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The Microsoft Teams Desk365 Support Bot Setup Guide

Bring in the power of conversational ticketing to your helpdesk with the Desk365 Support Bot for Microsoft TeamsBelow are the steps to get setup with the Support Bot.

Downloading the Support Bot:

First you’ll need to download the app manifest zip:

  1. Sign in to the Desk365 Web App. 
  2. Go to the Settings > Channels > Microsoft Teams tab.
  3. Download the Support Bot.

Install/Upload Support Bot:

You’ll need to have appropriate permissions to upload Microsoft Teams apps to do the below:

  1. In the lower left corner of Teams, click on the Apps icon.
  2. On the Apps tab, click on ‘Manage your apps’ and choose ‘Upload a custom app’
  3. You can then choose the Support Bot app you downloaded before and install it. 

Finding Support Bot in Teams:

Once it is installed for your organization a user can easily add Support Bot to their instance of Teams.

1. Select Apps in the Teams sidebar to open the Apps tab.

teams side bar

2. Find and select Support Bot to open the details window. 


3. In the Desk365 Support Bot details window, click Add

Add Desk365 agent bot to yours Teams instance
Congrats! You have added the Support Bot to your Microsoft Teams instance.

Support Bot Welcome Message:

When the Support Bot is installed, it sends a welcome message. This message provides a quick introduction to get started.

welcome message in support bot

Company Not Found Message:

If your company has not been setup yet in the Desk365 platform you would see a message that says “Company Not Found” like the one below.

Company Not Found Message
This happens if the Company is not setup in the Desk365 web app. In that case, please contact your customer support team.
Note to Support Agents:  You’ll need to add a Company with the domain name of your customer as shown here. This domain is used to check users of the Support Bot and associate them with your support team. Once it is done, you should be able to see the correct Welcome Message in the Support Bot.

Support Bot Commands:

Once you’ve setup your Desk365 Support Bot, you can work with it through various commands and by clicking the buttons that appear on the response cards.

Support Bot works with these commands:

  • create 
  • status 
  • reset


Clicking on ‘create’ or by typing the word ‘create’ will generate a Create a New Ticket card 

create a new ticket in the support bot


A list of your previous tickets will be displayed.

desk365 unassigned tickets

Ticket Details:

By clicking on the “Details” button in the List of Tickets card, you can view the full details of a ticket.

ticket details in support bot

Add Reply:

Clicking on the Add Reply button will add a new reply to the ticket.

Add Attachment:

1. To add an attachment to a ticket, select ‘Add Attachment’ and the Support Bot will ask you to upload the file to attach to the ticket.

desk365 attachment info

2. Once attached, the Support Bot will add this file to the ticket and send you an acknowledgement.

Instant Notifications from the Support Bot:

The Support Bot makes sure your users are updated on the status of their tickets with Teams notifications. Here are some examples:

Reply Notification:

When an agent replies to a ticket, your users are instantly notified by the Support Bot.

Ticket Resolved/Closed Notification:

Users are also notified when tickets are resolved or when they’re closed. 

You also have the flexibility to configure notifications and choose which notifications are sent or not sent from your helpdesk. 

Try Microsoft Teams ticketing system for your business starting today.

How Tos

Articles on specific tasks

Updates & News

Release notes and product updates

Getting Started

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