With this integration, you can:
Allow employees to raise support tickets directly from Microsoft Teams
Enable technicians to collaborate and monitor ticket activity
Receive real-time notifications for ticket updates and approvals
Before configuring the integration, ensure the following:
You have administrator permissions in Microsoft Teams.
Microsoft Teams is enabled for your organisation.
You can add the SuperOps app only to the public channel.
Configuring the Microsoft Teams Integration
Navigate to Settings → Integrations → Microsoft Teams in SuperOps.
Click Sign in to Microsoft Teams.
Authorise the integration using your MS admin account.
Once authentication is complete, configure how tickets will be created and managed through Teams.
Choose How Employees Can Raise Tickets
SuperOps allows you to configure how employees create support tickets through Microsoft Teams. You can choose between two methods depending on how your organization prefers to handle support requests.
Option 1: SuperOps App (1:1 Messaging)
With this option, employees can raise support requests by messaging the SuperOps bot directly in Microsoft Teams. When a user sends a message to the SuperOps app:
A support ticket is automatically created in SuperOps. Technicians can respond through SuperOps or Microsoft Teams.
Conversations remain private between the employee and the support team.
Auto-install the SuperOps App: You can enable Auto-install to automatically install the SuperOps app for all users after the integration is completed:
If enabled, the SuperOps app will automatically be installed for employees.
If disabled, users will need to manually install the SuperOps app from the Microsoft Teams App Store.
Option 2: Employee Support Channel
This option allows employees to raise IT issues by posting messages in a dedicated Microsoft Teams channel. When an employee posts a message in the selected channel:
The message is automatically converted into a ticket in SuperOps. Technicians can manage the ticket within SuperOps.
To set this up:
Set Teams and channels to Public: Verify that your target Microsoft Teams team and its associated channels are set to Public so all employees have access.
Add the Superops bot and select the channel: Add the Superops bot to those public channels.
Save the configuration.
Selecting the Technician Channel
1. Set the Team to Private and the Channel to public: Ensure the target Microsoft Teams team is set to Private, but create a Standard channel within it so all team members have access.
2. Add the Superops bot and select the channel: Add the Superops bot to that public channel.
In this channel, technicians can:
Receive ticket-related updates
Collaborate with other technicians
Track conversations related to support requests
3. Save the configuration.
Configuring Microsoft Teams Notifications
SuperOps can send notifications to Microsoft Teams whenever specific events occur. To enable notifications, please follow this article.
Saving the Configuration
After completing the setup, click Save. The Microsoft Teams integration will now be active.
Once the integration is saved and enabled:
Employees can create tickets directly from Microsoft Teams.
Technicians will receive updates and collaborate on tickets through Teams.
If you want to remove the integration later, click the three dots icon at the top-right of the page and select Remove Integration.
How Ticketing Works in Microsoft Teams
Depending on the configuration you choose, ticket creation will work as follows:
Using the SuperOps Bot:
Employee sends a message to the SuperOps bot
A ticket is automatically created in SuperOps
Technicians manage the ticket within SuperOps
Updates can be shared back through Microsoft Teams
Using a Support Channel :
Employee posts an issue in the configured Teams channel
The message is automatically converted into a ticket
Technicians manage the request from SuperOps