Setting up DeskDirector for Microsoft Teams for your clients (Client mode)

Warwick Eade Updated by Warwick Eade

Prerequisites

In Client mode, the app allows your clients to independently manage tickets, receive real-time updates, and personalize the app within their Microsoft Teams environment.

Before proceeding with the troubleshooting steps, it's important to note a few prerequisites:

  1. Tech Mode Setup: The app should be initially set up in a channel within your own Teams in Tech mode. This allows the integration of the DeskDirector Tech portal into Microsoft Teams for internal ticket management.
  2. Azure Active Directory (AD) Tenant: It's essential to have access to your client's Azure AD domain name or be able to manually specify the Azure AD tenant ID. This information is required to link your client's Teams to their company in DeskDirector.
  3. Link your client's Teams to a company: This is done in the Settings page on the Tech mode channel tab.

Directions

Follow the steps below to link your client's Teams to a company:

  1. Set Up the Tech Mode: Set up the DeskDirector teams app in a channel in your own Teams first as the Tech mode. You can view the documentation for detailed steps on this setup.
  2. Access Admin Settings: After the Tech mode setup, navigate to the "DeskDirector" tab in the channel where the Tech mode DD was set up. Go to Settings -> Client Portal Installations. Alternatively, open the Admin Settings with this deep link.
  3. Create a New Client: On the "Client Portal Setups" page, click on "New client".
  4. Select the Company: Choose the company of your client from the list.
  5. Specify Azure AD Domain Name or Tenant ID: Enter your client's Azure AD domain name or manually specify the Azure AD tenant ID.
  6. Create a Link: Click on the "Create" button. This action will link the Azure AD tenant (Teams) to the selected company.
  7. [Optional] App Branding: Read more about it in Branding the DeskDirector Teams App (admin access required).
  8. Finish the setup from your Client's Side (confirm your portal as the service provider for the client Teams tenant): There are two methods to do this:
    • Method 1: Signing in with an account of the client tenant: You can choose this method if you are an admin of your client company's Team tenant. To do this, in the client company's portal installation setting page, open the Setup up the integration now link and sign in with the correct account which will grant the DeskDirector teams app the required permission to set up the portal integration information for the signed Teams tenant.
    You can drag & drop the the link in your preferred web browser to sign in.
    • Method 2: Open the Portal tab in the client's Teams: This method methods requires opening the portal tab (or Settings tab) of the DeskDirector teams app in your client's Teams tenant and confirm the service provider information as we have set up in the last step.
  9. [Optional] Pin app for individual users: Pinning the app to the app bar in Teams client allows users to easily access your support portal (admin access required). https://learn.microsoft.com/en-us/microsoftteams/teams-app-setup-policies#pin-apps
  10. [Optional] DeskDirector User Group Integration: Read more from here.

Video Guide

An overview of the client portal user experience in Microsoft Teams

How did we do?

Setting up Tags for Teams Discussions (Tech)

Branding the DeskDirector Teams App

Contact