Documentation forSolarWinds Service Desk

Microsoft Teams client integration

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Integrate Teams

To enable the Teams client integration/collaboration channel with SolarWinds Service Desk (SWSD), administrators should provide users with End-user guidance.

In addition, some settings may need to be activated in Service Desk settings

End-user experience

After end users have installed the application following the instructions in the end-user guidance, they can take full advantage of the integration between Teams and SolarWinds Service Desk. In addition to installation instructions, the end user guidance describes how to perform the actions listed below.

User capabilities

Users can:

End-user authentication

When the end user clicks Login, a pop-up window opens. There the user can choose from any of the different authentication methods provided by SWSD. Users whose accounts are defined in multiple SWSD accounts must identify the relevant account (the account name is case sensitive).

Administrators need to provide users who have multiple accounts with the different account names. To locate an account name, navigate to Setup > Account > Account summary.

Ticket origin

Every SWSD ticket identifies the origin of the ticket. That is, how the ticket was received. SWSD identifies Teams as the incident origin for all tickets created through Microsoft Teams.

You can use this value to understand which or how many tickets are created via the Teams channel. You can also use this value in automation rules (for example, to assign tickets coming from Teams to a designated queue).

End-user guidance

For the best experience with integration for MS Teams you must be logged in as the same user with the same email on all SolarWinds Service Desk channels (web, mobile, Slack, and MS Teams).

Add SolarWinds Service Desk to Teams

  1. In Teams, from the left navigation pane, scroll to the bottom and click Apps to expand the list of apps.

  2. In the Apps pane to the right, type solarwinds into the search field.

  3. In the results area, click SolarWinds Service Desk, and then click Add.

After installation is complete, you will receive a chat message on the Chat tab in Teams similar to the one below.

You can also choose to use the Teams mobile application, which you can download from your mobile device's app store.

If you are unable to find the SolarWinds Service Desk app in your version of Teams, see this Microsoft AppSource documentation.

Log in to

If you have multiple accounts in SolarWinds Service Desk, you will need to identify the account you are logging into. If you don't know the account name, contact your service desk or administrator.
  1. From the left pane of Teams, open SolarWinds Service Desk.

  2. From the SolarWinds Service Desk Chat tab, notice the message from Service Desk bot.

  3. In the chat window, type Login and send the message.

  4. When prompted, click Login.

  5. When prompted, enter your email address, and then click Next. 

  6. When prompted, enter your password and click Sign In. After you have signed in you can create a new ticket or get help. See End-user authentication for more information.

Create tickets

ESM customers will be prompted to select a service provider.
  1. From the Teams Chat tab, type Create ticket and send the message.

  2. In the Create New Ticket pop-up, type a title for your ticket, provide an optional description, add a category and subcategory (if needed), and then click Create.

  3. Wait for the notification that your ticket was successfully submitted.

View tickets

From a message confirming a new ticket was created, you can click the link to view a list of your open tickets.

See ticket details in Teams

Teams displays the ticket details, such as the ticket title, ticket number, creation date, state of the ticket, assignee, description, and comments.

Resolve a ticket

Click Resolve this ticket.

View comments

See comments at the bottom of the window.

Add a comment to an existing ticket

You can add a comment to a ticket after it has been created, or after clicking View the full ticket details in the browser. Add a comment by entering it into the rich-text field and clicking Post. SWSD sends a push notification for every comment.

If your organization uses both Microsoft Teams and Slack, SWSD sends push notifications in both applications and users can add comments through both.

Live chat with agent

If your organization has enabled live chat with MS Teams and enabled the Virtual Agent feature, after several attempts to search for solution, you can see a chatbot option to Live Chat with agent. Click the button to begin a chat.

Through Teams, you receive an automated message that shows where you are in the queue. When an agent becomes available you receive a new message from the agent. To save time for the requester and the technician, SWSD sends the technician a summary of the requester's last conversation with the Virtual Agent.

Log out

From the Chat tab, type Logout into the input field, and then send the message.