Improve Microsoft Teams sync for Help Desk tickets by supporting ticket description and image attach

HubSpot Ideas
1

We have started using the Microsoft Teams sync for Help Desk tickets, and it is already useful for collaboration. However, there are two important limitations that make the Teams experience much less helpful than it could be.

1) The Teams ticket card does not show the ticket description

The default ticket card in Microsoft Teams shows a few ticket properties such as contact, company, priority, owner, pipeline, and status, but not the ticket description.

In practice, the description is often the most important part of the ticket because it explains the problem. Without it, teammates have to click into HubSpot just to understand the issue before they can help.

Requested improvement:
Please allow admins to choose which ticket properties are shown on the Teams card, or at minimum include the ticket description or the AI generated ticket summary as a standard field.

2) Images in synced ticket comments do not come through properly

Another issue is that when images are added in the ticket thread, they do not sync properly. Instead of showing the image, Teams only shows an empty message and in HubSpot a broken image placeholder is shown.

This is a big limitation for support teams because screenshots and photos are often essential when troubleshooting customer issues.

Requested improvement:
Please support proper syncing of image attachments and inline images between Help Desk tickets and Microsoft Teams threads.

Why this matters

These two improvements would make the integration much more useful for support collaboration:

  • teammates could understand the issue directly in Teams
  • screenshots could be reviewed without opening HubSpot first
  • internal collaboration would be faster
  • Teams would work better for users who help on tickets but are not working inside HubSpot all day

Suggested solution

Ideally, HubSpot could add:

  1. Customizable Teams ticket cards for Help Desk ticket sync
  2. Support for ticket description on the default card
  3. Reliable image and file rendering in synced ticket comments and notes
  4. Optional support for choosing a compact or expanded card layout