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TeamsDesk
Help Desk for Microsoft Teams
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TeamsDesk Documentation

TeamsDesk is a Microsoft-first internal support platform that runs inside Microsoft Teams.

Overview

TeamsDesk combines ticket intake, role-based workspaces, Microsoft 365 integrations, reporting, knowledge management, and AI-assisted support workflows in one Teams-native product.

You can use TeamsDesk for:

  • Employee issue intake and tracking
  • Agent queues, assignments, comments, and ticket history
  • Department and global admin controls
  • Knowledge base publishing and AI knowledge chat
  • Outlook email intake and Microsoft 365 setup flows
  • SLA policies, reporting, and activity notifications
  • Endpoint automation in private beta

What is live today

  • Teams-native ticket intake with attachments, priorities, departments, and optional locations
  • Employee, agent, department admin, and global admin workspaces
  • Ticket comments, internal notes, status changes, assignments, and history
  • SLA policy management
  • Agent, department, and organization reporting
  • Outlook email intake
  • Azure AD group mapping and Teams SSO through Microsoft Entra ID
  • Built-in knowledge base plus optional SharePoint-backed content
  • AI knowledge chat, ticket assist, and ticket deflection on Growth

What is in private beta

  • Endpoint automation and device-side troubleshooting
  • Executive reporting for leadership views

Who it is for

  • IT Service Desk: Handle incidents, requests, and triage efficiently.
  • HR & People Ops: Track onboarding, access requests, and policy questions.
  • Workplace Operations: Manage room, equipment, and facility issues.
  • Department Admins: Configure queues, categories, ownership, and access control.
  • Global Admins: Oversee integrations, setup, subscriptions, and tenant-wide structure.

Product areas

Ticketing and queues

  • Submit and manage tickets directly in Teams
  • Search, filter, sort, and save queue views
  • Track assignment, ownership, and current status
  • Attach files and review activity history

Admin controls

  • Manage departments, categories, locations, and role assignments
  • Configure SLA policies
  • Control Microsoft 365 integrations and tenant setup
  • Review subscription and usage status

Knowledge and AI

  • Publish FAQs, docs, and runbooks
  • Use AI knowledge chat for self-service
  • Suggest likely fixes on tickets before escalation
  • Help agents respond faster with ticket assist workflows

Reporting and visibility

  • Agent KPIs and workload views
  • Department and organization reporting
  • Activity notifications for tickets, assignments, and comments

Documentation map

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, map Azure AD groups, and configure your knowledge base source.
  5. Go Live: Employees submit tickets from the personal tab while 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 access if integrations are enabled.

Security and Privacy

  • Authentication: Microsoft Entra ID SSO using the On-Behalf-Of flow
  • 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

Technical Snapshot

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

FAQ

Do I need to leave Teams to use it?
No. TeamsDesk runs inside Teams, with admin and support workflows designed around the Teams experience.

Can we customize departments and categories?
Yes. Admins can configure departments, categories, locations, and role assignments in the app.

Does TeamsDesk support mobile?
Yes. The UI adapts to Teams desktop, web, and mobile clients.

How does email-to-ticket work?
Connect an Outlook mailbox in Integrations and incoming support emails can become tickets inside TeamsDesk.

Can I bring my Azure AD groups?
Yes. TeamsDesk supports Azure AD group discovery and mapping for department setup.

Why TeamsDesk

  • Native to Teams: Zero context switching for your workforce
  • Fast to deploy: Minimal setup with Microsoft 365-aligned onboarding
  • Scales with you: Departments, roles, SLAs, integrations, and AI workflows grow with your support model
  • Honest roadmap: Beta-only capabilities are labeled clearly