Keep Teams notifications reliable with a 10-minute check path before involving IT. Run the quick checks or Escalate to Support IT. Exit metric: ≥90% of toast/badge issues clear inside 10 minutes before escalation.

Works here: prod · Microsoft Teams desktop/web · Regions: MY
Owner: Support IT liaison (/KL-Office-O365/Issues)

Quick path (3–7 checks)

1. Teams settings: Profile → Settings → Notifications. Ensure Global = All, affected channel is Followed.
2. Do Not Disturb / Focus: Windows Focus Assist OFF; macOS Do Not Disturb OFF during work hours.
3. OS notifications: System → Notifications → Teams = Allowed (banner + badge).
4. Membership: Confirm you’re still a member of the team and the channel is Follow not Mute.
5. Web vs desktop: Try web at https://teams.microsoft.com. If web works but desktop doesn’t, sign out and back in.
6. Cache reset: Sign out, fully quit Teams, reboot.

Done when a step restores toasts or badges.

When to escalate

Escalate if:

• Fails on multiple devices or both web and desktop.
• Settings look correct but no toast after 30 minutes on a known active channel.
• You see license prompts or permission errors.

Escalation package (paste in ticket)

Steps tried: 1–6 above
Channel link: <paste link>
Last expected message time: <UTC+08>
Devices tested: <Windows/macOS/iOS/Web>
Teams version: <Help → About>
Region/office: <MY-KL or DK-Cph>
Screenshots: teams-notifications-1, teams-notifications-2

Why we do it this way

Upstream policy and device settings dominate behavior; we keep only a 10-minute path then hand off to IT as source of truth.

Handoff → /support-it/contacting-it

Related references

• Fast support index — Share other flows if Teams wasn’t the real blocker.
• Quick-Run check — Run after editing or linking new Teams guidance.