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The Regentra Bot is a Microsoft Teams app that lets your clients create and manage support tickets from their Teams chat. When a client messages the bot, it walks them through opening a ticket; technician replies in the PSA flow back to the client’s Teams thread in real time.

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How tickets bridge to your MSP

The bot routes inbound messages to the correct MSP using the Microsoft Entra tenant ID of the user who messaged it. Concretely:
  1. Each Teams activity carries the user’s M365 tenant GUID.
  2. Regentra looks up the registered organization for that tenant ID.
  3. If the matched organization is an MSP-managed client, the ticket routes to that MSP, attributed to the client.
  4. If the matched organization is standalone or itself an MSP, the ticket routes to that organization.
  5. If no organization matches, the bot replies “Sorry, I couldn’t identify your organization. Please contact your IT administrator to set up the Regentra integration.” No ticket is created.
Adding a client only as a Portal Company or Portal Contact is not sufficient. Routing requires the client to be provisioned as a managed organization with their Entra tenant ID captured. Portal Company / Portal Contact records enrich ticket attribution but don’t bridge the bot.

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Prerequisites — what to do before the client installs

Do both of these for each client tenant:
1

Provision the client as a managed organization

From your MSP dashboard, add the client through the standard managed-client flow. This creates a client organization linked to your MSP. Without this, the bot has nowhere to route their tickets.
2

Capture the client's Entra tenant ID

The client’s admin completes the Entra consent flow — typically by clicking the consent link Regentra sends them, or via a manual sync if they’re already connected for compliance evidence collection. After consent, the client’s Entra tenant ID is recorded against their organization.
You can verify both prerequisites are met by looking at the client in your CRM and confirming the Entra integration card shows Connected with their tenant ID.

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Install the bot in the client’s tenant

The procedure differs slightly between App Centric Management (ACM) tenants — Microsoft’s newer model, becoming the default — and legacy tenants. Steps 1, 2, and 4 apply to both; Step 3 has two paths.
1

Confirm Regentra is Allowed

In the client’s Teams Admin Center → Teams apps → Manage apps, search for Regentra and confirm the status is Allowed. New tenants Allow Store apps by default; tenants with locked-down app permission policies must flip this on before users can install.
2

Install the bot in Teams

From the modern Teams desktop app or web client:
  • Click the ”…” (More added apps) menu in the left rail (or the Apps icon if the tenant has pinned it).
  • Choose More apps.
  • Search for Regentra.
  • Click Add.
The bot now appears in the user’s chat list. They can open a conversation and start creating tickets immediately.
3

Optional — deploy org-wide

To make the bot available to all users in the tenant without each user installing manually, the path depends on whether the tenant is on App Centric Management:App Centric Management tenants (default for newer M365 tenants):
  • Teams Admin Center → Teams apps → Manage apps.
  • Select Regentra → Install app → choose Users and groups scope.
  • Optionally pin under Teams apps → Setup policies → Global (Org-wide default) → Pinned apps.
Legacy tenants (pre-ACM):
  • Teams Admin Center → Teams apps → Setup policies → Global (Org-wide default).
  • Under Installed apps, click Add apps → search Regentra → Add.
  • Optionally pin under Pinned apps.
Microsoft documents that policy and install changes propagate within a few hours.
4

Sideload fallback (Store blocked)

If the client’s tenant blocks the Microsoft Teams Store entirely, the admin can upload the bot manifest directly:
  • Teams Admin Center → Teams apps → Manage apps → Upload new app → pick the manifest zip.
Contact Regentra support for the latest manifest zip.

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What the client sees

Once the bot is installed and their tenant is bridged, here’s the experience:
1

Welcome card

On first open (or any message when there’s no active conversation), the bot greets the user with a card — “Hi {name}! 👋 I’m the Regentra support bot.” — under What would you like to do?, with three buttons: 🎫 Create New Ticket, 📋 View My Tickets, and ❓ Help.
2

Ticket creation

Tapping Create New Ticket walks the user through a 3-step card flow:
  • Step 1 of 3 — Title — a short summary of the issue
  • Step 2 of 3 — Description — details
  • Step 3 of 3 — Priority — one tap on 🔴 Critical, 🟠 High, 🟡 Medium, or 🟢 Low (stored as 4/3/2/1 respectively)
On confirmation, the bot replies with the ticket number and the conversation becomes a live thread.
3

Ongoing conversation

Subsequent messages in the thread are added to the ticket as replies. Pasted images and screenshots are uploaded as ticket attachments. Technician replies in the PSA appear in the user’s Teams chat in real time. Type end, cancel, quit, exit, or stop to close the conversation.

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What your technicians see

Bot-created tickets land in the PSA queue tagged with Source: Chat Bot so they’re distinguishable from email-created and portal-created tickets. New replies arrive in real time on the ticket detail page; technician replies are sent back to Teams automatically.

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Troubleshooting

The bot couldn’t find a matching organization for that user’s tenant ID.
  • Confirm the client is a managed client of your MSP.
  • Confirm the client’s Entra tenant ID is populated — check the Entra integration card on the client profile.
  • If the client recently completed Entra consent, allow a few minutes for the tenant ID to propagate.
The tenant has Regentra blocked at the Manage apps level (Step 1 above). The client’s Teams admin needs to flip it to Allowed.
Modern Teams clients use the ”…” overflow menu in the left rail. Some tenants have pinned the Apps icon directly via Setup policies — either path works.
Microsoft policy propagation takes up to a few hours. Also confirm the tenant is on a legacy model — App Centric Management tenants install apps via Manage apps → Install app, not Setup policies (which only handle pinning in ACM).
The client’s Entra tenant ID may be registered against the wrong managed Organization. Contact support@regentra.io with the client’s tenant ID and the MSP it should route to — the platform team can correct the mapping.

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FAQ

No. The bot is fully managed by Regentra and routes by the tenant ID captured when you onboard a client organization. No webhook setup, no API key, no per-MSP configuration needed.
Each client conversation is isolated by tenant ID. The bot routes every message to the correct MSP queue based on the sender’s tenant.
Yes — repeat the Install procedure for each client. The same Microsoft Teams Store app works across all tenants.
The bot will reply “I couldn’t identify your organization.” until you’ve provisioned the client as a managed organization with their Entra tenant ID captured. Adding only a portal company / portal contact isn’t enough to route bot conversations.
Microsoft Teams is the supported channel today. Slack support is on the roadmap; contact support@regentra.io if you’d like early access.