We're committed to your Microsoft investment 

Desk365 doesn’t just plug into Teams – it’s built to live inside the Microsoft ecosystem. From SSO to Entra ID Sync, you can do it all within Desk365 out-of-the-box. 

Microsoft Teams Ticketing System

Manage support within Microsoft Teams. Let users raise tickets and agents resolve them without leaving Teams.

Microsoft Entra ID Sync 

Automatically syncs your user directory – no manual imports, always up to date. 

Microsoft Entra SSO 

Single sign-on for agents and end-users. Seamless M365 authentication, one less password. 

Power Automate Connector 

Connect Desk365 to hundreds of Microsoft and third-party apps via native Power Automate. 

Microsoft 365 Copilot Plugin

Interact with Desk365 from Word, Excel, PowerPoint, Outlook, and Teams via M365 Copilot. 

Why use Microsoft Teams as your helpdesk? 

No context switching 

Agents and employees work in the same interface. 

Faster ticket resolution 

Requests and conversations happen instantly inside Teams. 

Higher adoption 

Employees already use Teams daily, enable them to raise tickets right there. 

Better collaboration

Agents can convert messages into tickets directly from chats or channels.

Plugs in to your current tech stack 

Desk365 integrates seamlessly with Microsoft Teams or any other tools you already use. A helpdesk so extensive, it works to enhance collaboration and streamlines your existing workflow.  

Microsoft 365 Integration

From Microsoft Entra ID Single Sign On to Copilot plugin, Desk365 completely fits in to your Microsoft ecosystem. Make use of the Desk365 Power Automate connector to integrate with other Microsoft and third party applications using Microsoft Power Automate. 

APIs and Webhooks

Seamlessly integrate with Asana, Azure DevOps, Jira, Power BI and more using our Power Automate Connector.  

Request a plug-in

Desk365 is built for and by our customers. See a missing integration? Message our team and we’ll build what you need.

Frequently asked questions

A Microsoft Teams ticketing system allows users to create, track, and resolve support tickets directly within Teams without using a separate helpdesk application. 

Yes. With Desk365’s Support Bot, employees can create tickets, attach files, check ticket status, and reply to agents directly within Microsoft Teams. 

Yes. Teams messages from chats, groups, or channels can be converted into trackable tickets instantly. 

Yes. Desk365 allows users to open the support portal within Microsoft Teams and log in using Microsoft Entra ID. 

Yes. Admins can use Microsoft Teams app setup policies to pin and auto-install the Support Bot across the organization. 

No. Microsoft Teams does not natively have a ticketing system. Options like Desk365 seamlessly fit in to fill the gap.  

By integrating a ticketing system like Desk365 with Teams, users can submit support requests through a simple integration. Agents can receive notifications and manage tickets within the Teams workspace without switching apps. 

Don't just take our word for it, see why our customers choose us!

Hear from real people who have experienced the difference.

"Desk365 has got all the right ingredients that a Helpdesk solution needs under its belt."

Desk365 has got all the right ingredients that a Helpdesk solution needs under its belt. We use them to manage support for our inhouse & partner product portfolios, custom developments and change management requests. They are constantly innovating and bringing great features at a rapid pace. Apart from the great product itself, they have a fantastic customer support team that is always there to support you and get the features that you want to be implemented in the Helpdesk .

Jugal Piplani

Technical Solutions Manager, Gapcloud

"Highly Recommend."

Desk365 has absolutely improved our ability to process internal/external requests. I needed a software solution that could be easily implemented for a reasonable price point and Desk365 delivered. I have been very impressed with the responsiveness of the Desk365 team and their assistance in configuring the software to fit our needs. Highly Recommend.

Jessica Harrison

Sr. Associate, Christopher Consultants, Ltd.

"They really make you feel they are part of your team."

Desk365 does what you expect from a much more expensive ticket system. The best thing however is the customer support. All questions about the software are answer quickly and completely and suggestions for improvement are treated seriously. They really make you feel they are part of your team.

Jeroen H

Scientist Sensortechnologies

Industry

Biotechnology

"A very good system all round."

After testing many other helpdesk solutions, we have been utilizing Desk365 for 10 months and have been hugely impressed with its ease of use, speed and simplicity. Everything we need to provide excellent customer support via email (our primary support channel) is available in one place, updates on new features are regular and concise and any requests for new features are reviewed and implemented quickly. A very good system all round.

Andy Roberts

Network & Communications Support Specialist, CSG

"Truly an outstanding product with a knowledgeable, prompt and courteous staff."

We heavily utilize Teams and other Microsoft 365 products and with Desk365’s easy and tight integration with Office 365, it was a natural fit. Our adoption was seamless and we now have a much (much) higher use of the ticket system by end users—instead of the office visit ticket or phone call. With the ability for users to make a ticket in Teams, email or the portal at a click of a button—users naturally gravitate to actual ticket creation. Truly an outstanding product with a knowledgeable, prompt and courteous staff. 

Ryan Geiler

IT Director, Community Medical Center

"The Helpdesk system everyone should know about"

Performance, Support, Easy-to-use. The Performance is incredible – one of the fastest Helpdesk systems I have ever worked with. The Support is just amazing. Any inquiries will be answered quickly and professionally. Easy-to-use: almost no one, from our ~100 employees, needed any training. It’s self-explanatory.

Mirko B

System & Network Administrator

Industry

Oil and energy

"Desk365 has plenty of features which we love to use."

“Desk365 has plenty of features which we love to use. With other tools, we tried, there was always a learning curve. Not with Desk365, simple and fast. The email ticketing module is very intuitive to set up and use. The integration with Microsoft Teams was a big selling point to us. We can work on Tickets within MS Teams, even the customers Tenant can be integrated. Very fast way to communicate with the customers. The standard SLA and the option to set different, special SLAs to some customers make it easy to keep up with all the tickets.”

Jan Schwärzel

CTO, ComSet AG

"Teams integration is fantastic!"

Teams integration is fantastic and has improved user interaction by at least 500%. Tech team is notified in Teams when tickets come in. Users see tech questions and comments in their teams. Automation features are great. Knowledgebase is more than adequate and search functions work well.

Lonny L

IT Manager

Industry

Farming

Trusted by industry reviewers

Desk365 is highly rated on platforms like G2 and Capterra, earning recognition for its innovation, ease of use, and support capabilities.

Why choose Desk365?

Customers who choose Desk365 feel the difference. Built for and by customers, every feature, every detail is crafted so our users’ lives are simplified. 

Set up in minutes​

Migrate, onboard, and get started with your new helpdesk almost instantly.  

Easy to use

Intuitive software your teams can pick-up in no-time. Ensure a smooth experience for both your agents and your customers.  

Support that goes the extra mile

Have questions? Need help? Desk365 is committed to real human support and providing true resolution.

Highest ROI and product value

Reduce costs and increase agent productivity from day 1 so your business sustains growth.

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Security, Safety and Compliance

  • At Desk365, ensuring the security of your data is our top priority. We adhere to stringent security policies and controls that meet leading industry standards.

  • To cater to our customers, we operate data centers in both the US and EU, specifically offering EU-based centers for those in the European Union.

  • We are SOC 2 Type 2 Certified and GDPR compliant.
Desk365 - AI-powered ticketing for teams of all sizes

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Turn Microsoft Teams into a full ticketing system

Stop switching between tools. Start managing support requests directly inside Microsoft Teams with Desk365. 

Start your 21-day free trial now—no credit card required. 

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