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DocumentationSupport handoff

Teams Support Handoff

Use this page when a private organization admin or member needs help.

What Support Needs

Include:

  • organization name
  • user’s work email if shared through an approved channel
  • page or workflow
  • booking, location, resource, team, or user name
  • date and time of the issue
  • what the user expected
  • what happened
  • whether SSO, Slack, or Microsoft Teams was involved

What Not To Send

Do not send:

  • passwords
  • SSO tokens
  • private member exports
  • full screenshots of member lists unless required and approved
  • private security configuration details
  • external provider secrets

Access Issue Template

Hi, [user] cannot access [organization].
User email: [email if safe to share in this channel]
Expected access: [member/admin/page]
What they see: [short sentence]
SSO involved: [yes/no/unknown]

Booking Issue Template

Hi, I need help with a private booking.
Organization: [organization]
Booking: [reference/name if shown]
Person/team: [name]
Location/resource: [name]
Date/time: [date and time]
Issue: [short sentence]

Location Or Resource Issue Template

Hi, I need help with a private location/resource.
Organization: [organization]
Location: [name]
Resource: [name if relevant]
Problem: [missing/wrong availability/wrong floor plan/other]
Expected result: [short sentence]

Integration Issue Template

Hi, I need help with [Slack/Microsoft Teams/SSO].
Organization: [organization]
External workspace/tenant: [name if safe]
Step that failed: [install/sign-in/return to app/organization selection]
What happened: [short sentence]

Support Triage Notes

Start with ownership:

  • Private organization issue: Teams
  • Marketplace operator issue: Spaces
  • Customer booking issue: Customer

Then check access:

  1. correct app
  2. correct organization
  3. correct account
  4. correct role
  5. correct integration/SSO context
TroubleshootingScreenshot plan