TICKETIQ

Microsoft Teams app

Register an Azure bot, create a Teams trigger, build the app package from the console and upload it to Teams.

After reading this page you will be able to:
  • Collect the Azure bot values Liyagent needs
  • Build the Teams app package with the package builder
  • Upload the package and test Liya in Teams

Prerequisites

  • An Azure subscription where you can create an Azure Bot and an Entra app registration.
  • Teams admin rights, or permission to upload custom apps.
  • TICKETIQ_PUBLIC_BASE_URL set to your instance's public https:// address. Teams must be able to reach it.

1. Register the bot in Azure

  1. Create an Azure Bot, single-tenant. Note the Microsoft App ID and the Directory (tenant) ID.
  2. Create a client secret on the app registration, or upload a certificate.
  3. Set the bot's messaging endpoint to https://<host>/api/teams/bots/<trigger-name>/messages.
  4. Turn on the Microsoft Teams channel for the bot.

deploy/teams/create-bot.sh does these steps with the Azure CLI.

2. Store the credential

Save the client secret, or the PEM certificate and key, in the secrets store, for example as teams-bot-secret.

3. Create the Teams trigger

  1. Open the Liya agent's Triggers tab and add a Microsoft Teams trigger.
    FieldValue
    Microsoft App IDThe bot's app id (a GUID)
    Directory (tenant) IDYour Entra tenant id
    Client secret (from the Secrets store)secret://teams-bot-secret
    Certificate and private key (from the Secrets store)Use instead of the client secret, not both
  2. Save. Incoming messages are accepted only with a valid Bot Framework token. Replies go only to Microsoft conversation hosts.

4. Build the app package

The package builder turns the trigger into a Teams app zip, with the manifest and the Liya icons.

  1. On the trigger, choose to download the Teams app. This calls GET /api/triggers/{name}/teams-app.
  2. The manifest points at TICKETIQ_PUBLIC_BASE_URL, or the request's host when that is unset.
Note

Set TICKETIQ_TEAMS_COPILOT_AGENT=true to also declare the bot as a Microsoft 365 Copilot agent.

Offline, python deploy/teams/build-package.py --app-id <id> --bot-app-id <bot id> --base-url https://<host> writes the same package to deploy/teams/dist/. To update an app already in Teams, use --from <old.zip>: an update must keep the manifest id and the bot id.

5. Upload and test

  1. In the Teams admin center, upload the zip as a custom app (deploy/teams/UPLOAD.md walks through it), or sideload it for yourself.
  2. Open a chat with Liya and ask a question. A known issue arrives as a card, and a new problem becomes a ticket.
Warning

Keep the app id stable across versions. A new id is a different app to Teams, and users lose their chat history with the bot.

To add one Liya app for every agent instead of one bot per agent, turn on chat_router for the trigger. See One Liya app for every agent.

Optional: single sign-on (PUT /api/triggers/{name}/teams-sso) and access limits by user or group (PUT /api/triggers/{name}/teams-access).

Next steps