A Microsoft Teams ticketing system solves a common problem many IT teams face: employees already ask for help in Microsoft Teams, but those requests never reach the service desk in a structured way. Messages stay in private chats or channels, outside any process you can track or report on.
Have you considered what that means in practice? Agents get pulled into one-off conversations, work spreads unevenly across the team, and issues rely on memory instead of records. When an ITSM tool already exists, the impact is even bigger. People stop using it altogether because chatting feels faster than opening a ticket.
Integrating Microsoft Teams with InvGate Service Management turns Teams into an official support channel instead of an informal shortcut. We’ll walk through how the integration works!
Why do you need a Microsoft Teams ticketing system?
A Microsoft Teams ticketing system matters because people already use Teams to get work done — including asking for help. When support lives somewhere else, you create friction by asking employees to switch tools just to report an issue.
Meeting people where they already work increases adoption and keeps requests inside a process you can manage. With a Microsoft Teams help desk integration, you can:
- Capture support requests directly from chats or channels.
- Convert conversations into trackable tickets automatically.
- Balance workload across the team instead of relying on direct messages.
- Keep reporting, SLAs, and history inside the service desk.
When should a MS Teams help desk chatbot be considered?
A chatbot becomes useful once Teams is already an active support entry point, and manual handling no longer scales. If agents spend time answering the same questions, creating tickets by hand, or redirecting users to the service desk, automation starts to make sense.
It’s also worth considering when employees expect fast responses outside business hours, or when approvals, status checks, and simple actions could happen without agent involvement. In those cases, a chatbot helps keep interactions quick while still following defined workflows — without turning Teams into another untracked inbox.
InvGate's AI-powered Virtual Service Agent for Microsoft Teams
Once you integrate InvGate Service Management, every employee in your company will have access to a simple chatbot interface within Microsoft Teams, and from there, they will be able to interact with your service desk in a more natural and intuitive way
Employees can ask questions in natural language, without learning commands or adjusting how they normally communicate. InvGate Service Management's Virtual Service Agent responds using approved knowledge sources, suggesting relevant articles and summarizing them when needed, so users can quickly decide if the information solves their issue.
When self-service isn’t enough, the same conversation can continue into a ticket. Because the chatbot has access to the service catalog, employees can create a new request directly from Microsoft Teams by selecting the appropriate request type. No context is lost, and no separate portal is required.
Once a request exists, Microsoft Teams becomes a place to manage it end to end.
Users can:
- Reply to open requests, including internal agent-only comments.
- View a specific request with all its details.
- See all open requests through the chatbot.
- Approve or reject requests when approvals are part of the process.
And that’s not all, because IT agents can also:
- View all assigned requests from Microsoft Teams without logging into the service desk.
- Start a direct Teams conversation with the requester from within InvGate Service Management.
- Create dedicated Teams channels for complex issues and add everyone involved in the resolution.
How to use Microsoft Teams as a help desk with InvGate Service Management
InvGate Service Management lets you turn Microsoft Teams into a fully functional help desk interface through its Virtual Service Agent. Instead of sending users to a portal, support becomes available directly inside Teams, using conversational interactions backed by your existing service setup.
The process focuses on configuring the right foundations, enabling the integration, and activating the capabilities that allow Teams to act as a front door to the help desk.
Want to try InvGate Service Management’s Microsoft Teams integration? Request the 30-day free trial now, or schedule a call with our team so they can show you how it’s done!
Step 1: Prepare your knowledge base and service catalog
To be ready to set up InvGate’s VSA, it helps to have a few core elements in place. This is important for the agent to deliver relevant answers and guide users effectively from the outset.
First, you'll need a knowledge base: this will be the source your Microsoft Teams chatbot uses to answer questions, suggest articles, and provide guidance before a ticket is ever created. When articles are clear and up to date, employees can solve common issues on their own. That saves time for both users and agents, and keeps repetitive questions from turning into tickets.
Second, your service catalog and request categories should also be well-defined. It tells the Virtual Service Agent what types of help are available and what information is needed to move each request forward. A clear service catalog keeps requests organized from the start. It reduces back-and-forth, helps route tickets to the right team, and makes reporting more reliable because requests follow consistent categories.
Step 2: Enable AI services and the Virtual Service Agent
To use Microsoft Teams as a help desk interface, you first need to enable InvGate’s AI services.
Go to Settings → AI Hub → AI Service and select InvGate AI Service.
Then, enable the Virtual Service Agent by going to Settings → Integrations → Virtual Service Agent. From there, activate Microsoft Teams as one of the available platforms.
At this point, the AI layer that powers the Microsoft Teams chatbot is active, but the Teams integration itself still needs to be configured.
Step 3: Set up the Microsoft Teams integration
The next step is connecting InvGate Service Management with Microsoft Teams.
For cloud instances, install the InvGate Virtual Agent directly from the Microsoft Teams Marketplace. Once installed, log in as an administrator and go to Settings → Integrations → Virtual Service Agent, click Add, and complete the Microsoft Teams configuration, including your Microsoft Entra Tenant ID.
After saving the configuration, the Virtual Service Agent becomes available inside Teams as a bot that employees can interact with directly.
Step 4: Automate ticket creation in Microsoft teams
With the integration in place, Microsoft Teams becomes a conversational entry point to the help desk.
Users can describe issues or requests in natural language, and the Virtual Service Agent guides them through the required information based on your configured request categories. This allows ticket creation to happen directly inside Teams, without forms or portal access.
All requests created through the Microsoft Teams chatbot follow the same workflows, approvals, and SLAs defined in InvGate Service Management.
Step 5: Handle requests and approvals within Teams
Once tickets exist, users don’t need to leave Teams to stay informed.
The Virtual Service Agent can surface request details, status updates, and comments. When approvals are required, the agent presents them directly in Teams, allowing users to approve or reject without switching context.
This keeps conversations, updates, and actions tied to the same workspace employees already use.
Step 6: Customize the Microsoft Teams chatbot experience
You can tailor how the Virtual Service Agent appears and behaves in Microsoft Teams.
The chatbot can be branded with a custom name and avatar, and its welcome message can highlight common request categories or frequent actions. Pinning the most used services in the initial interaction helps reduce back-and-forth and speeds up resolution.
At this stage, Microsoft Teams effectively functions as a help desk interface, with the Virtual Service Agent acting as the conversational layer that connects users to InvGate Service Management.
Frequently asked questions
Can you use Microsoft Teams as a ticketing system?
To use Teams as a ticketing system, you need to integrate it with a help desk tool. For example, when connected to InvGate Service Management, Teams can become an official channel where messages turn into trackable tickets without changing how employees communicate. Microsoft Teams on its own isn’t a ticketing system. It works well for conversations, but it doesn’t provide request tracking, prioritization, SLAs, or reporting.
How do you add a chatbot to Microsoft Teams?
With InvGate Service Management, you add a chatbot to Microsoft Teams by installing the InvGate Virtual Service Agent from the Microsoft Teams App Store and then configuring the integration in InvGate Service Management. Once connected, the chatbot becomes available inside Teams, where users can interact with the help desk to ask questions, create requests, and check ticket status.
