We’re thrilled to announce that the Desk365 AI Agent is now available in Microsoft Teams, bringing 24/7 AI-powered support directly where your employees already work.Â
Desk365 already lets employees create and track support tickets through the Support Bot, while support teams can manage tickets using the Agent Bot. With the AI Agents, contacts can now get instant answers to their questions without having to raise a ticket every time they need help.Â
The AI Agent uses your Knowledge Base and other content you’ve trained it on to find relevant answers. And when a question needs more attention, it helps the contact create a support ticket and track its progress, all within the same Teams conversation.Â
With this launch, Desk365 becomes one of the most comprehensive helpdesk solutions within the Microsoft ecosystem, especially in Microsoft Teams.Â
What is the Desk365 AI Agent for Microsoft Teams?
The Desk365 AI Agent within Microsoft Teams is an AI-powered support assistant, available 24/7, live inside Teams. Contacts can ask questions just as they would ask a support agent and get answers instantly.Â
The AI Agent searches your Knowledge Base and replies with answers based on your own support content. If the AI Agent can’t resolve an issue, it can help draft a support ticket for the contact to review and submit. They can then follow the ticket’s progress without leaving the chat.Â
Routine questions get answered before they even become tickets. Your team’s bandwidth is freed to spend time on complex issues that need a human.Â
That is the whole support loop in one place. From an open question, instant first response, all the way to resolution. Â
Why did we build AI Agent for Microsoft Teams?
Because customers prefer instant answers to navigating long service processes. The Support Bot works through commands and buttons. The AI Agent lets people type their questions the way they would ask a colleague. Many issues get solved right there in the chat.Â
When the AI Agent lives in Teams, there is no new login and no portal to find. Contacts get instant answers from your Knowledge Base, so fewer routine questions reach your agents. Your team can spend its time on the issues that need a person.Â
For IT managers and support leads, it also means fewer requests lost in side chats. When people raise an issue in the AI Agent, it becomes a ticket your team can track.Â
Everything happens in one chat
Picture an employee with a problem. They open Teams, find the AI Agent, and start typing. Here is what happens next.Â
It starts with a question
The employee types in plain words, such as “I have an issue regarding integration.” The AI Agent searches the Knowledge Base you configured and replies with an answer. Â
It becomes a ticket when an answer is not enough
Sometimes a knowledge base article does not solve it. So, the employee describes the problem in the chat. The AI Agent asks follow-up questions if it needs more detail, then drafts the support ticket. The employee reviews the draft, and the AI Agent creates the ticket for your support team. A customizable ticket form can include custom fields and let people add file attachments.Â
It keeps them posted until the issue is closed
Updates arrive in the same chat. The employee sees when the ticket is created, when an agent replies, when the status changes, and when the ticket is assigned. Approval requests and customer satisfaction surveys show up there too. They can answer both without leaving Teams. No email hunting. No extra tab.Â
Decide who gets access
In Desk365 Agent Portal, go to Settings > Admin > Helpdesk Settings and add your email domains under Teams AI Agent Allowed Domains. Only contacts whose email addresses match one of those domains can use the AI Agent. If you run more than one helpdesk on the same domain, the AI Agent uses the helpdesk subdomain to send each request to the right place.Â
Make it look like yours, too. Set the name, descriptions, icons, and accent color so the AI Agent fits your brand in Teams.Â
Make your Desk365 Teams AI Agent live in four steps
- First, choose who can access the AI Agent. Â
- Second, add the app to Teams. Contacts can add it themselves, or your Teams administrator can deploy it from the Microsoft Teams Admin Center.Â
- Third, pin it to the Teams app bar so it is one click away. Â
- Fourth, open it and start a conversation.Â
You do not need to upload a separate app package. We suggest deploying to a small group first, testing it, and then opening it to everyone. For every click and screen, follow the step-by-step help article.Â
Ready to bring your helpdesk Into Teams?
The Desk365 AI Agent for Microsoft Teams is available now on the Plus and Premium plans. Read the setup guide in our Help Center to get started today, or book a demo to see it in action
Frequently asked questions
The Plus and Premium plans include it. You also need the AI Agent enabled in your Desk365 account.Â
No. The Desk365 AI Agent is available directly through the Microsoft Teams app experience. You only add it or deploy it.Â
Only contacts whose email addresses match your Teams AI Agent Allowed Domains. You set these in Settings > Admin > Helpdesk Settings.Â
Your Teams admin may have restricted third-party apps. If so, the admin needs to allow the AI Agent and deploy it from the Microsoft Teams Admin Center.Â
You pick and choose the knowledge the AI Agent is trained on. It can be your knowledge base, website pages, Q&As, PDFs, or more. Answers come from this support content you choose.Â
