DeskDirector

Manage IT support tickets in Microsoft Teams

DeskDirector brings support ticket work into Microsoft Teams and Microsoft 365, helping employees get support and service teams manage requests without switching between as many tools. Use the DeskDirector app to create and find tickets, receive updates, act on approval requests, and collaborate with colleagues on support work.

For employees requesting support

• Open the DeskDirector user portal in Teams with single sign-on (SSO).
• Create a ticket from a Teams message using the DeskDirector message action.
• Search for related tickets from the compose area or command box.
• Receive ticket and approval notifications in Teams and follow the available actions.

For IT support teams

• Open the DeskDirector agent portal in Teams with SSO.
• Receive notifications about tickets assigned to you.
• Collaborate in a Teams discussion by referencing a ticket from the agent portal.
• Use supported DeskDirector ticket operations to review and manage tickets, including triage, assignment, responses, and task lists, in compatible Microsoft 365 agent experiences.

Requirements and limitations

• A DeskDirector account and a valid DeskDirector license for the support team are required. Your organization's administrator may need to configure the integration before use.
• Available records and actions depend on the signed-in user's DeskDirector access, your organization's configuration, and the capabilities enabled for its DeskDirector service.
• The Teams bot does not support receiving file attachments in bot conversations.
• The app requires an internet connection and access to Microsoft Teams and DeskDirector services. It does not provide offline ticket access.

For setup instructions and support, visit DeskDirector Teams help or contact support@deskdirector.com.