Desk365 Learning Guide
Setting up a "Travel Desk" in Microsoft Teams: one bot for employees, with a shared view for every support agent.
1Start here: overview and videos
- Kickstart Your Journey with Desk365: a video introduction: a brief intro video summarizing the key features of Desk365.
- Desk365 Videos: product demos and walkthroughs that show how a ticket moves from start to finish.
- Microsoft Teams ticketing system overview: how employees raise tickets from Teams and how agents handle them.
2Reference guides: the Help Center
- Desk365 Help Center: step-by-step guides and feature articles, including SLAs, assignment rules, automations and reports.
- Getting started with Desk365 – for Administrators: initial setup and configuration.
- Desk365 Agent Guide: how agents work tickets day to day.
- Desk365 End-Users Guide: how employees raise and follow their requests.
3Employee side: the "Travel Desk" bot
- Support Bot – Setup guide: the bot employees chat with.
- Customize and deploy the Teams Support Bot: how to rename and brand the bot as "Travel Desk" and roll it out to users through the Teams Admin Center.
4Agent side: support agents
- Agent Bot – Setup guide: how agents get ticket notifications and reply from inside Teams.
5Troubleshooting
- Troubleshoot Teams Support Bot: fixes for common deployment problems.
Rollout tip
Start the free trial and deploy the Support Bot to a small pilot group of agents first. Test a few travel requests before rolling it out to all 600+ users.