IT help in Microsoft Teams and Slack

Before you start

IT help works through Accred Connect, so the Connect agent must be on the computers. Link the client in Connect (Clients) so requests can find its computers, and in Consult so they can file tickets.

Add a connection

1. In Hub, an Owner or Admin opens Settings › IT help and chooses Add connection.
2. Choose who the connection is for: your own team, or one client.
3. Choose where people ask for help: Microsoft Teams or Slack.

Microsoft Teams

1. Download the app. In Teams, open Apps, Manage your apps, Upload an app, and Upload an app to your org’s app catalog.
2. Add the app to the channel people should ask in.
3. In Hub, choose Get a link code. Post “@Accred IT help link CODE” in the channel, with your code in place of CODE. The code works once.
4. Hub finishes on its own as soon as the code is posted.

Slack

1. Choose Add to Slack. Slack asks someone in that workspace to allow Accred IT help, then brings you back to Hub.
2. Pick the channel people ask in, then choose Connect channel.

Connection settings

• Who can ask: members of your organization, or anyone in the Microsoft 365 tenant or Slack workspace.
• Apply fixes: each fix still needs the person’s permission on screen, and Connect’s technician approval for risky changes.
• Record in Consult: opens a Consult ticket for each request, adds each step as an internal note, and logs the time. Nothing is sent to the client.
• Requests per day: a daily limit for the connection.

With no AI credits and no own key, IT help skips the AI and runs only its free checks. It adds them as a note on the Consult ticket, replies that the IT team has the request, and hands it to a technician. To turn the AI on, an Owner or Admin adds AI credits or your own key in Hub, in Settings › Assistant.

You can pause or resume a connection, and run a test. A client’s connection sees only that client’s computers. Every request is listed in Connect, under AI support › IT help.

Questions