Employee Lifecycle

AI Helpdesk Agent for Microsoft Teams

Staff message a Teams bot with IT and service questions, get approved answers, and unresolved requests reach the right team.

In a Microsoft 365 company, staff naturally turn to Teams when something stops working. This agent answers their IT and internal service questions as a Teams app, in bot chats and in the channels your tenant admin approves. Answers come only from your approved articles, FAQs and policies. Anything else is handed to the right team, with the conversation attached so nobody repeats themselves.

Staff get approved IT answers inside Microsoft Teams
Runs only in chats and channels your tenant admin approves
Unresolved requests reach the right team with the conversation

$4,400 20–30 working days Optional maintenance $249/mo

Choose delivery and add to cart Talk to an expert

Stacked chat tiles and a paper arrow leading to a brass bell, showing a Teams request passed to the right team.

What it is

AI Helpdesk Agent for Microsoft Teams answers employee IT and internal service requests as a Teams app, in chats with the bot and in channels your tenant admin approves. Answers come only from your approved articles, FAQs and policies, and anything else is routed to the right team.

Why businesses buy it

Service desks in Microsoft 365 organizations field the same device, access and policy questions through chats, emails and calls, and each one interrupts someone. Staff wait for answers that already exist in a document. After launch, employees get correct answers inside Teams immediately, and your service team handles fewer interruptions and better-described requests. The Scope Card sets the approved channels, handoff route and topics in writing before you order, so your tenant admin knows exactly what the app can access.

Problems this solves

Employees post IT questions in Teams chats and wait for replies

The agent answers IT and internal service requests as a Teams app. It works in bot chats and in channels your tenant admin approves, so people get help where they already work.

Policy answers differ depending on which colleague replies

Answers come only from your approved articles, FAQs and policies, up to 100 documents or 200 web pages. Everyone hears the same approved wording, whichever colleague would otherwise have answered.

Requests the bot cannot answer need to reach the right team

Anything outside the approved content is routed to the right team through one connected handoff system. The documented field mapping shows exactly which details pass across with each request.

Scope card SKU UPM-N0148

AI Helpdesk Agent for Microsoft Teams

Everything this build includes, written down before you pay. Choose a delivery speed and any add-ons, then add it to your cart.

$4,400 one-time build price

1. Choose your delivery speed

Standard 20–30 working days $4,400 Express 15–25 working days $5,150 Rush 10–20 working days $5,950

Delivery times are in working days (Monday to Friday) and start once your intake is complete. They can extend because of national or public holidays, technical issues outside our control (such as platform outages, third-party changes, account approvals or access delays), or natural disasters and other events beyond our control. If a delay happens, we tell you in writing with a new date.

What is included

Channel: 1 channel (website widget, Slack or Microsoft Teams)
Integrations: Microsoft Teams (two-way, agreed field mapping) + up to 1 more system
Knowledge: Up to 100 documents or 200 web pages
Workflows: Up to 5 intents plus human handoff
Languages: 1
Testing: 40 documented test questions with pass/fail results
Revisions: 2 rounds
Handoff: 1 × 60-min handoff session (recorded)
Support: 30 days after launch

A good fit if

Your organization runs on Microsoft Teams, and staff message IT colleagues there directly instead of raising a ticket.

A Teams tenant admin can install the app and approve where it may work.

Your service desk keeps articles, FAQs or policies covering routine requests such as VPN help, shared mailbox access or device requests.

You want requests the bot cannot answer handed to a named team with the conversation attached.

Not the right fit if

Your staff work in Slack. See AI Helpdesk Agent for Slack.

You want a general Teams bot for team questions and simple actions rather than a service desk. See AI Microsoft Teams Bot.

You want meeting notes and action items captured from Teams meetings. See AI Meeting Agent for Microsoft Teams.

Your service requests are managed as Freshservice tickets and assets. See AI Helpdesk Agent for Freshservice.

How it works

Your tenant admin installs the Teams app and approves the channels it may join. Staff can also message the bot directly.
Service desk content, up to 100 documents or 200 web pages, becomes the only material it answers from.
Five intents are set from your top 20 FAQs, so it recognizes how people in your organization word a VPN problem or a mailbox request.
A confident match gets an answer in the same Teams conversation. Anything else gets a plain statement that it cannot answer, followed by a handoff.
Handoffs go to the team your escalation rules name, through your helpdesk or an escalation email, in line with the support hours you set.
Before launch, 40 documented test questions are asked through Teams and marked pass or fail, and the mapping of channels and bot interactions is documented.

What you provide within 72 hours

Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.

A Microsoft Teams tenant admin to install the app.
That admin for a 30-minute setup call.
Help articles, FAQs and policies, plus your top 20 questions with approved answers.
Escalation rules, support hours, and the escalation email or helpdesk access for handoffs.
Logo and brand colors for the bot's profile.
Admin access for the other connected system.
One decision-maker who signs off answers and handoffs.
An API key for your own AI model account (for example OpenAI or Google Gemini), created for this build with a spending limit.

The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.

Timeline

Start Intake checked; tenant details, intents and support hours confirmed.

Weeks 1–2 Knowledge loaded and five intents built.

Week 3 Teams app installed by your tenant admin; handoff route connected.

Weeks 3–4 40 test questions run through Teams with pass or fail results.

Week 4 Two rounds of changes after your review.

Go-live Live for staff in Teams, mapping documented, recorded handoff.

Delivery options, in working days (Monday to Friday) from completed intake. They can extend because of national or public holidays, technical issues outside our control (such as platform outages, third-party changes, account approvals or access delays), or natural disasters and other events beyond our control. If a delay happens, we tell you in writing with a new date.
Option	Delivery time	Price
Standard	20–30 working days	$4,400
Express	15–25 working days	$5,150
Rush	10–20 working days	$5,950

What you receive at handover

The helpdesk agent installed as a Microsoft Teams app, available in bot chats and approved channels
Teams connection with documented field mapping, plus up to one more system for handoff
Up to five intents plus human handoff, built from your approved content
Test report on 40 documented questions with pass or fail results
Admin guide, recorded 60-minute handoff session and 30 days of post-launch support

Expected benefits and how to measure them

Staff can get answers inside Teams in seconds.
Helps give the same approved policy answer to everyone.
Support teams can receive only the requests that need them.

Conversations resolved by the bot: Count bot conversations that ended without routing, from its log, each week after launch.
Helpdesk tickets on common topics: Compare tickets on the five configured intents for four weeks before and after launch.
Routed requests by team: Review weekly which teams receive routed requests, and check they went to the right place.

Before you start: Record a month of internal tickets on your five most common topics, and note how many started in Teams.

These are things to track, not promised results. Outcomes depend on your data, your team and your market.

Running costs

The build is a one-time price. Afterwards, expect roughly $30 to $150 a month for AI model usage and hosting, billed to your own accounts and driven by question volume across the organization.

Microsoft licenses are yours and unchanged by this build. Usage during build and testing is billed to your accounts as well.

Ask about running costs

Custom requirements

If you need the bot in a second channel, more intents, or custom Teams objects outside the agreed mapping, add a note at checkout. A written Change Quote comes back.

Request a custom version

Keep it running

Monthly maintenance covers monitoring, fixes and change hours, enough for new device policies or an extra approved channel. It starts after the post-launch support period, bills monthly and can be cancelled any month. Unused hours do not roll over.

$249/mo (the minimum fee, includes 2 change hours)

Optional. Starts after the post-launch support period. Cancel any month.

How maintenance works

How this compares

	Do it yourself with a SaaS tool	Hire a custom agency	Upmark Labs
Price	A service desk add-on is billed per agent or user monthly	A managed IT provider charges a retainer	Ours is one fixed price, shown on this page before you buy
Where staff ask	A self-service portal in the browser	A call or email to the provider	Ours answers in Teams chats and approved channels
Out-of-scope questions	A generic bot may guess	Depends on who picks up	Ours says so and hands off to the named team
Delivery	Weeks of configuration	Weeks of onboarding	Ours has a fixed delivery time shown before you buy, with faster options

Questions about this product

Who has to approve the Teams app in our tenant?

A Microsoft Teams tenant admin in your organization installs the app and approves where it can work. We agree the channels and bot interactions it will use on a 30-minute call with that admin during intake. Nobody on our side needs more than the access your admin grants, and it can be withdrawn at any time.

Can employees chat with the Teams helpdesk bot one to one?

Yes. Bot interactions are part of the agreed mapping, so a person can message the bot directly instead of asking in a busy channel. The same five intents and approved content apply either way, and handoffs carry the conversation so the receiving team sees exactly what was asked.

What happens to Teams requests outside support hours?

The bot still answers anything covered by your approved content, at any hour. Requests it cannot resolve are passed to the named team through your helpdesk or escalation email, and the reply tells the employee the team picks it up during the support hours you set at intake.

Does the Teams helpdesk edition need a helpdesk tool?

No. Handoffs can go to an escalation email address instead. If you do run a helpdesk, it can be the one additional system in this build, so unresolved requests arrive there with the Teams conversation attached. Connecting a further helpdesk uses the Additional Helpdesk Integration add-on.

What does the Microsoft Teams helpdesk agent cost each month?

Around $30 to $150 a month in AI model usage and hosting, paid in your own accounts. Organizations whose staff ask more questions sit toward the top of that range. Microsoft Teams licenses and plan upgrades remain your own and are outside the build price.

How quickly can the Teams helpdesk agent go live?

Delivery runs on a fixed schedule from a verified intake, and the exact date is shown in the delivery panel before you buy, with express and rush options if you need it sooner. The clock starts once intake is complete and access is verified, so booking the 30-minute call with your tenant admin early protects the date.