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Connect Microsoft Teams to let employees raise tickets where they already work. Once connected, a message in a subscribed channel, a mention of the Primo app, or a chat with it creates a ticket, and the conversation flows both ways between Teams and the ticket.

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Connect Teams

Setup has three steps in Tickets → Settings → Microsoft Teams. Each step shows a checkmark once done.
1

Connect your Microsoft 365 tenant

Click Connect Teams. A Microsoft 365 administrator signs in and grants consent to Primo. This links your tenant to Primo so that Teams messages can reach your tickets.
2

Publish the Primo app and add it to your teams

Click Download the Teams app package, then in Teams:
  1. Open a team’s menu › Manage team › Apps › Get more apps.
  2. Open Manage your apps › Upload an app › Upload an app to your org’s catalog, and select the downloaded .zip file.
  3. Go to the Primo Tickets app and click Add.
Add the app to every team whose channels should create tickets.
3

Choose the channels that create tickets

Select the channels to subscribe, listed as Team › Channel. A team’s channels appear only once the Primo app is added to it.
One Microsoft 365 tenant links to one Primo company. A tenant already linked to another company can’t be connected.

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Create a ticket from Teams

Primo replies in the thread to confirm the ticket with its reference and title. When an AI agent is on the ticket, the reply says Primo is analyzing the request and will answer in the thread. Group chats don’t create tickets.

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Keep the conversation in sync

A ticket created from Teams stays linked to its thread:
  • Teams → ticket — a reply in the linked thread becomes a comment on the ticket.
  • Ticket → Teams — when you send a public reply from the ticket with Also send to Teams selected, Primo posts it in the thread as Your name (via Primo).
Edits and deletions sync both ways.
Internal notes are never sent to Teams. Only public replies reach the thread.

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Who messages come from

  • If a Teams user’s email matches an employee, Primo records the message as that employee.
  • If no employee matches, Primo records the message as an external requester by email.
  • Messages from bots, or from users without an email, keep their Teams display name.

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Disconnect Teams

Go to Tickets → Settings → Microsoft Teams and click Disconnect. Existing tickets stay; no new tickets or replies come from Teams until you reconnect with Reconnect Teams.