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
Plans
- Basic — Core ticketing: ticket intake, agent queues, SLA policies, reporting, Outlook intake, and Entra ID SSO. Unlimited agents.
- Growth — Everything in Basic plus AI knowledge chat, ticket assist, and ticket deflection.
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 for FAQs, docs, and runbooks
- 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
To request private beta access, email beta@queryminds.com.
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
AI features require the Growth plan.
Reporting and visibility
- Agent KPIs and workload views
- Department and organization reporting
- Activity notifications for tickets, assignments, and comments
Documentation map
- Roles and Workflows: What each role can do in the product
- Integrations: Microsoft 365 and knowledge setup
- AI and Automation: Knowledge chat, ticket assist, and current automation boundaries
- Admin Guide: Tenant setup and operating checklist
Getting Started
- Deploy the app: Add TeamsDesk to your Teams environment via the Teams Admin Center (upload the app package or publish from AppSource when available) or sideload for testing.
- Grant Admin Consent: A Microsoft 365 Global Admin or Teams Admin grants permissions on first install to enable SSO and Microsoft Graph access.
- Configure Basics: Create departments, categories, and optionally locations and department admins.
- Optional Integrations: Connect an Outlook mailbox, map Azure AD groups, and configure your knowledge base.
- 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 with a Microsoft Teams license.
- Client: Teams desktop, web, and mobile are all supported.
- Permissions: A Microsoft 365 Global Admin or Teams Admin must grant consent for SSO and Microsoft Graph during setup. Mailbox access is required only if Outlook intake is 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
See the full Privacy Policy for data handling, retention, and GDPR details.
FAQ
Do we need a Microsoft Teams license for all users? Yes. TeamsDesk runs inside Teams, so every user — employee, agent, or admin — needs an active Microsoft Teams license (included in most Microsoft 365 plans).
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 become tickets inside TeamsDesk, visible in the same queues as Teams-submitted tickets.
Can I bring my Azure AD groups? Yes. TeamsDesk supports Azure AD group discovery and mapping for department setup.
How long does initial setup take? Most customers are live within 1–2 days. The minimum setup (admin consent + one department + agents) takes under an hour.