The Microsoft Teams integration in SuperOps brings IT support right into the workflow. Employees can raise tickets directly from Teams, get real-time updates, and collaborate with IT without leaving chat. Technicians can manage, update, and resolve tickets from within Teams while keeping everything synced to SuperOps.
This guide will walk you through setup, explain how the integration works, and show you the key benefits for employees and technicians.
Setting up Microsoft Teams in SuperOps
To get started, you’ll need to connect your Teams workspace with SuperOps. Here’s how you can do it:
Go to Settings ▸ Marketplace ▸ Other Integrations ▸ Microsoft Teams
Alternatively, you can also go to Settings ▸ My Company ▸ Support Channels ▸ Instant Communication ▸ Microsoft Teams.
Click on the Integrate button to begin.
3. You’ll be redirected to Microsoft sign-in. Log in with your Microsoft 365 admin account that has permission to install apps in Teams.
4. You’ll be asked to grant permissions to SuperOps for Teams—the app that connects SuperOps with your Teams environment. Approve the required access to continue.
⚠️ Important: Now, in your Teams Application, ensure that the SuperOps app has been added to the channels that you want to link to our ticketing module. To do this, click the ellipsis icon next to your public or private teams, then go to Manage team → Apps → +Get more apps.
Search for SuperOps and add it to your channel.
5. Next, in the SuperOps platform, link your support channels:
Employee Support Channel: Where employees can post their IT issues. Every new message here becomes a ticket in SuperOps.
Technician Private Channel: Where only technicians can see and manage tickets. This serves as your internal workspace to assign, update, and resolve issues.
⚠️ Important configuration note:
The technician channel must be created under a private team while keeping the channel public.
The employee support channel must be created under a public team while keeping the channel public.
This distinction is required for the integration to function correctly.
6. Click Save to complete setup.
7. If you want to remove the integration later, click the ellipsis icon at the top-right of the page and select Remove Integration.
Now employees can raise IT requests naturally inside Teams, while technicians see those requests instantly as tickets in both Teams and SuperOps. No extra training or tool-switching required.
💡 Things to Remember:
You can only enable one instant messaging app (Slack or Teams) at a time.
If you want to change the channels later, you’ll need to remove and re-add the integration.
Removing the integration may disrupt ongoing ticket syncs.
How Tickets Flow Between Teams and SuperOps
Once the integration is live, the workflow is seamless:
A requester posts in the public Teams channel → SuperOps instantly converts it into a ticket.
2. The ticket appears in your technician’s private channel and in the SuperOps platform.
3. Updates made in Teams (status, notes, replies) are reflected in SuperOps, and vice versa.
4. Requesters and technicians can also share attachments (images, documents, links, or videos up to 20 MB), and they’ll sync automatically to the ticket.
⚠️ Important: Only tickets created in Teams (and their updates) are visible in Teams. Tickets created via email or the service portal won’t show up in Teams.
Technician Actions in Teams
From the technician’s private channel, you can manage tickets without leaving Teams. Actions include:
Assign or reassign a ticket
Change ticket status
Update ticket fields
Add private notes for your team
Close tickets directly
Trigger approval flows when needed
All actions are synced back to SuperOps automatically. If you don’t have the required permissions, you’ll see an error message.
Creating Private Conversations
Not every issue should stay in a public channel. For cases involving sensitive details like credentials or finance data, you can create a private conversation (from both SuperOps and Teams)
When you choose Private Conversation while replying in SuperOps, a dedicated Teams channel is created automatically, named after the ticket ID.
You can add requesters or other stakeholders right away.
In SuperOps, all such messages appear with a lock icon, ensuring they are secure and auditable.
📝 Note:
Once a member is added to a private channel, they cannot be removed.
Requesters must post a new message in the public channel to create a new ticket. Replies in a thread stay attached to the same ticket.
Collaborating with Side Conversations and Notes
For tickets that require input from other teams, you can start a side conversation. SuperOps will automatically include the previous chat history for context, and you can edit before sending.
You can also add internal notes directly in Teams or in SuperOps.
👉 Notes remain visible only to technicians and are not shared back to the public channel.
Closing Tickets via Teams
When an issue is resolved, technicians can close the ticket from within Teams. If the requester replies afterwards, their messages are still recorded in the ticket, but the status remains closed unless a technician reopens it.
⚠️ Important: If your SuperOps setup has mandatory dependent fields for closure, the ticket must be closed from SuperOps instead of Teams.
Requesting and Managing Approvals in Teams
Some IT requests—like new software access or hardware purchases—require approvals. With Teams integration, approvals happen in-chat:
From the ticket, choose Initiate Approval.
2. Add approvers and provide context.
3. SuperOps sends the approvers a Teams message with Approve or Reject options.
Their response is logged instantly in SuperOps. You can also initiate approvals directly in SuperOps or automate them via Runbooks. No matter where they start, they stay synced to Teams.
This makes approvals faster, keeps stakeholders informed, and eliminates email back-and-forth.
With the Microsoft Teams integration, IT support fits right into your team’s daily workflow. Employees raise requests in the tool they already use, technicians manage tickets without context switching, and approvals are streamlined. Everything stays synced, tracked, and auditable in SuperOps.