Sync and manage help desk tickets in Microsoft Teams

Connect help desk to Microsoft Teams to sync ticket comments and replies, and update tickets from Microsoft Teams. You can also customize HubSpot notifications within Microsoft Teams to make sure that only the most important information reaches your team. manage tickets and receive HubSpot notifications in Microsoft Teams. Sync internal comments, replies, and update tickets directly from Microsoft Teams. 

Please note: you must have your Microsoft Teams account connected to HubSpot to sync help desk tickets to Microsoft Teams. 

Configure your settings

Before syncing help desk tickets to Microsoft Teams, you'll need to connect your Microsoft Teams team to HubSpot. 

• In your HubSpot account, navigate to Data Management > Integrations.
• Click Microsoft Teams. 
• Navigate to the Global Settings tab. 
• Click Connect externalLink next to the team name. This will redirect you to Microsoft Teams where you can add the HubSpot bot to the team. Learn more about connecting HubSpot to Microsoft Teams. 
  
  

Sync help desk tickets to Microsoft Teams 

• In your HubSpot account, navigate to Data Management > Integrations.
• Click Microsoft Teams. 
• Navigate to the Communications tab, then click Help Desk. 
• In the Sync Help Desk tickets to Microsoft Teams section, click add Add sync.
• In the right panel, select the team and Microsoft Teams channel, then set the criteria that tickets must meet to appear in the selected channel. 
  • Click the Team dropdown menu and select a team to send tickets to.
  • Click the Channel dropdown menu and select a channel to send tickets to.

• • Click the Ticket Property dropdown menus to select a ticket property and its value.

• • To remove a filter, click the delete delete icon. 
  • To add a filter, click add Add property. 
  • Once you're done, click Add. 

Edit and manage your sync settings 

Once your sync is configured, you can add or delete syncs and turn your sync on/off. 

• In your HubSpot account, navigate to Data Management > Integrations.
• Click Microsoft Teams. 
• Navigate to the Communications tab, then click Help Desk. 
• In the table view, under Sync Help Desk tickets to Microsoft Teams, you can edit your sync settings: 
  • To turn on/off a sync, under Status, toggle the switch on/off.
  • To edit a sync, hover over the sync and click Edit. In the right panel, edit the Team, Channel or Ticket property, then click Add. 

• • To add a sync, click add Add sync. 
  • To remove a sync, select the checkbox next to the sync you want to remove, then click delete Delete. 

Manage help desk tickets in Microsoft Teams

Once tickets in your help desk meet the selected criteria, they will appear in your connected Microsoft Teams channel. To edit ticket properties in Microsoft Teams:

• Click Update ticket to edit the ticket in Microsoft teams. Alternatively, you can navigate to the ticket in HubSpot by clicking View ticket.
  
  
  

• In the pop-up window, edit your ticket properties. To customize the properties shown, learn how to customize the create record form for tickets.
• Click Save.

Ticket details updated in Microsoft Teams will automatically be updated in HubSpot, and vice versa. Any comments on the ticket in HubSpot and replies in the thread of the Microsoft Teams message will sync bi-directionally, including mentions.

Please note: to update tickets in Microsoft Teams and sync replies as comments in HubSpot, users must be mapped between HubSpot and Microsoft Teams. Learn more about mapping users between Microsoft Teams and HubSpot.

Synced from Microsoft Teams will be noted on comments added to a ticket in HubSpot.