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Each ticket chat has two members, the bot and the requester, and client-facing notes pass between the chat and the ticket.

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Prerequisites

  • A connected PSA that supports ticket intake. Teams intake files tickets in ConnectWise Manage or HaloPSA, whichever your MSP has connected.
  • The Microsoft 365 Tenant ID of each client you want to enable.
  • For the auto-setup path, a tenant admin who can grant admin consent and complete a sign-in that publishes the app.

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How to connect

You must connect the integration before you can set up branding, tenants, ticket intake or ticket chats. All Teams configuration lives on the integration’s Configuration tab, under Settings → Integrations → Microsoft Teams.
1

Connect the integration

In Settings → Integrations, find the Microsoft Teams card and click Connect. You don’t enter credentials, because Rallied provides the bot identity. A setup wizard opens and stays mandatory until your first client is fully set up.
2

Set your branding (optional)

Set the app display name (it defaults to your MSP name), an accent color and your logo. One logo upload produces both icon sizes Teams requires: 192×192 color and 32×32 outline. To change these later, edit them on the App & branding sub-tab and click Save branding.
3

Choose ticket routing

Pick the PSA, board and optional new-ticket status for the tickets the agent creates from Teams. See Ticket intake routing for each field.
4

Link your first client

Choose a client, click Link tenant and paste its Microsoft 365 Tenant ID. If the Microsoft 365 integration is connected, Rallied pre-fills tenant IDs from its GDAP sync and you confirm each link. The row shows Linked — awaiting install. Linking ties messages from that tenant to the right client. Rallied drops messages from unlinked tenants.
5

Publish and grant admin consent

Grant admin consent and publish the app to the client’s tenant catalog. See Tenant setup for both paths.
After the wizard, a guided tour highlights the next client’s row on the Configuration tab so you remember to link and consent each additional client. The tour runs once. To return to unfinished setup, click Continue setup in the banner on the integration’s detail page.

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Tenant setup: auto-setup and manual

After you link a tenant, choose how the app gets into that tenant. Each client row on the Clients sub-tab supports two paths. Click Admin consent on the row, and the client’s tenant admin approves the app. After Rallied verifies consent, the admin signs in a second time. Microsoft requires that sign-in before Rallied can publish the white-labeled app package to the tenant’s catalog. Users can then install the app. If consent succeeds but publishing fails, the row shows Publish failed with the error. Click Republish to retry, for example after a network error or a branding change. If the app is already published and you bumped the package version, click Publish update to push the new version. To have the client’s admin do it, copy the consent link or the publish link from the row’s More actions menu and forward it. If the app gains new permissions later, such as chat rename, already-consented tenants need Re-consent to grant the new scopes. Re-consent is also in More actions.

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Manual upload

Click Download app package to generate one white-labeled Teams app package (a .zip) that carries your brand to every client tenant. Send it to the client’s Teams admin, who uploads it to the tenant’s app catalog and rolls it out to users. When the app is installed, the row changes to Installed.
If you change branding later, auto-setup tenants get the update on the next Republish or Publish update. Manual-upload tenants need their admin to upload a new package with a higher version number.
The row’s Setup column shows which path is in use:

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Ticket intake routing

The Intake routing sub-tab on the Configuration tab controls where tickets filed from Teams land in your PSA. Click Save to apply. Saving requires the integrations:write capability. Read-only users see the saved values but can’t change them.

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How employees use it

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Filing a ticket

Employees open a 1:1 chat with your branded bot and describe their problem. The bot asks follow-up questions until it knows the affected system, the symptom and the impact. Then it files a ticket in your PSA. Rallied attaches the requester’s verified Teams identity as the ticket contact.
The first reply in every conversation includes an AI disclosure.
Employees can also ask “what tickets do I have?” in the 1:1 chat to list their own open tickets. Tickets opened through Teams show a Go to chat button when a dedicated group chat exists.

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Opening a ticket chat for an existing ticket

If an employee has an open ticket filed by email or phone, they can ask the bot to open a Teams chat for it. The bot creates the chat and sends a Go to chat link. This works only for tickets that belong to that employee.

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The per-ticket chat

When a ticket is created or opened as a chat, Rallied creates a named group chat through Microsoft Graph. The chat is named #{ticket number} — {summary} and has exactly two members, the bot and the requester. The chat is a live, two-way bridge to the ticket:
  • When the requester writes in the chat, Rallied posts the message to the ticket as a client-facing note attributed to the requester. Rallied relays only the original requester’s messages. Anyone added later gets a notice, and Rallied drops their messages.
  • When a technician or the agent posts a client-facing note on the ticket, the note text appears in the chat verbatim. Rallied never relays internal notes.
  • When the ticket moves to a new status that isn’t closed, a status update card appears in the chat.
  • When the ticket closes, Rallied renames the chat to [Closed] #{ticket number} — {summary} and the bot posts a closing card.

Microsoft 365

Connect tenants and pre-fill Teams tenant IDs from GDAP.

ConnectWise Manage

Intake PSA for Teams tickets.

HaloPSA

Intake PSA for Teams tickets.

Integrations

Connect, update and disconnect any integration.