Side Threads with Microsoft Teams

The Microsoft Teams integration for Side Threads in BoldDesk enables seamless collaboration between support agents and internal teams without leaving the ticket interface. This integration allows agents to initiate side thread conversations in BoldDesk and send them directly to a Microsoft Teams channel. Replies from Teams automatically sync back to BoldDesk, ensuring all internal discussions remain linked to the ticket for complete visibility.

How It Works

• When a side thread is created in BoldDesk and linked to a Teams channel, the initial message is posted in the selected channel.
• Team members can reply directly in Microsoft Teams without logging into BoldDesk.
• All replies from Teams are synced back to the BoldDesk side thread, maintaining a unified conversation history.

Prerequisites

Before using Microsoft Teams integration for Side Threads, ensure the following steps are completed:

1. Set up the integration to connect BoldDesk with Microsoft Teams.
   (Refer to: Installing and Configuring the Microsoft Teams)
2. Enable Side Threads Setting in BoldDesk
   (Refer to: Configuring Side Thread Settings in BoldDesk)

Create a Side Thread and Send It to Microsoft Teams

You can create a Side Thread in BoldDesk and share it with a Microsoft Teams channel to collaborate with your team directly from the ticket interface.

Steps to Create a Side Thread

1. Open the ticket details page in BoldDesk.
2. Click the Side Threads icon in the sidebar.
3. Click Create Conversation.
4. Enter the required details:
   • Team – Select the Microsoft Teams group configured for integration.
   • Channel – Choose the channel where the conversation should be posted.
   • Subject – Provide a clear and concise title for the conversation.
   • Description – Add a detailed summary of the discussion topic.
5. Click Create to start the conversation.

After Creation

• The Side Thread will appear under the ticket in BoldDesk.
• A message is posted in the selected Microsoft Teams channel, notifying team members about the new conversation.
• Replies from Teams sync automatically back to BoldDesk, ensuring a unified conversation history across both platforms.

Replying to Side Threads in BoldDesk and Microsoft Teams

You can respond to side thread conversations either from BoldDesk or directly within Microsoft Teams, ensuring seamless collaboration across platforms. All replies are automatically synced, maintaining a unified conversation history.

Reply from BoldDesk

Agents can reply to side threads directly within the BoldDesk interface.

1. Open the ticket details page in BoldDesk.
2. Click the Side Threads icon in the sidebar.
3. Select the specific side thread conversation you want to reply to.
4. In the message editor:
   • Type your message clearly, providing relevant details.
   • Use formatting options (bold, italic, lists) for better readability.
5. Click Send to post your reply.

Reply from Microsoft Teams

Team members can reply to side thread conversations directly from the Teams channel without logging into BoldDesk.

1. Open the Microsoft Teams channel where the side thread was posted.
2. Locate the conversation message linked to the BoldDesk ticket.
3. Click Reply in thread and type your message.
4. Press Enter or click Send to post your reply.

File Sharing in Side Threads with Microsoft Teams

Side Threads integrated with Microsoft Teams support two-way file sharing, making collaboration seamless. Agents can upload files when creating or replying to a side thread in BoldDesk, and these files automatically appear in the linked Microsoft Teams channel for team members to access. Likewise, files shared in Teams replies are synced back to BoldDesk and stored in the corresponding side thread conversation, ensuring all attachments remain part of the ticket’s internal discussion history.

@Mentions in Side Threads with Microsoft Teams

Mentions help notify specific users in Microsoft Teams, but functionality differs across platforms. The message editor in BoldDesk supports @mention tagging, allowing agents to quickly notify the right user in Microsoft Teams. Mentions added in Teams notify users within Teams only; BoldDesk does not send separate notifications for these mentions.

Steps to Use @Mentions

1. In the message editor of a side thread, type @ followed by the user’s name.
2. Select the user from the dropdown list that appears.
3. Complete your message and click Send.
   
   

Limitations of Side Threads with Microsoft Teams

While Side Threads with Microsoft Teams provide seamless collaboration, there are certain restrictions and behaviors to keep in mind:

Feature Availability

• Available only for Enterprise plan users.
• A maximum of 10 side threads per ticket and 200 messages per thread can be created.
• Side Threads in Microsoft Teams are available only if an administrator enables the Side Threads setting and configures the Microsoft Teams integration in BoldDesk.
• Each side thread can be linked to one team and one channel at a time. Combining multiple teams and channels within the same thread is not supported.

Functional Limitations

• Replies from Teams cannot change the conversation status (Open/Closed); status updates must be done in BoldDesk.
• Deleted conversations in BoldDesk are not removed from Teams, and vice versa.
• Direct messages are not supported; As a workaround, create a dedicated private channel for one-on-one communication.
• Emoji reactions, typing indicators, and read receipts in Teams are not synced to BoldDesk.
• @Mentions in Teams do not notify BoldDesk users. Mentions work only within Teams.
• File sharing is limited to a maximum of 5 files or a total size of 20 MB per upload.
• If a Teams channel is deleted, archived, or the BoldDesk integration is removed, synchronization stops immediately. Existing side thread conversations remain accessible in BoldDesk, but no further updates or replies will sync between platforms.