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What is the Microsoft Teams Service App?

Thread’s Microsoft Teams Service App allows contacts to create and manage support requests directly within their organization’s Teams environment—eliminating the need to send emails or call support. It’s the most popular way Thread Partners enable chat-based support for end customers.

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Frequently Asked Questions

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How does chatting in the Microsoft Teams Service App work?

Contacts can create and manage support requests in two ways:
  • Messenger Embedded Application
  • Native Teams Direct Messages (DMs)
1

Find the service provider's app

Contacts can find the service provider’s app by searching in the View more section of the Teams app menu or clicking on the pinned app.
2

Chat or create a request

From the app page, they can interact with open threads or create new requests using the Chat or Request button.
Yes! All messages, images, and files sent in a Group Chat are added to the thread conversation in Inbox and synced with the PSA ticket.
The new participant is automatically added as a CC’d contact in both the thread and the PSA ticket. If a contact leaves the chat, they are removed from both.
Thread matches Teams users to contacts by email address. When someone messages the Service App and no contact with their email exists yet, Thread resolves it automatically:
  • If a contact with that email already exists in your PSA at the mapped company, Thread links it and syncs it.
  • If no contact exists in the PSA either, Thread creates one in the PSA (using the company’s default contact type and site) and in Thread, so the user can start chatting right away.
  • If contact creation is disabled for your workspace, Thread creates the contact in Thread only, without a PSA record.
Guest users and external (federated) Teams users aren’t supported and can’t use the Service App.
Currently, this functionality isn’t supported in Inbox, and calls won’t appear as messages. Video and audio call support is on our roadmap—let us know if it’s valuable to you!