Support Desks: Your AB Support Workspace

A desk is your AB Support workspace — it holds your tickets, your customers, and your 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 licence 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.

Two shapes of desk

A desk either stands on its own or is tied to a Microsoft Teams channel. Everything else about it — tickets, customers, the AI, settings — works the same way.

Standalone

Created from the Home tab. Yours from the start; you invite whoever should work it. Nothing is posted to a Teams channel unless you connect one later.

Channel-linked

Created by adding the AB Support tab to a channel. Everyone in that channel can work it, and every new inquiry posts a card there that your team can reply to without opening the app.

Not sure which? Start standalone — it takes seconds and you can try the whole product. If you later want inquiry cards landing in a Teams channel, message the AB Support bot register in that channel and the desk will post there.

Creating a desk

You don’t need an AB Projects project first, and you don’t need an administrator.

From the Home tab (quickest)

Open AB Support as a personal app in Microsoft Teams, in Outlook, or at blz.actionbridge.io/web/hub.
Name it and create it. On Home, type a name in the box and click Create a desk.
You land in the desk. It now appears under Desks, and its inbox is ready for the first ticket.

From a Teams channel

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 registered to receive new-inquiry cards.

Either way, the next step is the same: open Settings to turn on your customer channels, and add something for the AI to answer from — see Settings and knowledge sources.

Finding your desks

Your desk list shows the desks you created, plus any channel-linked desk whose Teams channel you belong to. It’s in the same place everywhere:

In Microsoft Teams, open the AB Support personal app — Home summarises them, Desks lists them.
In Outlook or the Microsoft 365 app, open AB Support — the same three tabs.
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). On a channel-linked desk, anyone in the channel who opens AB Support joins as an agent.

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.

Naming a desk, and its icon

A desk’s name and icon are set in its Settings, under Desk identity — so a name typed in a hurry when you created it is not a name you are stuck with. A channel-linked desk starts out named after its channel; rename it in the same place.

Give each desk a name you can tell apart. If you run more than one desk, the list shows them by name and icon — two desks called the same thing are impossible to tell apart at a glance, and calling one of them “AB Support” names the product rather than the desk. Name them for the audience they serve, like Billing and Technical.

Published on 2026-07-13

Last updated on 2026-09-22

Version 6

AB Support desk workspace setup channel standalone

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