TeamsDesk Documentation

Welcome to the knowledge base for TeamsDesk — Help Desk for Microsoft Teams.

Overview

Purpose: TeamsDesk is a modern help desk built for Microsoft Teams that lets employees submit requests, agents resolve tickets, and admins manage operations — all without leaving Teams.

Experience: Native Teams UI with Fluent UI styling, dark/light theme support, and responsive layouts for desktop, web, and mobile clients.

Productivity: Streamlines intake, assignment, collaboration, and reporting with real‑time updates and actionable insights for every role.

Microsoft 365: Uses Microsoft Entra ID (Azure AD) SSO, optional Outlook email intake, SharePoint knowledge base, and Azure AD group mapping.

Who It’s For

• IT Service Desk: Handle incidents, requests, and triage efficiently.
• HR & People Ops: Track onboarding, access requests, and policy questions.
• Facilities: Manage room/asset issues and maintenance requests.
• Department Admins: Configure categories, teams, and access control.
• Global Admins: Oversee integrations, onboarding, and tenant-wide setup.

Key Capabilities

• Ticketing: Submit, track, comment, and attach files (images, PDFs, Office docs) with priority, department, and optional location.
• Views: “My Tickets” and “Department Queue” with fast search, filtering, sorting, and real‑time refresh.
• Collaboration: Comments, status updates, and activity notifications to keep everyone aligned.
• Insights: Agent KPIs, workload trends, and organization stats for better planning.
• Configuration: Departments, locations, categories, and role assignments managed in‑app.
• Extensibility: Optional Microsoft 365 integrations like Outlook email intake and SharePoint knowledge base.

Roles & Workflows

Employees

• Submit Ticket: Guided form with validation, priority helper text, drag‑and‑drop attachments, and success confirmation.
• My Tickets: Grid view with search, filters, and instant navigation to details.
• Help Hub: Clear next steps, quick tips, and best practices to get issues resolved faster.

Agents

• Welcome Dashboard: Department, status, KPI cards, and quick actions (My Tickets, Department Queue, Knowledge Base).
• My Tickets: Focused queue with saved filters, mobile‑friendly drawer, and responsive grid.
• Department Queue: At‑a‑glance list with status pills and keyboard‑accessible cards.

Department Admins

• Roles & Structure: Create departments, toggle “requires location,” manage locations, and assign department admins.
• Categories: Configure ticket categories to improve routing and reporting.

Global Admins

• Onboarding Checklist: Guided setup (admins, departments, categories) with completion tracking.
• Microsoft 365 Integrations: Configure Outlook intake, SharePoint knowledge base, and Azure AD group mapping.
• Subscription Awareness: Desktop notices for subscription status (per Teams policy, no upsell on mobile).

Microsoft 365 Integrations

• Outlook Intake: Convert support emails into tickets by connecting a mailbox; track status in Teams.
• SharePoint Knowledge Base: Seed or connect a SharePoint site for articles and self‑help.
• Azure AD Groups: Discover groups and map them to departments for quicker role setup.
• Single Sign‑On: Uses Teams SSO via Microsoft Entra ID; no separate passwords.

Experience & Accessibility

• Responsive: Optimized for Teams desktop/web and mobile; adaptive layouts and drawers on small screens.
• Fast: Lazy‑loaded routes, prefetch on hover, smooth transitions with reduced‑motion support.
• Accessible: Keyboard navigation, ARIA labels, focus management, and proper color contrast.
• Real‑Time: Optional WebSocket updates for tickets and dashboard stats.

Security & Privacy

• Authentication: Microsoft Entra ID SSO using the On‑Behalf‑Of flow; tokens handled securely.
• Permissions: Scoped Microsoft Graph access granted by tenant admin consent during setup.
• Data Handling: No credentials are stored client‑side; API calls include tenant scoping headers.
• Compliance Alignment: Built on Microsoft identity and Azure services; honors Teams client policies.

Getting Started

1. Install in Teams: Add the TeamsDesk personal app from your catalog or deployment.
2. Admin Consent: A Teams/Microsoft 365 admin grants permissions on first install to enable SSO and Graph.
3. Configure Basics: Create departments, categories, and (optionally) locations and admins.
4. Optional Integrations: Connect Outlook mailbox for email intake; configure a SharePoint site for knowledge base.
5. Go Live: Employees submit tickets from the personal tab; agents and admins work from their dedicated views.

Requirements

• Account: Microsoft 365 work or school account.
• Client: Teams desktop, web, and mobile supported.
• Permissions: Admin consent for SSO and Graph; mailbox/SharePoint access if those integrations are enabled.

Notifications

• Activities: New tickets, assignments, comments, and closures appear as activity updates.
• Visibility: Keep employees and agents aligned with timely, contextual notifications.

Technical Snapshot

• Frontend: React + Fluent UI, framer‑motion animations, React Query for data fetching.
• Backend: Azure Functions (middle tier), Microsoft Graph for data where applicable.
• Auth: Teams SSO via Microsoft Entra ID using the On‑Behalf‑Of flow.
• Realtime: Optional WebSocket endpoints for ticket and dashboard updates.
• Theming: Automatic dark/light theme alignment with Teams.

FAQ

Do I need to leave Teams to use it?
No. TeamsDesk runs entirely inside Teams. Optional configuration dialogs open as Teams web views when needed.

Can we customize departments and categories?
Yes. Create departments, toggle location requirements, and manage categories and admins.

Does it work on mobile?
Yes. The app adapts layouts and controls for mobile; subscription upsell UI is hidden per Teams policy.

How does email‑to‑ticket work?
Connect an Outlook mailbox in Integrations; incoming emails become tickets with status tracking in Teams.

How are users authenticated?
Through Microsoft Entra ID SSO in Teams; no additional passwords.

Can I bring my Azure AD groups?
Yes. Discover and map groups to departments during setup.

Why TeamsDesk

• Native to Teams: Zero context‑switching for your workforce.
• Fast to deploy: Minimal setup; immediate productivity gains.
• Scales with you: Departmental structure, categories, and integrations align to your growth.
• Familiar and accessible: Fluent UI and Teams conventions reduce training needs.

Call to Action

• Try It: Add TeamsDesk in Microsoft Teams and sign in with your work account.
• Admin Setup: Grant consent and configure departments in minutes.
• Optional Integrations: Connect Outlook and SharePoint to supercharge the experience.