Support Bot - Setup Guide
Download the Support Bot
First you’ll need to download the app manifest zip:
- Sign in to the Desk365 Web App.
- Go to the Settings > Channels > Microsoft Teams tab.
- Download the Support Bot.

Install/Upload Support Bot
You’ll need to have appropriate permissions to upload Teams Apps to do the below:
1. In the lower left corner of Teams, choose the Apps icon. On the Apps page, choose Manage your apps.
2. You can choose to:
(i) Upload a custom app.
(ii) Submit an app to your org.
3. Option (i) above is best if you just want to test the Support Bot and Option (ii) is best when the Support Bot is used organization wide.
4. 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.

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

That’s it! 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.

Company Not Found Message:
If the Company is not setup yet in the Desk365 platform you would see a message that says “Company Not Found”.

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:
Support Bot works with the commands below:
- create
- status
- reset
Initiate a new request with our support team.
Check the status of your previously created tickets.
Reset bot settings.

Create:
Clicking on ‘create’ or typing the word ‘create’ will result in the Create a New Ticket card to appear.

You can also create a ticket with additional fields easily if needed. Here, we have added two more ticket fields – ‘Priority’ and ‘Status’. You can easily add new ticket fields to the form by dragging these fields from the left and dropping them into the list on the right. This immediately adds them to the form.
Learn how to add custom fields to the Create Ticket form in Desk365 with the help of this blog post.

Custom Ticket Forms
Other than the default create ticket form, you can also configure multiple custom forms that can be used by your end-users to create tickets. More details on creating these custom forms can be found in this blog post.


Status:
A list of your previous tickets will be displayed.

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

Add Attachment:
Support Bot allows you to add an attachment to a ticket..

1. Select Add Attachment and Support Bot will ask you to send a file to attach.

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

Notifications :
Reply Notification :

Note Notification :
Contact will be notified when a new note has been added to the ticket.

Ticket Resolved Notification :
Contact will be notified when a ticket has been resolved.

Ticket Closed Notification :
Contact will be notified when a ticket has been closed.


Customizing the Support Bot
You can also customize the Desk365 Teams Support Bot according to your brand themes and colors.
1. To get started, go to Settings > Channels > Microsoft Teams.
2. Select the ‘Support Bot’ Tab.
3. Click on the ‘Modify Support Bot’ button found below. Here, you can make all the customizations with respect to your brand guidelines.
4. After entering your brand details, click on the ‘Modify Support Bot’ button to make changes to the Support Bot.

5. Finally, click on the ‘Download Support Bot’ button.
Now, the Support Bot that you customized has been downloaded and you can upload the Support Bot as a custom app in your Microsoft Teams Apps instance.
Click on ‘Manage your apps’ and select the ‘Upload an app’ Option.
Choose ‘Upload a custom app’ and upload your new version of the Support Bot.
Learn how to customize your Support Bot in Desk365 with respect to your brand guidelines with the help of this blog post.
Uploading the newly customized Support Bot
Go to Microsoft Teams admin center > Teams apps > Manage apps.
Search for ‘Support Bot’ and click on it as shown in the image below.

If the version of your newly customized Support Bot and the one which is already present in your Teams tenant are different, then a simple upload will work. Otherwise, you’ll need to delete the previous version and upload the new version. You can identify the version of the Support Bot you’re planning to upload from the Agent Portal as shown below.

You can also identify the version of your current Support Bot from the Microsoft Teams Admin center as shown below.

If the customized Support Bot has a different version number:
In this case, you can just choose the ‘Upload file’ option in the Microsoft Teams admin center and upload your newly customized Support Bot.

Note: You may notice the logo and color changes reflect immediately in some windows while it doesn’t fully reflect the changes in some other areas of Teams. This is dependent on the Microsoft Teams servers. We suggest waiting a few hours to see it reflected uniformly everywhere.
If the newly customized Support Bot has the same version number:
In this case of the customized Support Bot having the same version number as the currently installed bot, we suggest you delete the current bot and newly install the customized Support Bot.
1. Delete your previous version of the Support Bot that you had installed previously as shown in the image below.

Note: Make sure it is deleted properly, if not refresh the page once or please log off once and log in back again.
2. Now go back to the ‘Manage apps’ section. Choose the ‘Upload new app’ option.

3. Here you can upload the modified Support Bot.
Try Microsoft Teams ticketing system for your business starting today.