Overview

Connect Microsoft Teams to Ravenna to create tickets from messages, run AI agents in channels and chats, mirror tickets to a triage channel, and trigger actions from reactions.

The Microsoft Teams integration is currently in early access and behind a feature flag. Contact your Ravenna representative to enable it for your organization.

Connect Microsoft Teams to turn your tenant into a service desk with AI‑powered ticketing, triage channels, and ticket mirrors that stay in sync with Ravenna.

Create and manage tickets directly from Teams channels and chats, get AI assistance, and track ticket updates in real time without leaving Teams.

What you can do

Ticket creation

Create tickets from Teams channel messages and 1:1 chats with the Ravenna bot

AI assistance

Run Ravenna AI Agents in channels and DMs to answer questions and create tickets conversationally

Triage channels

Mirror new tickets to a dedicated team channel so your team can monitor and act in one place

Status management

Use reactions and Adaptive Card buttons to assign, resolve, and close tickets without leaving Teams

My Tickets tab

Open your assigned and requested tickets inside Teams in an embedded Ravenna tab with single sign‑on

Beta limitations

The Microsoft Teams integration is currently in early access. The following capabilities and behaviors are limited during the beta and will improve in future releases:

Area	Limitation
Entry points	No slash commands (such as /rav …), message shortcuts, or global shortcuts.
Entry points	1:1 DMs to the Ravenna bot are not yet processed. Inbound DMs without an existing mapping are ignored, so use a connected channel to create tickets and chat with the AI Assistant for now.
Entry points	No link unfurling for Ravenna ticket URLs pasted into Teams.
Reactions	Emoji actions ship as a fixed default set (✅ ❌ 📖 👀 👎) and are not per-channel configurable yet. See Emoji actions.
Reactions	The 🎫 “create ticket” reaction is available for organizations in the early access program. The 🏷️ tag reactions, ❗ priority reaction, and :lock: private-note reaction are not yet available.
Reactions	Outbound emoji reflection (Ravenna mirroring ticket status back as a reaction on the source message) is not yet available.
Reactions	Removing a reaction is a no-op. Actions only fire when a reaction is added.
Authoring & delivery	Web-app replies are posted by the Ravenna bot as an authored Adaptive Card (avatar + name header) rather than as the user, because the Microsoft Bot Framework cannot post on behalf of an arbitrary user.
Authoring & delivery	Outbound events may not deliver for conversations that were not seeded by an inbound Bot Framework message (for example, a ticket created elsewhere and only later linked to a Teams channel).
Configuration	There is no per-channel Teams settings UI yet. Emoji actions, AI toggles, and ticketing behavior use sensible defaults.
Configuration	Teams is not yet a notification channel for user notification preferences.
Configuration	One Microsoft 365 tenant per Ravenna organization. Multi-tenant support is not yet available.
Configuration	Groups do not sync from Microsoft Entra. Users sync just-in-time the first time they interact with the bot.