The Microsoft Teams apps for Freshservice send notifications to agents on Teams regarding newly assigned tickets and also regarding updates being made to them. Agents can also now interact with the bot to fetch information regarding tickets and changes to help collaborate in the context of the ticket/change.
Use case 1: IT Agents can now get notified in MS Teams regarding newly assigned incidents. The agents will also be notified about conversations being added to the ticket and also regarding any updates made to the status and priority. Agents can also perform certain quick actions like adding notes/reply on the tickets within the Teams interface.(Mocks below to showcase the interaction)
Use case 2: Agents can now interact with the bot (either one to one or can be used inside a team) to fetch contextual information about tickets and changes, collaborate and perform certain quick actions without leaving the Team’s interface. (Mocks below to showcase the interaction)
Do we know yet if this is going to have the same functionality as the existing Skype integration? I.e. message end users from a ticket screen.
Has anyone heard about when this is supposed to happen?
Any updates would be greatly appreciated!
@Aaron, the current version of the app will not have the same functionality as the existing Skype for Business integration.
@Peter and everybody, we are coordinating with the Microsoft validation team to complete the publishing process. Will update the forum here once we get a final date for the same.
Any hope of giving end users the ability to raise a ticket via a bot in Teams?