Microsoft Teams notifications
FyneDesk can post ticket notifications straight into Microsoft Teams. When a ticket is created, assigned, replied to, or changes status or priority, a card appears in the Teams channel you choose — with the ticket number, title, key details, and a View in FyneDesk button that opens the ticket. Included on the Pro and Business plans.
What you'll need
- A Microsoft Teams admin who can upload custom apps. Until FyneDesk is listed in the Teams app store, the app is installed via Upload a custom app, which your organization's Teams admin policy must allow.
- A FyneDesk Admin to link the channel and turn the feature on. The integration is off for your organization until an Admin enables it.
Step 1 — Download the FyneDesk Teams app package
The app comes as a small .zip file (a manifest plus icons). A FyneDesk Admin downloads it from inside FyneDesk: go to Settings → Connections → Microsoft Teams and click Download Teams app package (.zip).
Step 2 — Install it in Teams
In Microsoft Teams, go to Apps → Manage your apps → Upload an app → Upload a custom app and pick the .zip you received.
Step 3 — Add the bot to a channel
While installing, choose Add to a team and pick the channel that should receive notifications. (You can also add it to a team later via the app's options.)
Step 4 — The bot posts a one-time code
Right after it joins, the bot posts a one-time linking code in that channel. It looks like XXXX-XXXX and stays valid for 7 days. This code is how FyneDesk verifies the link is legitimate — only someone who can see your channel can use it.
Step 5 — Link the channel in FyneDesk
A FyneDesk Admin goes to Settings → Connections → Microsoft Teams, pastes the code, and clicks Link channel. The channel now appears under Linked conversations.
Step 6 — Turn on the master switch
On the same page, flip the master switch on. Notifications for your organization are off until an Admin enables this — nothing posts to Teams before then.
Step 7 — Choose your routing
For each event type — New ticket, Ticket assigned, New reply, Status changed, and Priority changed — pick the channel that should get the card, or No channel to stay quiet for that event.
Step 8 — Test it
Create a test ticket in FyneDesk. The card should arrive in your chosen channel within seconds, with a View in FyneDesk button that opens the ticket.
Optional — personal DMs for assignees
The agent a ticket is assigned to can get a personal (1:1) message from the bot instead of — or in addition to — the channel post:
- The agent installs the same app in Teams personally (Add for me).
- FyneDesk matches them by their work email — the email on their Teams account must be the same as their FyneDesk login email.
- Tick DM the assignee on an event, and a personal card goes to whoever the ticket is assigned to.
Adding more channels
Add the bot to another channel in Teams. Once your organization is linked, new channels in the same Microsoft tenant connect automatically and simply appear in your Linked conversations list — the bot only posts a fresh code if one is actually needed.
Turning it off
- For one channel: remove the bot from the channel in Teams. FyneDesk notices and stops routing there automatically.
- For everything: the master switch in Settings → Connections → Microsoft Teams silences all Teams notifications instantly, without uninstalling anything.
FAQ
Why a code instead of "Sign in with Microsoft"?
The code proves the person linking actually controls both the Teams channel and the FyneDesk workspace. Because the bot posts it inside your channel, only someone who can read that channel can complete the link — it prevents anyone else from claiming your company's Teams.
What can the bot see?
Nothing in your conversations. It only posts cards. It knows the channels it was explicitly added to and, for personal installs, the user's name and work email (used solely for assignee matching).
Which languages?
Cards follow your organization's email language setting (Settings → Email): English, Deutsch, Español, Português.
What does it cost?
Nothing — it's included free on every plan.
What about the webhook + Power Automate setup?
That route still works — see Send FyneDesk notifications to Microsoft Teams (webhooks). But for channel notifications, this native bot is the simpler path: no flow to build, and cards are formatted and localized for you.
Coming later
SLA-breach and deadline cards are coming soon. Creating and updating tickets from inside Teams is a separate Business feature currently in development.
Troubleshooting
Teams notifications aren't working — common fixes
No card arrives after a test ticket. Check the master switch is on in Settings → Connections → Microsoft Teams, and that the event type (e.g. New ticket) is routed to a channel rather than No channel.
The linking code expired. Codes are valid for 7 days. Remove the bot from the channel and add it again — it posts a fresh code.
"Upload a custom app" is greyed out. Your Microsoft admin must allow custom app uploads (Teams admin center → Teams apps → Setup policies) or upload the app organization-wide.
An agent isn't getting personal DMs. They need to install the app personally (Add for me), and the email on their Teams account must exactly match their FyneDesk login email. Then make sure DM the assignee is ticked on the event.
Cards are in the wrong language. Cards follow your organization's email language (Settings → Email), not each user's Teams language.