Brand it
Set the app name, accent color and logo. One upload covers both icon sizes Teams needs.
Let your clients raise tickets in Microsoft Teams, with your name on the bot
Your clients spend the day in Teams, and most of them would rather send you a message there than open the portal. Rallied gives them a bot with your MSP’s name and logo on it. The bot asks the questions your dispatcher would ask, files the ticket in ConnectWise or HaloPSA, and keeps a chat open for it, so your techs answer from the PSA and nobody has to watch a live chat window.
Part of the $300 a month plan with 2,000 credits. No per-client or per-user fee.
Watch a Teams message turn into a PSA ticket
Two and a half minutes, from the client’s first message to the tech’s reply showing up in Teams.
What changes when clients can message you in Teams
Clients get answers at 9 PM
The bot takes the request whenever it comes in. If it is something you let Rallied fix on its own, like a password reset, the client has the answer before anyone on your team is back online.
Your techs stay in the PSA
Nobody has to watch Teams or learn a new inbox. The conversation arrives as notes on a ticket, on the board you already work from.
The back-and-forth is done before a tech opens it
Today a “my Outlook isn’t working” email lands at 7:40, a tech asks which device, the answer comes back after lunch, and the work starts at 2. The bot asks those questions in the first minute.
New clients don’t mean new fees
There is no per-client or per-user charge for Teams. Adding a client is a tenant ID and an admin consent.
The bot asks what your techs would phone back to ask
Most requests start as “my Outlook doesn’t work.” The bot keeps asking until it knows which system, what is happening and what it is stopping the person from doing. Then it files the ticket with their Teams identity as the contact, so nobody has to guess who sent it. The first reply in every conversation tells the client they are talking to an AI.
- It asks before it files.
- Clients describe the problem however they like. By the time the ticket reaches your board, it already has the details your tech would otherwise chase.
- Clients can check their own tickets.
- They ask the bot “what tickets do I have?” and get their open tickets back, with a link into the chat for each one. That is one less “any update?” email.
- Email and phone tickets can move into Teams.
- A client who raised a ticket by email or phone can ask the bot to open a chat for it. They can only do this for their own tickets.
Northwind IT Support
Teams
Teams
Your techs reply in the PSA, your clients reply in Teams
Each ticket gets its own Teams chat, named after the ticket, between your bot and the person who raised it. Your techs never open Teams. They write a client-facing note in ConnectWise or Halo as they do today, and the client reads it in the chat. Replies come at the pace of the ticket, the same as email, so nobody on your team is on the hook for instant answers.
Client replies land on the ticket
Whatever the requester writes in the chat is added to the ticket as a note from them. If someone else joins the chat, their messages are ignored.
Your replies show up in Teams
Client-facing notes appear in the chat word for word. Internal notes stay in the PSA.
The client sees the status
When the ticket changes status, a card in the chat says so.
The chat closes with the ticket
When you close the ticket, the chat is renamed [Closed] so it stops looking like open work.
#48213 · Outlook desktop asks for password
Teams
Teams
Then Rallied works the ticket
A ticket from Teams goes to the same agent that works the rest of your queue, so it can reset a password after verifying the person, make the Microsoft 365 change, or run the fix through your RMM, with the same approvals you already have in place. The client gets the answer in the chat they started in.
Set it up once, roll it out client by client
You don’t register a bot or enter credentials, because Rallied provides the bot and a wizard walks you through the first client. One thing Rallied can’t speed up: Microsoft can take a few hours to show a newly published app in a client’s Teams.
Pick the board
Choose the ConnectWise board and starting status, or the HaloPSA ticket type, for Teams tickets.
Link the client
Paste the client’s Microsoft 365 tenant ID. If the Microsoft 365 integration is connected, it is filled in from GDAP.
Publish
The client’s admin grants consent and Rallied publishes your app to their Teams catalog. Or send them the app package to upload.
Getting Teams set up is so much easier than what I’ve had to do with Thread. Click a button, copy a link, you’re done.
Every setting, including manual upload and re-consent, is in the Microsoft Teams setup guide.
The problem with live chat is that somebody needs to be around for it all the time. Having that ability for them to log it through Teams instead of using an email is something very good.
Questions about the Teams bot
Which PSAs does the Teams bot work with?
ConnectWise Manage and HaloPSA. You pick the board (or the Halo ticket type) Teams tickets land on, and in ConnectWise you can give them their own starting status.
Will my clients see Rallied's name?
No. The app carries your MSP's name, logo and accent color in every client tenant. You upload one logo and Rallied produces both icon sizes Teams needs.
Can we roll it out to a few clients first?
Yes. The bot only answers people in tenants you have linked to a client, so you turn it on one client at a time. Messages from unlinked tenants are dropped.
What does the client's admin have to do?
Grant admin consent and sign in once, which lets Rallied publish your app to their Teams catalog. If they would rather upload it themselves, you download the app package and send it to them.
Can clients see our internal notes?
No. Only client-facing notes go to the Teams chat, word for word. Internal notes stay on the ticket.
What happens when Rallied can't fix the request?
The ticket stays on your board with the whole conversation attached, and your tech picks it up from there. The client keeps talking to you in the same Teams chat.
Does the Teams bot replace our PSA?
No. Every ticket is created in ConnectWise Manage or HaloPSA, and every client message is saved on the ticket as a note, so the PSA stays the record.
How is the Teams bot priced?
Teams is part of the $300 monthly plan with 2,000 credits, and there is no per-client or per-user fee for it. A ticket the agent couldn't finish is never charged.
Try it on one client first
Link one tenant, publish the app and let a handful of people use it before anyone else sees it. Ryan Huneidi started with one or two users he knew would open a ticket quickly. On a demo call you’ll watch the bot file a ticket in ConnectWise or Halo, and you can ask how it would fit your boards.