The Microsoft Teams integration lets employees open IT tickets without leaving Teams. Connect it when your company works in Teams and you want those requests in Helpdesk.

Feature/Functionality

Overview

Once connected, three things open a ticket: a post in a subscribed channel, a mention of the app, or a personal chat with it. Messages then move both ways between Teams and the ticket.

How to use

Setup takes three steps in Helpdesk > Settings > Microsoft Teams. A tick appears next to each step once it is complete.

1. Connect your Microsoft 365 tenant. Click Connect Teams. A Microsoft 365 administrator signs in and gives consent to Factorial IT. This links your tenant so Teams messages can reach your tickets.
2. Publish the app and add it to your teams. Click Download the Teams app package. Then, in Teams:
   1. Open the menu of a team and go to Manage team > Apps > Get more apps.
   2. Go to Manage your apps > Upload an app > Upload an app to your org's catalog and pick the .zip file you downloaded.
   3. Open the Factorial IT tickets app and click Add.
3. Choose the channels that open tickets. Pick the channels to subscribe. They are listed as Team > Channel. A team's channels only show up after the app has been added to that team.

A Microsoft 365 tenant can be linked to one Factorial IT company only. If the tenant is already linked to another company, you cannot connect it.

Ways to open a ticket from Teams

The app answers in the thread to confirm the ticket, with its reference and title. If an AI agent is assigned to the ticket, the answer also says the request is being analysed and that a reply will follow in the thread.

Group chats do not open tickets.

Two-way sync with the thread

A ticket opened from Teams stays tied to its thread:

• From Teams to ticket. A reply in the linked thread is added to the ticket as a comment.
• From ticket to Teams. When you post a public reply on the ticket with Also send to Teams selected, it appears in the thread under your name, marked as sent through the app.

Edits and deletions are mirrored in both directions.

Internal notes never reach Teams. Only public replies go to the thread.

How senders are recorded

• When a Teams user's email matches an employee, the message is recorded under that employee.
• When there is no match, the message is recorded as coming from an external requester, by email.
• Messages from bots, or from users with no email, keep their Teams display name.

Disconnect Teams

Go to Helpdesk > Settings > Microsoft Teams and click Disconnect. Your existing tickets are kept. No new tickets or replies arrive from Teams until you connect again with Reconnect Teams.

Troubleshooting and FAQ

Troubleshooting

• A team's channels are missing from the list. The app has not been added to that team yet. Add it, then check the list again.
• The tenant cannot be connected. It is already linked to another Factorial IT company. A tenant can only be linked to one.
• A message in a group chat did not create a ticket. That is expected. Group chats are not supported.
• My reply from the ticket did not appear in Teams. Check it was a public reply with Also send to Teams selected. Internal notes never go to Teams.

FAQ

1. Who has to give consent when connecting?
   A Microsoft 365 administrator of your tenant.
    
2. Do edits in Teams update the ticket?
   Yes. Edits and deletions sync both ways.
    
3. What happens when an employee messages the app in a personal chat?
   The message is added to their latest open ticket. If they have none, a new ticket is opened.
    
4. What happens to tickets when I disconnect Teams?
   They stay. New tickets and replies from Teams stop until you click Reconnect Teams.