Summary

When a technician opens the Teams Service App, show them a technician view where they can work tickets, similar to Thread Pods, instead of the end-user Messenger view.

Problem

Right now everyone who opens the Service App sees the same end-user view ("No threads created yet", Help Center, Feedback), technicians included. That means techs who are already in Teams have nothing to work with in the app and have to switch to Inbox or the PSA.

Proposed solution

If the person signed in is a technician, the Service App opens a technician view with:

Their assigned tickets and views, with filters

A ticket panel with the conversation, internal notes and ticket details

Quick actions: reply, add a note, change status, priority or board, assign, and log time

Super Magic in the same panel

End users keep the current Messenger view.

Value

Techs can work tickets in the same Teams app their clients use, without switching tools

Faster replies and updates, since techs are already in Teams

A consistent experience with Thread Pods