Conversational Ticketing with Microsoft Teams

Your support team uses Microsoft Teams more than email. It’s time your ticketing system also works with Microsoft Teams, so agents don’t have to switch context every time they respond to a ticket.

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Modern Helpdesk for the Microsoft 365 workplace

At Desk365, Microsoft Teams isn’t just another channel or a checkbox item. We’ve built Desk365 from the ground up with conversational ticketing in mind. Integrate Desk365 directly into Teams to enhance collaboration and streamline support workflows for improved productivity.

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Agent Bot.

The Agent Bot helps your support team collaborate and respond better using the power of Microsoft Teams. They can assign tickets, add notes, check on statuses, change ticket properties, reply to customers, all without leaving Microsoft Teams!

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Support Bot.

Are your customers also big users of Microsoft Teams? The Support Bot is easy to use and intuitive: your customers can create tickets, check on statuses and reply/respond to agents all from within Microsoft Teams. You can also customize the Support Bot according to your brand guidelines.

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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.

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We are committed to your Microsoft 365 investment

Adopt a Microsoft Teams ticketing system that integrates effortlessly with your Microsoft 365 ecosystem and applications, enhancing workflow efficiency and reducing risk.

Microsoft Entra ID Sync

Desk365 syncs user data automatically with the SCIM 2.0 protocol, ensuring consistent, up-to-date information and reducing manual IT tasks.

Power Automate Connector

Make use of the Desk365 Power Automate connector to integrate with other Microsoft and third party applications using Microsoft Power Automate.

Microsoft Entra Single Sign-On

Simplify user administration and provide secure access using Single Sign-on through Microsoft Entra ID. Your agents and end-users have one less username and password to remember using their M365 authentication.

Copilot Integration

Boost efficiency and ignite innovation with the Desk365 Plugin for Microsoft365 Copilot. Interact directly with Desk365 from Word, Excel, PowerPoint, Outlook, and Teams.

Advantages of Conversational Ticketing

Desk365 is a modern Microsoft ticketing system that lets you deliver outstanding customer service through channels like Microsoft Teams, Emails, and more.

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 Azure AD.

Give feedback using Teams

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

Choose the right Microsoft Teams ticketing system for your business

Choose from our high-value plans that are inclusive of all the features your
business needs. No credit card needed.

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