Teams support with Braintrust Support

Last updated: March 18, 2026

Teams channels shared with Braintrust are monitored by our support integrations to automatically search our documentation and knowledge base, help route questions, and track conversations you have with the Braintrust team.

How to use

Post in the channel normally, if a question appears to be technical in nature the bot will turn it into a Ticket and return a ticket number in-thread.

  • If a conversation isn't issued a ticket number, please tag a known contact at Braintrust on the issue, the integration is currently not working as intended and we'll take a look.

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Next, the bot will search for suggested answers or ask a quick follow-up question if the topic is well documented. Including context and details on your asks helps us match known answers immediately, and allows our team to help with complex issues more quickly.

  • A clear description of what you are trying to do

  • Any relevant error text (copy/paste) or screenshots

  • Links, request IDs, or timestamps if applicable

For new or similar questions, open a separate request while referencing the last ticket number or linking to the message for context.

Escalating to humans or for urgent issues

The bot will escalate to humans

  • If no documented advice is available your thread will be escalated to the right Braintrust contact right away.

  • The bot will escalate if it is ever uncertain or thinks a topic requires help from a team member with a different level of access.

  • If you don’t reply back to a suggestion from the bot, the thread will auto escalate for human review.

After the initial bot triage, we review each initial and ongoing reply to assess severity level. If an issue is becoming more severe please share that context as a reply within the thread and we will prioritize next steps according to your MSA with Braintrust.

Tracking support requests

All tickets (including ones opened through Teams) are trackable in our support portal located at support.braintrust.dev. Talk with your account manager about getting onboarded onto accessing the portal if your organization isn't yet using it.

More info here: Managing your organization's support requests