TEAMS-NATIVE SUPPORT

IT tickets in Microsoft Teams. Filed in about eight seconds.

If you're a Microsoft 365 shop, your people already live in Teams — chat, calls, files, all of it. Making IT support the one thing that requires leaving Teams for a separate portal is exactly why nobody files tickets. So we didn't build a portal. You describe the problem in Teams, and a real engineer answers in the same thread.

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THE SITUATION

Here's the version of this everyone has lived through: something breaks, you email a shared mailbox, an MSP opens a ticket in a portal you've never seen, and the reply comes back to Outlook two hours later asking you to confirm your device name. Three tools for one problem. Most people give up somewhere around step two and just ask the person next to them.

That's not a support problem, it's a friction problem. Tickets that are annoying to file don't get filed — they get worked around, and you find out about the broken thing three weeks later when it breaks something else.

So the bar we set was: filing a ticket should take about as long as sending a Teams message, because it should be sending a Teams message. Type what's wrong. That's the whole workflow.

HOW WE FIX IT
01
Your admin approves the app once
One Microsoft 365 admin approves the NexDesk app for your tenant through the Teams admin center. Standard approval flow, no PowerShell, no per-machine install. Once it's approved you can push it to everyone with a setup policy, or let people add it themselves.
02
Two ways to file, both instant
In a shared channel — usually a #it-support channel — start the message with @NexDesk and type the problem. That @-mention is how Microsoft tells a bot a message is meant for it; without it, a bot never sees channel traffic at all. Or skip the mention entirely and message the NexDesk app in a private chat, where everything you send comes straight to us.
03
The ticket creates itself
The moment you post, a ticket exists: who you are, which team and channel, timestamp, full message text. We strip the @-mention out so the ticket reads like a sentence instead of markup. Nobody is asked to pick a category, fill a form, or set their own priority.
04
A real engineer replies in the thread
First response is a person, not an autoresponder. They reply in the same Teams thread you started, so the conversation stays where you can find it. Screenshots, follow-up questions, and the fix itself all happen in that one thread.
05
Closing out takes one tap
When the engineer marks it resolved, a card appears in the thread asking whether it's actually fixed. Tap yes and it closes. Tap no and it reopens and goes back to a human — no re-explaining, no new ticket, same thread.
06
SLA tracking runs underneath
First-response and resolution times are tracked, tickets are categorized, and it all rolls into a monthly report showing volume, response times, and the recurring issues worth fixing at the source. None of that machinery is visible to the person who just wanted their VPN back.
WHAT YOU GET
  • ●NexDesk Teams app approved and published in your tenant
  • ●Support channel set up, plus private-chat intake for sensitive issues
  • ●Optional setup policy so the app appears for everyone automatically
  • ●SLA and escalation configured to your business hours
  • ●Tickets visible to your admins in the NexDesk client portal
  • ●One-tap resolution confirmation in-thread
  • ●Monthly reporting on volume, response time, and recurring issues
  • ●Slack running in parallel if part of your org is there instead
HOW THE ENGAGEMENT WORKS
Included, not an add-on

Teams support comes with every managed plan. If you're a mixed shop — one team on Teams, another on Slack after an acquisition — both feed the same ticket queue and the same engineers. We set which platforms an organization uses when we onboard you.

What onboarding actually looks like

Your M365 admin approves the app and publishes it, which takes about fifteen minutes including the admin-center wait. You create a support channel and post one message telling people to @NexDesk when something breaks. That's it — you're live the same afternoon. Week one is usually half real tickets and half people testing that it works. Both are fine.

Cost

Included in the managed plan, which starts at $2,500/month. On the Microsoft side your existing licensing already covers it — Teams is in Business Basic and up, and the app itself doesn't add a per-seat cost.

QUESTIONS WE GET
Why do we have to @-mention the bot in a channel?
Microsoft's design, not ours. Apps in Teams channels only receive messages that mention them — otherwise every bot in your tenant would see every conversation. We think that's the right default. If the mention is friction for your team, use the private chat instead: message the NexDesk app directly and no mention is needed.
Is this a bot or real people?
Real people. The app handles logging the ticket, routing it, and asking whether it's fixed. The triage and the actual fix are done by an engineer.
First-response time?
Under 5 minutes for business-hours tickets, under 15 for after-hours critical. Written into the SLA, with escalation and credit-back if we miss it.
Some tickets are sensitive. Does the whole channel see them?
Only if you file them in a channel. Message the NexDesk app in a private chat and the conversation is between you and the engineer. Same queue, same SLA, nothing posted publicly.
Can we still email or call?
Yes. Email intake runs alongside Teams and phone is there for critical incidents. Teams is the default because it's the one most people actually use, but nothing is locked to it.
What if part of our company uses Slack?
Then run both. Slack and Teams intake land in the same ticketing system and are handled by the same engineers, so nobody is stuck learning a second workflow because of which side of a merger they came from.
Does it work with GCC or GCC-High tenants?
Standard commercial Microsoft 365 tenants work out of the box. Government cloud tenants need a separate deployment path with additional compliance review — ask us and we'll scope it honestly rather than guess.
What happens to our data?
Message content, sender identity, and thread metadata are stored in our platform so the ticket survives after Teams retention rolls off. Nothing is sold, and ticket content isn't used to train AI models. Details are in our privacy policy.
RELATED
Slack-native support→Endpoint management→

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