This article describes the actions available when you connect Microsoft Teams to HappyFox Workflows, and lists the support operations you can automate with this integration.

Applicable Plans: ✔️ Basic ✔️ Team ✔️ Pro ✔️ Enterprise

Triggers

The Microsoft Teams integration does not provide triggers. Workflows that include Microsoft Teams actions are started by a HappyFox Help Desk trigger or another connected app.

Actions

Microsoft Teams actions let you send automated messages to individuals or channels as part of a workflow step.

Use cases

IT support ticket alerts: Post a message to an IT support channel in Microsoft Teams the moment a high-priority or critical ticket is created in HappyFox Help Desk, so the on-call engineer is aware without checking the queue manually.

HR request notifications: When an employee submits an HR-related ticket — such as a leave request or onboarding task — send a direct message to the relevant HR contact, so requests are actioned promptly without email back-and-forth.

Approval decision notification: Notify a manager or team lead via direct message when an approval workflow reaches a decision, so they are informed of the outcome without logging into HappyFox.

SLA breach alert to team channel: Send a channel message to a support or operations channel when a ticket breaches its SLA deadline, giving the team immediate visibility before the issue escalates to a customer complaint.

Ticket escalation to management: When a ticket is escalated to a senior agent or manager, send a direct message to the recipient so they are aware of the handoff and can respond quickly.

Cross-team incident coordination: Post a message to a dedicated incident channel when a ticket is categorised as a major incident, so all relevant teams — IT, operations, and management — are notified from a single workflow step.