Microsoft Teams has become the primary communication method in my organization. It is also the only method we utilize where we cannot open and communicate tickets via Zendesk. Our support team is constantly replying to personal chat messages telling people to go open a ticket via email, web form, call, or text.
Ideally, chats to technical support should go to a "Zendesk bot", and not a specific employee. This bot would have standard messages as a Zendesk channel. I envision a process like this:
- Employee sends message to Zendesk bot describing issue.
- A ticket is opened. Zendesk bot replies in Teams chat to the user that the ticket has been opened, gives ticket number/link, or whatever is entered in the trigger.
- Now that the Teams channel is being used, any future updates will be delivered to the user from the Zendesk bot. Likewise, continued chats from the user will be delivered to the ticket. Since there may be multiple open tickets, 1. the bot should display the subject/ticket number on each message and 2. if open ticket with user is more than one, the bot should ask which ticket they are replying to. (press 1 for ticket 123456 - Printer issue, Press 2 for ticket 123457 - Monitor issue, etc.)
- From there support agents just use standard methods to communicate throughout the fix and close the ticket.
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