Problem using assist in teams when first installed

[John]

I'm testing the Assist app in Teams and I'm seeing something I don't understand.  I have tried pushing the app and also manually installing it in teams.  The icons show up in teams.  When I try to create a ticket from one of their messages, it tells me the bot isn't installed and provides a link explaining how to install the app.  If the user manually submits a ticket in teams, it creates the ticket just fine.  AFTER they create a manual ticket, I can create tickets from their messages.  What am I misunderstanding/doing wrong here?  My goal is to push the app out to everyone at some point, but if I have to go to each person and have them create a ticket before I can use it, it really makes it a hard sell.

[John · Accepted solution]

For anyone finding this question in the future, the answer is that this is how it is supposed to work.  The user must manually create a ticket with Assist the first time before you can interact with them using JSM or Assist in Teams.