Integrate HelpDesk for SharePoint in Microsoft Teams

You can integrate HelpDesk into MS Teams so that your Office 365 users will not have to leave their preferred communication hub to work with the tickets. In this article, we'll walk through inserting a HelpDesk tab to channels in MS Teams. First, we'll insert a HelpDesk widget in an organization-wide channel for all the users of your Office 365 to be able to get support within the Teams interface:

HelpDesk Widget

Second, we'll create a Team for the Support agents to interact with the HelpDesk site and reply to the tickets:

HelpDesk Home page

Add Teams tab for submitting tickets

We'll start by creating an organizational team that will unite all the users in your Office 365 domain. Note that you can build a HelpDesk tab for any Team with limited access in the same way. Click on Join or create a team link below and then on the Create a team button.

Create a team

Choose Build a team from scratch option and then select Org-wide. Enter a new name and a description for your Team:

Name a team

You can easily insert a HelpDesk Widget as a tab in any Team. When a Team is created, a SharePoint Online Team Site is created to serve as a supporting resource.

On the Team site, create a new page in the Pages library and place a HelpDesk widget on the page.

Note

Please review this article on how to create and insert a Widget on a SharePoint site page.

Now you can add your page as a tab to the Team. Select your team, click on the "+" icon on the tabs toolbar above. Search for the SharePoint app:

Create new tab

You will see the list of all the pages on your Team Site. Please note that you can add any page within your SharePoint tenant as well. Now, your users can interact with the HelpDesk widget without ever leaving Teams:

Widget in Teams

Add Teams tab for agents to work with tickets

You can also create a Team for your HelpDesk agents. This way, each of the agents will work with the HelpDesk and reply to the tickets from within the Teams interface. There are several ways to create a new Team for your agents. If you have already created a HelpDesk site, you can create a new Team from the corresponding Office 365 group. Alternatively, you can create a Private Team and add all the agents one by one.

Click on Join or create a team link below and then on the Create a team button.

Create a team

Choose Build a team from scratch option to create a new Private Team or Create from... and then Microsoft 365 group to create a Team from an existing group. Now select your team, click on the "+" icon on the tabs toolbar above. Search for the SharePoint app:

Create new tab

You will see the list of all the pages on your Team Site. If you have created a new group, you can add the HelpDesk Home page by URL. Navigate to the Home page of the HelpDesk site and copy the URL from the browser. Insert the page URL here:

Add Page by URL

Now, your HelpDesk agents can create, view and reply to the tickets from the Teams tab. To open the HelpDesk site in the browser, just click on the Globe icon (Go to website).