A desk is your AB Support workspace for one Microsoft Teams channel — it holds that channel’s tickets, customers, and settings. Each app in the AB family names this idea differently: a project in AB Projects, a workspace in AB Sales, and a desk in AB Support.
A desk is its own thing. It doesn’t share data or a license with AB Projects or AB Sales — a desk has its own tickets, its own customer list, and its own settings, even in a channel that also runs the other AB apps. You can use AB Support entirely on its own.
Creating a desk
You create a desk by adding the AB Support tab to a Teams channel. Configuring the tab sets the desk up for that channel automatically — you don’t need an AB Projects project first.
- Add the tab. In your support channel, choose + → AB Support, then Save.
- The desk is ready. The tab opens the desk’s inbox and dashboard, and the channel is now registered to receive new-inquiry cards.
- Set it up. Open Settings to turn on your channels and point the AI at your knowledge — see Settings.
Desks are created in Teams only. The web app opens desks that already exist — there’s no “new desk” button there. Create the desk once from the Teams channel; after that it’s available in both places.
Finding your desks
You’ll see your support desks — the channels you belong to that have AB Support set up — in either place:
- In Teams, open the AB Support personal app.
- On the web, sign in at blz.actionbridge.io/web/hub and open AB Support.
Each desk has an Open button that takes you into its dashboard and inbox. A desk’s Settings are reached from the gear inside the desk, not from this list.
Members have roles. A desk’s members are Owner, Admin, or Agent: admins can change the desk’s settings and manage shared saved filters, agents work tickets, and the owner grants or revokes Admin. Members and roles are managed in the desk’s Settings (the Members section).
Customers never see a desk. A desk is where your team works; customers reach it through web chat, email, web forms, WhatsApp, and SMS. See the overview.
Give each desk a name you can tell apart. If you run more than one desk, the list shows them by name — two desks called the same thing are impossible to tell apart at a glance. Name them for the audience they serve, like Billing and Technical.