> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> Troubleshoot common Ravenna Microsoft Teams integration issues including bot installation, channel access, ticket sync, and disconnecting your tenant.

Get help with common Microsoft Teams integration issues and learn how to disconnect your tenant.

## Disconnect Microsoft Teams

<Warning>
  Disconnecting a Microsoft Teams tenant requires assistance from our support team to prevent orphaned conversations and broken ticket mirrors.
</Warning>

To disconnect your Microsoft Teams tenant from Ravenna, contact our support team at [support@ravenna.ai](mailto:support@ravenna.ai). Include your organization name and Azure AD tenant ID in your request.

## Troubleshooting

<AccordionGroup>
  <Accordion title="Bot doesn't reply when @-mentioned">
    **Causes**:

    * Ravenna isn't installed in the team that owns the channel.
    * The team's resource-specific consent (RSC) wasn't granted at install time.

    **Solutions**:

    * Re-install the Ravenna app at the team scope (not just the channel).
    * Ask a team owner to perform the install. RSC requires owner consent.
  </Accordion>

  <Accordion title="Bot only sees @-mentions, not every message">
    **Cause**: The `ChannelMessage.Read.Group` RSC permission is missing for the team.

    **Solution**: Re-install the Ravenna app to the team. RSC is granted at install time and cannot be added retroactively without re-install.
  </Accordion>

  <Accordion title="OAuth fails with a consent error">
    **Cause**: The signing-in user can't grant tenant-wide admin consent.

    **Solution**: Ask a Microsoft 365 global administrator (or someone with the Cloud Application Administrator role) to complete the connect flow, or have an admin pre-consent in Entra Enterprise applications.
  </Accordion>

  <Accordion title="Tickets aren't appearing in a connected request channel">
    **Causes**:

    * The channel isn't actually connected (no `ChatChannel` mapping). Confirm by @-mentioning the bot. If the connect-flow card appears, the channel isn't mapped.
    * The connected Ravenna Channel has no agent assigned and no auto-routing rules.

    **Solutions**:

    * Run the connect flow again from an @-mention.
    * Check Channel settings in Ravenna to confirm queue, agent, and routing configuration.
  </Accordion>

  <Accordion title="Outbound updates aren't reaching Teams">
    **Causes**:

    * The bot token couldn't be acquired. Check the integration's logs for `MISSING_BOT_CREDENTIALS`.
    * The conversation's `serviceUrl` is missing. Ravenna defers to the Graph path in this case, which is not yet enabled.

    **Solutions**:

    * Reconnect the integration so the conversation reference is rebuilt next time the user posts.
    * Contact support if the issue persists.
  </Accordion>

  <Accordion title="A user is missing from Ravenna after using Teams">
    **Cause**: Ravenna provisions users on first interaction. A user who has only read messages in a channel won't be provisioned.

    **Solution**: Have the user @-mention the bot or post in a connected channel. Ravenna will provision them from Microsoft Graph at that point.
  </Accordion>

  <Accordion title="Deep links to Teams aren't appearing on tickets">
    **Cause**: The ticket originated from a 1:1 chat or group chat. Teams doesn't expose a reliable public deep-link format for these, so Ravenna omits the link rather than producing a broken one. Channel-message tickets always get a deep link.
  </Accordion>
</AccordionGroup>

## Still stuck?

Contact [support@ravenna.ai](mailto:support@ravenna.ai) with your organization name, tenant ID, and the time window of the issue so we can correlate the trace.