Collaboration on Tickets - MS Teams

Freshservice and MS Teams integration has been elevated further to enable real-time ticket collaboration. The collaboration feature brings complete context to MS Teams from within Freshservice, aiding faster resolution of tickets by aligning cross-functional teams and importing conversations from Teams into Freshservice for complete visibility. 

As a prerequisite to using the collaborate widget, you must have the following: 

1. Install the servicebot on MS Teams in addition to the integration of MS Teams with Freshservice (or) If the servicebot is already installed, the admin has to upgrade the bot to use collaboration. Navigate to Admin -> Collaborate -> MS Teams and click on the Install/Upgrade button. 
   
   

2. Agents initiating a new conversation through the collaborate widget for the first time will be prompted to do a one-time authorization for the bot to create a new MS Teams channel or use an existing one. 

Ability to initiate conversations from Freshservice 

1. Navigate to the ‘Collaborate’ widget and click on ‘Start New’ under Teams. 
   
   

2. You’ll see two options: select an existing MS Teams channel or create a new one on MS Teams to start the conversation. 

   1. If you want to select an existing channel, choose the team you want to include and the existing channel's name. 

   2. If you want to create a new channel, choose the team you want to include, name the channel, and add a description
      
      

As an admin, you can also restrict agents from creating new channels. Navigate to Admin > Collaborate and toggle off. 

3. Click ‘Start’. 
   
   

4. You’ll land on MS Teams with a snapshot of the ticket and the ability to converse with members added to the channel. 
   
   

5. The link to the MS teams conversation thread would be appended to the collaborate widget so that any agent with access to the channel can navigate the conversation from Freshservice. You can also choose to delink the channel from the ticket details page by clicking on the ‘Expand’ icon next to the channel link. 
   
   

Ability to import conversations from MS Teams: 

Note: The ability to import is only available for the Pro and Enterprise customers. 

1. Click on the ‘Import’ icon next to the channel link.

2. There will be two options either to import a summary of the conversation or the entire conversation. If you are on the Freddy Copilot trial or purchased the Freddy Copilot add-on, you will be able to import a summarized version of the conversation. 

1. With Freddy Copilot: 

On choosing ‘conversation summary’, click on the Freddy icon to auto-generate a summary of the conversation. 

You can additionally send a copy of the summary back into the MS Teams channel. 

2. Without Freddy Copilot: 
   
   On choosing ‘Entire Conversation’, you can add an optional note and click on ‘Add Note’ to import the conversation into Freshservice. 
   
   
   
   

3. In either of the cases, you can choose to notify specific users and add the note as a ‘public’ or a ‘private’ note by choosing the same in the bottom left dropdown. 

If you'd like to set up MS Teams Meeting for ticket collaboration, refer to this article.