Microsoft Teams is a unified communication and collaboration platform that combines persistent workplace chat, video meetings, file storage, and application integrations.
The HappyFox-Teams integration lets you to automatically push select ticketing events from HappyFox Help Desk (new ticket creation, ticket assignment, category change, etc) instantly to any Teams channel of your choice.
Available Plans: ✖️ Basic ✔️ Team ✔️ Pro ✔️ Enterprise Pro ✔️ All Unlimited Agent Plans
Integration Walkthrough: (Setup + Features)
Integration Overview
With HappyFox-Teams integration, you can:
- Post Ticket-Related events (New Ticket, Agent Replies, etc.) instantly to any Teams channel of your choice.
- Create, respond, and modify help desk tickets from within your Microsoft Teams workspace.
- Configure Smart rules to post condition-based notifications about tickets in your Microsoft Teams channels automatically.
- Search for external Knowledge Base articles by @mentioning the HappyFox bot inside Microsoft Teams.
Note: It is possible to integrate multiple teams within your Microsoft Teams workspace with your HappyFox account.
Installation Instructions ⚙️
- Log in to your HappyFox account as an agent.
- Navigate to Apps >> Chat >> Microsoft Teams.
- Click "Install".
- In the subsequent screen, click the "Add to Teams" button.
- You'll be taken to the Microsoft teams marketplace. Click the "Get it now" button on the left pane.
- You'll be redirected to your Teams application and will be presented with a HappyFox app pop-up.
- Click the dropdown adjacent to "Add" and click "Add to teams". Now add the app to the desired teams in your Microsoft Teams workspace.
- Once added, navigate to the general channel of the team. You'd have received a welcome message from the HappyFox app.
- Authorize your HappyFox account with the linked team by clicking the "Link HappyFox" button present inside a message from the app.
- You'll be redirected to a new page where you'll be asked to enter your HappyFox subdomain. You'll have to authenticate your HappyFox account with your agent credentials.
- If the above action is successful, you'll be redirected back to your Teams account, with the message "Successfully Authenticated".
The app can also be installed directly from the Teams Store under the name HappyFox Helpdesk
If you are experiencing problems with linking, please review the troubleshooting guide.
Configuring Channel Notifications 🛎
- Post successful installation, you will be returned to the teams channel with a "Successfully Authenticated" message. Click the "Configure" button in that link to navigate to the Microsoft Teams manage page inside HappyFox. Alternatively, you could also visit Manage >> Apps >> Chat >> Microsoft Teams >> Manage.
- Under the "Notify Teams" section, Map Microsoft Teams channels to be notified for one or more ticketing events in chosen categories.
- List of currently supported ticketing events:
- New ticket creation
- Contact Reply
- Agent Reply
- Category Change
- Agent private note
- Assignee Change
- SLA breach
- Ticket Closure
- Multiple event notifications from multiple categories can be posted to a single Teams channel. By this way, agents can configure as many notification rules to different Teams channels in their organization's workspace.
- Don't forget to click the Save button.
Here's a sample Microsoft Teams notification from HappyFox:
Disabling Teams Integration from HappyFox:
You can temporarily disable Microsoft Teams integration if you want to pause the notifications to Teams channels.
- Go to Apps >> Chat >> Teams.
- Under "Basic Settings" disable the status toggle.
- Click "Confirm" to disable the Teams app.
Important Note ❗️:You can re-enable the integration with the same Teams channels again. Disabling the integration 'will not' delete its configuration.
Unlinking Microsoft Teams Integration from HappyFox:
You can permanently unlink existing Microsoft Teams integration from your HappyFox account. By doing so, all your existing linked Teams accounts will be unlinked at one go. To remove Teams integration for a particular team, go to More ac
- Navigate to Apps >> Chat >> Microsoft Teams.
- Under "Basic Settings" section click "Unlink" button.
- Click "Confirm" to unlink HappyFox Teams Integration.
If you run into any issues while setting up using the Link HappyFox, try the following steps.
1. Open a new message or post in the integrated Team/Channel
2. a) Send @HappyFox Helpdesk link as message or post
b) Send @HappyFox Helpdesk as a message or a post
3. Click the newly generated Link button. In some cases, it can take 20 to 30 seconds for the button to appear.
4. Teams would redirect to the following page to enter your HappyFox account details, post which you can login as HappyFox admin/agent.
5. Upon successful completion, you will be redirected back to Teams and the following message would be shown. Upon clicking Configure you will be sent to the MS Teams apps setup page on HappyFox.
In some cases, Teams takes a bit longer to connect back and display this error. This will auto-refresh within seconds and show the success message as indicated above.
