Two-Way Synchronization in Microsoft Teams
Microsoft Teams has a feature that supports two-way synchronization. This function allows you to immediately add replies and notes, and update ticket properties directly from Microsoft Teams.
When an action is taken on a ticket, a notification is sent to a designated channel or personal chat. This notification will also provide options to update the ticket.
There are three options available to perform actions on the ticket:
- Create Ticket
- Reply
- Add Note
- Property Update
Create Ticket
This feature enables you to create a new ticket directly within Microsoft Teams. To create a new ticket, please adhere to the following steps:
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Enter the Create Ticket command and click the “Create Ticket” button.
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Alternatively, you have the option to choose Create a new ticket from the context menu.
At present, only agents can create support tickets through the Microsoft Teams channel. This is because the BoldDesk bot is authenticated using agent portal credentials. Therefore, end users/contacts are not able to create tickets via Teams channel.
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Enter the required details on the form and click Submit.
Reply
The reply option allows you to add a new reply to the ticket from Microsoft Teams.
Add Note
The add note option enables you to add a new note to the ticket. It also gives you a choice to make the note either private or public.
Property Update
The property update option enables you to update the properties of the ticket, such as status and priority.
