Technician facing chat support in Teams
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Bridget Driscoll
We would like to be notified, either through the companion app or another way through teams, when a customer communicating with chat responds. Our technicians have no way to track the conversation update other than checking the ticket status. For technicians using the Pods in Manage instead of inbox, there is not much quicker conversation. If possible, creating a technician facing App in Teams (like the companion app) that has a similar GUI to the client facing Teams application for technicians to interact and update the client through and get notification updates through.
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Jesse Spencer
It feels like this could be resolved if we could create a View that was filterable by Board and Status and Customer updated == True. We use Thread for way more than just chat-initiated requests. The issue of tracking client-replies is bigger than just chat replies. We may be waiting for a client to follow up or we may think an issue resolved and don't know a client has replied without explicitly watching for replies (I do this in BrightGauge now).
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Virginia DeYoreo
I second this. I've thoroughly read the Teams companion app documentation and while it feels like our techs should receive a chat on Teams, it doesn't work that way. I don't want to create flows and Teams for this to work.
I feel like some of this documentation is outdated after some updates Thread has made making this all very confusing. My techs are not happy with the chat feature thus far.
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Mark Alayev
Hi Bridget! You can reply to end customers by using the companion app today - you can go to Admin >> Flow >> and create a flow that would send a ticket card into a teams channel, and then you can respond internally & externally on the thread in teams to the end customer!
Please follow the instructions here: https://docs.getthread.com/article/ynz0rlxyls-teams-companion-app#adding_the_app_to_a_team
An interesting angle would be to add a way from the one on one chat in the companion app to respond to a chat.
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Bridget Driscoll
Mark Alayev If a technician is working a ticket, they don't need to be notified to everyone in a channel, we would have to make specific channels for updates for each technician. This request is for technicians to be notified when the ticket they are a resource on in chat is updated.
If technicians had a similar GUI to the end user application in Teams, they would easily be able to keep track of their chat tickets.
Our Helpdesk is trying to love the chat feature, but they can't wait in a ticket for the client using chat to respond if it takes more than a few minutes, especially if they get a call. The agent leaves the ticket to work another issue and aren't notified the chat conversation updated unless they look at the board for their tickets which leads to slower response and resolution time.