AB Support installs into a Microsoft Teams channel — that channel becomes a support desk. Setting it up takes a few minutes. Once the desk exists, your team can work it from Teams or from a web browser.
Only your team installs anything. Your customers don’t. AB Support is for your agents. Customers reach you through web chat, email, web forms, WhatsApp, and SMS — they never need Teams or an account.
A desk is created in Teams, even if you plan to work on the web. The web app opens desks that already exist — it can’t create one. So do the Teams install below first, once. After that, signing in on the web is enough for day-to-day work.
Set it up
- Add the app to Teams. Get AB Support from the Microsoft Teams app store (or your org’s app catalog) and add it to the channel your support team works in.
- Add it as a tab. In that channel, click + to add a tab, pick AB Support, and save. This creates your desk.
- Configure the desk. Open Settings and connect your channels — the web-chat snippet, your support mailbox, your WhatsApp and SMS numbers, and your knowledge sources. See Settings.
- Invite your team. Anyone in the channel who opens AB Support becomes a member of the desk and can be assigned tickets. See assigning tickets.
Email and some features need admin consent. Connecting a support mailbox asks a Microsoft 365 admin (someone who can approve app permissions for your whole company) to grant access once. That’s a normal one-time approval — see support email for the mailbox steps.
Working the desk in a browser
Some people on a support team don’t live in Microsoft Teams. They don’t have to:
- Go to blz.actionbridge.io/web/hub and sign in with the same Microsoft account.
- Open AB Support — it sits alongside AB Projects and AB Sales.
- Pick your desk. You get the same dashboard, the same ticket queue, and the same settings.
Nothing to install and nothing to keep in sync — it’s the same desk either way. Whether a teammate replies from Teams or the browser, the customer sees one conversation.
What you get after setup
| Surface | What it’s for |
|---|---|
| The channel tab | Your dashboard and ticket list — where agents work in Teams. |
| The web app | The same dashboard and ticket list in a browser, for teammates who aren’t in Teams. |
| Inquiry cards in the channel | A card posts to the Teams channel on every new inquiry so anyone can jump in. |
| Your customer channels | The web chat, email, forms, and WhatsApp and SMS that customers use. |
Once the tab is added and Settings are filled in, the desk is live — the next customer message becomes your first ticket.