AB Support installs into a Microsoft Teams channel — that channel becomes the place your agents read and answer tickets. Setting it up takes a few minutes and turns the channel into a support desk.
Only your team installs anything. Your customers don’t. AB Support lives in Teams for your agents. Customers reach you through web chat, email, and forms — they never need Teams or an account.
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, 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.
What you get after setup
| Surface | What it’s for |
|---|---|
| The channel tab | Your dashboard and ticket list — where agents work. |
| Inquiry cards in the channel | A card posts to the channel on every new inquiry so anyone can jump in. |
| Your customer channels | The web chat, email, and forms customers use. |
Once the tab is added and Settings are filled in, the desk is live — the next customer message becomes your first ticket.