Microsoft Teams help desk, answered from your shared inbox

Many teams spend their whole day in Microsoft Teams, so that is where they ask for help. Connect your Microsoft 365 organization, and people write to your support team in a private chat with the Deskwoot app or in a channel of a team the app was added to. Each private chat and each channel thread becomes a conversation in Deskwoot, next to your email, live chat and WhatsApp.

Setup takes a few minutes. An administrator of your workspace connects the organization with the Microsoft account of a Global Administrator or Teams Administrator, and your Microsoft 365 admin uploads the Deskwoot app in Teams once. People find it right away under Apps > Built for your org. Deskwoot keeps no Microsoft password and no access to your organization.

You decide for each channel whether Deskwoot stores its posts, and whether only posts that mention Deskwoot start a conversation or every new post does. Replies in a thread that already has a conversation reach it, with or without a mention. Deskwoot does not work in private channels or group chats, and files attached to a channel post do not reach it, only the text does.

Your team answers from Deskwoot, on the web or in the app, and the answer shows up in the same chat or thread with the agent's name in front. Files your team sends go out as download links, and pictures people paste into a chat arrive in the conversation. When your team resolves or reopens a conversation, Deskwoot posts a short note in the person's language.

Fynn can answer first, from the Startup plan. In a private chat he answers like in any chat, and Teams shows that he is typing. In a channel thread he answers the post that started it and every message that mentions Deskwoot. Several people read a thread, so there he gives general answers only and hands account questions to your team.

When a question in Teams needs another team, such as IT or HR, turn the private chat or thread into a ticket for that team. They work on it behind the scenes, and the person who asked never sees the ticket. Your reply from the ticket goes back into the same chat or thread with your name in front. When the person writes back there, the ticket notes it and shows up as unread again for whoever works on it.

If many people report the same outage, link their chats to one tracker. Write the update once, and each person gets it in their own chat or thread. Tickets and trackers come with the Enterprise plan, and every new workspace starts with 7 days of Enterprise.