Feature Requests

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.

This will help in situations where the customer is replying to an old chat or another ticket with a different subject and wrong ticket causing it to re-open.

Sometimes clients will just react to the message with a thumbs up, instead of replying to it. This is not something that we can see in Inbox. It would be nice if a message was included such as "X reacted with :emoji:"

A new thread is created when a user responds to chat app (instead of updating open ticket)

A client of ours has asked if this can be possible in future. It got added to our side in Inbox a while ago, so it would be good to have that for the client as well.

I'd like to see a status tracker inside the Teams Bot chat

We would be interested in helping develop a Rewst deployment for the teams app that uses the Microsoft Partner center and GDAP to bulk enroll our clients.

Teams now has Sections. On the client side it would be great to be able to auto add new Threads to a Thread section in Teams. Users with a lot of tickets are saying their teams are crowded and hard to use for other purposes.

If a client uses the Support app in Teams to submit an update to the ticket they get the option to view and existing request or create a new one. If they open an existing thread it does not pass the previous message (the one created on the Support App in Teams) to the group chat. Clients do not notice the message wasn't sent and are confused when we don't respond. It would be helpful if when the client clicked to open an existing thread the previous message was passed into the selected ticket.