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Home > HappyFox Help Desk > Account Configuration > Integrations > Chat > Setting up Microsoft Teams Integration with HappyFox
Setting up Microsoft Teams Integration with HappyFox

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: ✖️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️ Enterprise Plus

Integration Walkthrough: (Setup + Features)

 

Integration Overview

With HappyFox-Teams integration, you can:

  1. Post Ticket-Related events (New Ticket, Agent Replies, etc.) instantly to any Teams channel of your choice.
  2. Create, respond, and modify help desk tickets from within your Microsoft Teams workspace. 
  3. Configure Smart rules to post condition-based notifications about tickets in your Microsoft Teams channels automatically.
  4. 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 ⚙️

Permission Alert 🔐: You would need "Manage apps settings" managerial permission to install or configure Microsoft Teams app for your HappyFox account.
  • 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".
Alert 🚨:  You may experience a delay of 1-2 minutes in receiving responses from the HappyFox bot. We request you to be patient in this regard.

 

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.

Important note 📝 : By default, as of today, only public channels can be configured to get the notifications. This is a limitation from Microsoft's end. Once they lift the limitation, we'll start supporting notifications to private channels as well.

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.
Warning ⚠️: You would be asked to delete any Smart Rules with "Post to Teams" action prior to disabling. Otherwise, you can disable with a simple confirmation.

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

Alert🚨: Unlinking Microsoft Teams app will delete your current integration configuration.
  • Navigate to Apps >> Chat >> Microsoft Teams.
  • Under "Basic Settings" section click "Unlink" button.
  • Click "Confirm" to unlink HappyFox Teams Integration.

Warning ⚠️: You will be asked to delete any Smart Rules with "Post to Microsoft Teams" action prior to unlinking. Otherwise, you can unlink with a simple confirmation.
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