How to Use Microsoft Teams as a Help Desk

Now you can offer Help Desk capabilities in Microsoft Teams by allowing team members in your organization to easily reach out to your Help Desk agents with Live Chat right in a dedicated Help Desk tab.  If you're already using Microsoft Teams, you can create a smooth help desk experience directly in Teams.

Why using Microsoft Teams as a Help Desk can benefit your business

If your employees are already using Microsoft Teams for internal communication, then it makes sense to have them get support from your help desk support Team right from within Microsoft Teams as well.  With our Live Chat solution, you can easily add a dedicated live chat tab right into your Team and have your help desk agents also answer chats from a dedicated team of their choice.

How Microsoft Teams as a Help Desk Works

As an example of what this would look like in action, let’s say that you have a large organization that needs to offer tech support to different departments or teams within your company. In this scenario, you could add a Help Desk Support tab that displays your Live Chat directly inside any of your Team Channel. Now, any employee could chat with your tech support team privately without posting to a larger public team, eliminating the hassle of sorting and searching through chats.

Here's an example of what a new Help Desk Tab could look like:

Configure your Help Desk Tab in Microsoft Teams

Setting up a help desk in Microsoft Teams is simple.  Here are a few key steps to get started.

1.  Create your Live Chat Standalone URL

You can create a standalone chat url to add your Live Chat to any link, email signature, or social media post. In this case, we're creating the url for use in a Website Tab in Teams.

First, access your Live Chat “Chat Settings” by going to the Live Chat tab on the left sidebar in Teams (once you've added our live chat app to teams). Scroll down until you see the “Standalone Chat URL.” The first time you go here, you will choose a unique short name for your live chat. Once saved, we'll great your chat URL using this name.

In our case, you see that our standalone URL is: https://chat.socialintents.com/c/teamslivechat

2. Add the Website Tab app to your team

Now go to your team where you'd like to have users chat with you using our live chat and click on the '+' button on the top of the team to add an app.    Then search for Website, since you are adding a reference to your standalone chat url.

Then paste your Standalone Chat URL into the website location:

3. Now you have a Help Desk tab that displays your Live Chat

Now others in your team can chat with you using the live chat app.  You can route your live chat to any other team or channel so that members chatting from this Tab don't have to have access to the Team you're actually answering