IT-Connect allows end users to create and manage support tickets directly from Microsoft Teams. Users can submit tickets, track ticket progress, communicate with technicians, create tickets for team members they manage, and cancel tickets when permitted.
Users can:
Create tickets for themselves.
Create tickets for team members they manage.
Use suggested ticket templates.
Track their own and team members’ tickets.
Chat with technicians.
Add participants and attachments.
Pin important messages.
Select a preferred time to connect with a technician.
Cancel tickets when permitted.
Submit feedback after ticket resolution.
The features available to users depend on their role and the IT-Connect channel settings configured by the MSP or internal IT team.
Before you begin
Make sure:
The user has an active DeskDay customer-user account.
The user has completed account activation.
IT-Connect is available in Microsoft Teams.
Single sign-on is configured when users should sign in with their organisation credentials.
Required ticket actions are enabled in DeskDay channel settings.
Install IT-Connect in Microsoft Teams
Open Microsoft Teams.
Go to Apps.
Search for IT-Connect.
Select the application.
Click Add.
Open IT-Connect from the Teams app list or app bar.
After IT-Connect is added, a welcome message is displayed.
When the application has already been deployed by the organisation’s Teams administrator, it may appear automatically in the Teams app bar.
Log in to IT-Connect
DeskDay supports manually created users and SSO users.
Log in as a manually created user
When a user is added manually, they receive an activation email.
Open the activation email.
Click the activation link.
Create a password.
Open IT-Connect in Microsoft Teams.
Enter the registered email address and password.
Complete the login process.
Log in using SSO
When SSO is configured for the customer:
Open IT-Connect.
Enter the user’s business email address.
Continue to the identity-provider login window.
Sign in using the organisation’s credentials.
Select Open IT-Connect when prompted.
Users who are already signed in to their organisational Microsoft account may be able to access IT-Connect without entering their password again.
Create a ticket from the Chat tab
Open the Chat tab in IT-Connect.
Click View prompts and select Create Ticket, or enter
Create Ticketin the chat box.Complete the ticket form.
Click Create.
After creating the ticket, click View Ticket to open it.
Create a ticket from the Home tab
Open the Home tab.
Click Create Ticket +.
Enter the issue summary.
Select the priority.
Enter a detailed description.
Add attachments when required.
Click Create.
The new ticket appears in the ticket list after submission.
Create a ticket for a teammate
Authorised users can create tickets for team members they manage.
Open the Home tab.
Click Create Ticket +.
Enter the issue summary.
Select the required user under Create this ticket for.
Select the priority.
Enter the description.
Add attachments when required.
Click Create.
This option is available only when the user has the required access and is configured as the manager of the selected user.
View and manage tickets
Open the Home tab to view the ticket list.
Users can:
Open ticket details.
View the current ticket status.
Read technician updates.
Send messages to technicians.
Add attachments.
Review assigned technicians and participants, when enabled.
Create additional tickets.
Messages sent from IT-Connect are added to the public ticket conversation.
View and manage teammate tickets
Managers can use the ticket-view selector to view tickets created by their assigned team members.
Depending on their access level, managers can:
View team member tickets.
Open ticket details.
Review ticket progress.
Communicate with technicians.
Add attachments.
Super managers can view tickets created by all users under the customer.
Cancel a ticket
Users can cancel open tickets when cancellation is enabled in DeskDay channel settings.
Open the Home tab.
Select the required tickets.
Click Cancel Ticket.
Confirm the action.
All selected tickets are updated to the configured cancelled status.
Chat with technicians
Users can communicate with technicians from the ticket conversation.
Open the Home tab.
Select the required ticket.
Enter a message in the conversation box.
Press Enter or click Send.
Users can continue the conversation, provide additional information, and respond to technician questions without creating another ticket.
Messages sent through IT-Connect are added to the public ticket conversation.
Add participants to a ticket
Users can add other customer users to a ticket when the Add participants option is enabled in DeskDay channel settings.
Open the required ticket.
Click the Participants icon near the message box.
Click Add participants.
Search for the required user.
Select the user to add them to the ticket.
Close the participants panel.
The participants panel displays everyone included in the ticket conversation.
Customer users from the same customer can be added directly as participants.
Anyone else must be added by email as an external participant.
Added participants can follow the ticket conversation and receive updates based on their permissions and notification settings.
Pin important messages
Users can pin important messages in a ticket conversation for quick reference.
Open the required ticket.
Locate the message you want to save.
Click the Pin icon shown on the message.
The message is added to the ticket’s Pinned messages panel.
Pinned messages can be used to highlight:
Troubleshooting instructions
Important technician updates
Scheduled contact details
Workarounds
Resolution information
View pinned messages
Open the required ticket.
Open the Pinned messages panel.
Review the pinned messages shown on the right side.
To remove a pinned message, click its Pin icon again from the conversation or pinned messages panel.
Add attachments and ticket updates
Users can provide more information while communicating with technicians.
Open the ticket.
Enter the additional information in the message box.
Click the Attachment icon when a supporting file is required.
Select the file.
Click Send.
Attachments and messages become part of the public ticket conversation.
Schedule a time with a technician
When scheduled time is enabled, users can select a preferred time to connect with the technician.
Open the required ticket.
Click Schedule time in the upper-right corner.
Select the preferred date and time.
Click Save to confirm.
The selected time is added to the ticket, and the technician is notified.
Submit feedback for a resolved ticket
When feedback is enabled, IT-Connect displays a feedback request after a ticket is closed.
Users can:
Open the resolved ticket.
Select the feedback prompt in the ticket conversation.
Choose the rating that best represents their support experience.
Add comments when required.
Submit the feedback.
Available ratings may include:
Awesome
Good
Satisfied
Needs improvement
Disappointed
The feedback is linked to the resolved ticket and can be reviewed by the MSP or internal IT team.
Important notes
Ticket fields and actions depend on the configured IT-Connect channel settings.
Users can create tickets for other users only when they have the required access and manager relationship.
Managers can view tickets created by their assigned users.
Super managers can view all tickets under the customer.
Messages sent from IT-Connect are public and visible to the ticket user, participants, and technicians.
Changes to DeskDay channel settings may require users to refresh Teams or reopen IT-Connect.
Participants can be added only when the option is enabled in DeskDay channel settings.
Only users available under the same customer can be added as participants.
Added participants can access the ticket conversation according to their permissions.
Pinned messages remain linked to the ticket and are available from the Pinned messages panel.
Messages and attachments shared in IT-Connect are part of the public ticket conversation.
Participant and pinned-message options may require users to refresh Teams or reopen IT-Connect after configuration changes.
Scheduled time must be enabled in DeskDay channel settings before users can select a preferred contact time.
Feedback must be enabled before users receive a feedback prompt.
Feedback is displayed only after an eligible ticket is closed.
Users may need to refresh Teams or reopen IT-Connect after channel settings are changed.
Troubleshooting
IT-Connect does not appear in Microsoft Teams
Confirm that:
IT-Connect is allowed by the organisation’s Teams administrator.
The user has permission to access the application.
The user cannot log in
Confirm that:
The DeskDay account has been activated.
The correct email address is being used.
The password is correct.
The customer domain and SSO configuration are valid.
The Teams SSO redirect URL is configured correctly.
The user cannot create a ticket for a teammate
Confirm that:
The user has privileged access.
The user is configured as the manager of the selected teammate.
The user cannot view teammate tickets
Confirm that the user is configured as a manager or super manager with the required ticket visibility.
The Cancel Ticket option is unavailable
Confirm that:
Ticket cancellation is enabled in DeskDay channel settings.
The ticket is still open.
The user has permission to cancel the ticket.
A newly created ticket does not appear
Ask the user to refresh the Home tab. Also confirm that the ticket was successfully submitted and that the correct ticket view is selected.
The Add participants option is unavailable
Add participants is enabled in DeskDay channel settings.
The ticket is open.
The required participant belongs to the same customer.
A user cannot be found in the participants list
The user has been created under the correct customer.
The user account is active.
The user is not already included in the ticket.
A pinned message is not displayed
Ask the user to reopen the Pinned messages panel or refresh IT-Connect. Also confirm that the message has not been unpinned.
Schedule time is unavailable
Scheduled time is enabled in DeskDay channel settings.
The ticket is open and eligible for scheduling.
The user has refreshed or reopened IT-Connect.
The feedback prompt is not displayed
The ticket has been closed.
Feedback is enabled in DeskDay channel settings.
IT-Connect has been refreshed or reopened.
For assistance, contact DeskDay Support at [email protected].