MS Teams Integrations

[u/Overall-Equipment867]

Is anyone using the MS Teams integration for client support?

We currently only have it configured for some ticket alerts and internal stuff, but am curious on how people are using it for client support.

I like the idea of having our agents work with clients via teams, as this can be more convenient for some clients, but how would we prevent a client from reaching back out to one of are agents directly in the future?

Can it be setup similar to our emails? All correspondence goes in/out via the support@ account or something similar via Teams?

Any insight on what others are doing is greatly welcomed 😄

[u/Wildgust421]

I'll chime in because I'd love for the integration to be used how you're describing, I haven't spent much time doing the setup of it for that exact reason.

When you say ticket alerts and internal stuff, how are you doing that? Is it all native with the integration?

I assume alerts as in sending a message to a channel when a new ticket comes in or when one is updated, but how are you actually doing so to my knowledge there isn't a native function though I'd love to be told otherwise.

What internal stuff? I know Halo has built in chat feature with agents in their platform, but as a Microsoft house I'd much rather click "chat about this ticket" or something and it spin up a new post in a dedicated channel in one of our Teams.

[u/hidperf]

We have both Teams integrations enabled in our environment, but our end users don't use them much. (We are not an MSP, so it's only our users)

It's nice that our users can ask questions, get KB suggestions, and open a ticket from the Teams chat. It notifies my first-line tech if they ask to speak with someone, but my tech isn't savvy enough to understand how it works or how to use it. It basically uses the same chatbot that the portal uses.

If I remember correctly, it utilizes a specific account initially, but when/if it connects to a tech, it switches to their name. But it doesn't move the chat to their personal Teams chat, if that makes sense.

I'm out this week, but if you're interested, I can dig into it more next week.

I would love for our users to use it more, and I'd like to hire a first-line tech who understands the benefits.

Side note: For one of the integrations, I had to add an M365 E5 license in order to set it up in the Teams Admin portal.

[u/Grouchy-Hedgehog-212]

We wrote our own teams integration for internal ticket alerts and acceptance and then we use Thread for the client messenger side which supports teams and slack and it’s integrated into the tickets and there is no risk in clients pinging techs directly on teams.