--- title: "Set up SysAid for MS Teams (Microsoft Teams)" slug: "microsoft-teams" description: "SysAid for Teams allows users to submit SysAid tickets from within Microsoft Teams.This allows for easier collaboration within organizations that use Microsoft Teams for internal communication." tags: ["SysAid Classic", "SysAid Spaces"] updated: 2026-05-27T06:23:06Z published: 2026-05-27T06:23:06Z canonical: "documentation.sysaid.com/microsoft-teams" --- > ## Documentation Index > Fetch the complete documentation index at: https://documentation.sysaid.com/llms.txt > Use this file to discover all available pages before exploring further. # Set up SysAid for MS Teams (Microsoft Teams) SysAid for MS Teams allows users to submit SysAid tickets from within Teams and to send messages and notifications from a SysAid ticket to groups and individuals in Microsoft Teams. This allows for easier collaboration within organizations that use Microsoft Teams for internal communication. ### Licensing The Microsoft Teams integration includes [SysAid for Teams](https://documentation.sysaid.com/docs/use-ai-service-desk). You can expand the chatbot’s AI capabilities by adding the AI End User Chatbot to your account. For more information, click [here](https://documentation.sysaid.com/docs/activate-ai-chatbot-for-teams). ### Prerequisites Before setting up SysAid for Teams, please ensure that you have Microsoft Teams up and running and that the [Azure](/v1/docs/azure) integration is set up and enabled for your SysAid account. > [!NOTE] > Please note: > > If you have users that were imported via LDAP integration, to avoid duplicate users, make sure that: > > - The users have the same email addresses in the Azure and LDAP repositories > - The **Sync user based on email address** checkbox is selected in the Azure integration settings > > You can opt to continue using LDAP as your primary user depository integration by selecting the option[to set up Azure as your secondary user depository in SysAid](https://documentation.sysaid.com/v1/docs/azure#set-up-azure-as-a-secondary-user-repository). This feature is not yet available for all accounts. If you want to enable this feature, contact your SysAid Customer Care manager. ## Set up SysAid for Teams 1. In SysAid, go to **Connect**and click **Explore** in the Marketplace banner. 2. Search for **SysAid for Teams**and click on the card. 3. Click **Setup and manage**. You will be redirected to the **My add-ons** page, where you’ll see **SysAid for Teams**. 4. Click the **gear icon**. Now, you can go ahead and connect the apps - keep your SysAid account in one tab and open a new tab to connect to your [Azure portal](https://portal.azure.com/). 5. In the [Azure portal](https://portal.azure.com/), under Azure services, choose **Microsoft Entra ID**. 6. In the **Overview** section, go to **Manage**>**Custom domain names**. 7. Copy the name with an “Available” status****and paste it into the **Tenant Name** field in SysAid. ### Register the application in Azure 1. In the [Azure dashboard](https://portal.azure.com/), click **App registrations**. 2. Click **View All applications**. 3. Click **+New registration**. 4. Enter a name for the application (for example, "SysAid Microsoft Teams") in the **Name** field. 5. Click **Register**. ![IntegrationOffice365RegisterApplication.jpg](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/IntegrationOffice365RegisterApplication.jpg) ### Get the Client ID 1. Hover over the **Application (client) ID** field and click copy. 2. Back in SysAid, paste the copied text into the **Client ID** field. ### Get the Tenant ID 1. Hover over the**Directory (Tenant) ID** field and click copy. 2. Back in SysAid, paste the copied text into the**Tenant ID** field. ### Get the Secret Key 1. Click **Certificates & secrets**on the left-hand menu.**** 2. Click **New client secret**. 3. Add a description (e.g., "SysAid Microsoft Teams"). 4. Select **24 Months**in the **Expires**area, 5. Click **Add**. 6. Copy the **Value** column in the entry you just created. ![TeamsSettingsfilesSecretValue.jpg](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/TeamsSettingsfilesSecretValue.jpg) 7. Back in SysAid, paste the copied text into the **Secret Key** field. ### Add redirect URI 1. Click **Add Platform**. 2. Click **Web**. 3. In the Redirect URIs field, click **Add a Redirect URI**. ![TeamsSettingsfilesRedirectURI-4.jpg](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/TeamsSettingsfilesRedirectURI-4.jpg) 4. In the Web area, click **Add URI**. ![TeamsSettingsfilesRedirectURI2.jpg](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/TeamsSettingsfilesRedirectURI2.jpg) 5. Enter `https://<SYSAID URL>/addonJspWrapper.jsp?a=msTeams&p=msTeamsGenerateToken.jsp` (make sure you add your specific SysAid URL). 6. Click **Configure**. ### Get the Callback URL 1. In the MSTeams Callback URL field, enter: ```plaintext https:///addonJspWrapper.jsp?a=msTeams&p=msTeamsGenerateToken.jsp ``` **Make sure you add your specific SysAid URL.** 2. In SysAid, enter the callback URL in the **Callback URL**field. ### Configure API Permissions 1. In Azure, navigate to select **API permissions**. 2. Click **Add a permission**. 3. Click **Select an API** > **Microsoft graph**. 4. Click **Delegated**. 5. Select the following permissions: - `ChannelMessage.Send` - `Channel.ReadBasic.All` - `Chat.Create` - `ChatMessage.Send` - `Presence.Read.All` - `Team.ReadBasic.All` - `User.ReadBasic.All` 6. Click **Grant admin consent for ** and then click **Yes.** 7. In Azure, create a dedicated admin user for this integration. This is the displayed name for the sender of all automatic notifications from SysAid. Ensure that the user has sufficient permissions: - At least Application Administrator level permissions - At least an E3 license is assigned to them - The user has a GUID in Azure In the Azure portal, grant consent so that you will be able to successfully generate a token later in this process. > [!NOTE] > Please note: > > We recommend using your help desk's name and logo as its avatar. > > For example, if your help desk is named SysAid, you can use one of these logos as the user's avatar in Microsoft Teams: ![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/2020-01-SYS-5282-l-Final%20Logo_Fav%2016-16.png) Back in SysAid, add the email for the user you just created to the Sender Email field. 8. From the Template drop-down list, select which SysAid template will be the default for tickets opened by Microsoft Teams. 9. Click **Save Changes**. 10. Click **Test Connection** to ensure that everything has been configured correctly. 11. Click the slider to activate the AI Service Desk. 12. Click **Save Changes**. 13. Within the same browser that you are running SysAid in, log in to Azure with the user you just created. 14. Click **Generate Token**. 15. A new browser tab opens. When a message appears indicating that the token was generated successfully, refresh the Microsoft Teams page in SysAid to populate the field. 16. Click **Save Changes**. ![TeamsSettingsfilesMSTeamsSetup.png](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/TeamsSettingsfilesMSTeamsSetup.png) > [!NOTE] > Please note: > > SysAid will send out a system notification when the expiration date for the Secret Key (token) has passed. > > In this case, you’ll need to [create an new Secret Key](https://documentation.sysaid.com/docs/microsoft-teams#get-the-secret-key) and regenerate the token in order for the integration to work. > > > > To learn more about this system notification, see [Edit Monitoring Notifications](https://documentation.sysaid.com/docs/edit-monitoring-notifications). ### Manage Multiple Microsoft Teams Tenants SysAid supports connecting multiple Microsoft Teams tenants within the same add-on configuration. Each tenant is configured and managed separately, allowing you to route messages to the correct Teams environment based on context. At the top of the configuration form, use the Tenant Name drop-down to select the tenant you want to work with. When you switch tenants, all fields in the form refresh automatically to display the settings for the selected tenant. You can also mark one tenant as the Default that is a fallback and cannot be deleted. **Creating a new tenant** To add a new tenant: 1. Start typing the tenant name in the Tenant Name field. Make sure the tenant name exactly matches the value shown in the Domain Name field of the Azure add-on. 2. Select **Create new**from the list. 3. Complete the remaining fields with the relevant tenant details (Tenant ID, Client ID, Client Secret, and related fields). 4. Click **Save Settings**. 5. Click **Generate Token**. 6. Click **Test Connection**. This runs a test only for the tenant currently selected in the configuration form. Each tenant is saved independently and can be managed at any time. You can remove any tenant except the default one at any time by clicking Delete at the bottom of the form. #### **Tenant assignment by group** > [!NOTE] > Please note: > > Automatic notifications across tenants work in both **SysAid Classic** and **SysAid Spaces**. > > Direct messages from a service record (to a user, group, or channel) are available **only in SysAid Classic**. Different SysAid Groups can be associated with different Microsoft Teams tenants. When automatic notifications related to a specific group are sent, all members of that group are notified, even if the group includes users from different Microsoft Teams tenants. ## SysAid Bot in Microsoft Teams SysAid offers its own bot in Microsoft Teams that allows you to create SysAid tickets from Microsoft Teams. You can [follow Microsoft's instructions](https://docs.microsoft.com/en-us/microsoftteams/teams-app-setup-policies#pin-apps) for pinning this bot for your users in Teams, so they won't need to set it up themselves. Once the bot is pinned, the users will receive a welcome message from the SysAid bot in their Teams account, inviting them to use the bot to contact their IT departments. We recommend informing your users about the bot before pinning it to ensure they understand the welcome message. Please note: Only the first tenant configured on the Azure AD integration can access the bot. ### Set up the SysAid bot 1. In Microsoft Teams, click **Apps**. 2. Search for "SysAid." 3. Select **SysAid**. 4. Click **Add**. Microsoft Teams adds the SysAid bot to the Chat channels. ### Whitelabel the SysAid Bot Admins can now customize the SysAid bot on Microsoft Teams to fit their own company culture and branding (including visual assets and voice & tone). There is now the option to configure the following properties from the Microsoft Teams store: Short Name, Short Description, Full Description, App Icon, Icon Outline Color, Accent Color > [!NOTE] > Please note: > > End users will get the updates after logging back into MS Teams. Follow [Microsoft's Instructions](https://learn.microsoft.com/en-us/microsoftteams/customize-apps) to customize the bot. ### Upgrade the SysAid Bot As SysAid is continuously adding new capabilities to the SysAid Bot, we recommend periodically upgrading your SysAid Bot to the latest version. Ensure that your end users upgrade the SysAid Bot in their individual Microsoft Teams accounts so they can access the latest capabilities. **To upgrade the SysAid bot:** 1. In Microsoft Teams, click **Apps**. 2. Search for "SysAid." 3. Select **SysAid**. If there is a more current version available, the button will say 'Upgrade' instead of 'Open'. 4. Click **Upgrade**. ### Configure survey notifications The SysAdmin can configure a survey notification to be sent to the end user upon ticket closure. This creates an opportunity to improve survey response rates, which can lead to a clearer demonstration of the improved employee experience. **To configure the survey:** 1. In **General Settings,**click on **"Request User".** 2. Verify that the**'Add a link to survey'** option is checked. 3. Go to **Customize**>**Notifications.** 4. Click to edit notification #1005 (this notification is sent when a ticket is closed). ### Insert or remove a survey 1. Click the**"Insert Survey"** button. 2. From the dropdown list, select the survey to be sent via MS Teams upon ticket closure. 3. To remove the survey, click **"Remove Survey"**. Please note: If the "Add a link to survey" checkbox is checked, but no survey was added to the notification template, the notification will be sent with no survey. This feature is also enabled for Teams custom notification #1002 (notifies when a ticket has been created). Although this is not the primary use case of the survey, the SysAdmin can use it to learn more about the users' experience of the ticket submission flow. Accounts with the previous configuration of MS Teams custom notifications #1005 and #1002 need to enable the survey capability by clicking **"Reset to default"** in **"Version History**." #### Related content [Set up AI Service Desk (Microsoft Teams)](/v1/docs/microsoft-teams) [Tags for SysAid Notifications in Microsoft Teams](/v1/docs/ai-service-desk-tags-for-sysaid-notifications-ms-teams)