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Using Microsoft Teams in side conversations



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Colleen Hall

Zendesk Documentation Team

Edited Jan 27, 2025


5

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29 comments

Will direct messaging be a thing at some point? I have agents jumping out of Zendesk to get faster responses from requestors via teams. It would be better if we could do this in Zendesk.

10


Direct messaging would also be useful to us. Right now that is one of our main ways to interact with our users.  It also would allow us to capture the conversation into the ticket, which the conversation also can have a lot of valuable information in it that we have to just copy/paste into the ticket in order to capture it.

6


Direct messaging would benefit us a lot too as most of our techs in the field use microsoft teams.

Having the whole conversation at one point would be really beneficial.

 

7


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Josef Prandstetter

Zendesk Luminary

Support for "Direct messages" would boost this feature for our daily operations - mainly in these scenarios:

  • Support requesting assistance by a dedicated developer from R&D
  • If the support has to clarify certain details with the sales/marketing/... department 

11


+1 for Direct Messaging

10


+1 for Direct Messaging

9


+1 for Direct Messaging, it would be the most useful feature for us too. 

Is it already being worked on? If so, a quick update to all of us would be nice.

10


+1 more for direct messaging

7


+1 here.  We mostly use direct messaging for everything, frankly, the Channels just don't work nearly as well as their equivalent in Slack.  So, we just create Chats, rename them, and then they function perfectly as a channel equivalent.

5


This feature is not usable for us without direct messages.

Also, it would be great to be able to use MS Teams to schedule calls/meetings via a ticket.

6


I agree, we need the feature of Teams chat directly with an Associate also on Teams.

4


Upvoting and commenting to also ask that direct messaging in Teams be added. 

5


Direct Messaging +1

6


+1 for Direct Messaging

5


Will this be added to Macros?

7


+1 for Direct Messaging

5


+1 for Direct Messaging

4


+1 for Direct Messaging

3


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Sydney Neubauer

Zendesk Luminary

+1 for direct messaging - teams does not have intuitive Group creation (created and deleted all the time). It makes it more efficient if you could just message the people you need directly rather than trying to go a group that they may or may not be in

5


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Shawna James

Community Product Feedback Specialist

Hi all, thank you for taking the time to provide us with your feedback here. This has been logged for our teams to review. Please continue to provide your support by adding your use cases in the comments, thanks again!

1


Would be nice to be able to use a Side Conversation (Teams) in a macro or a trigger, like for Slack, Email or Child tickets

4


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Michael B.

Zendesk Luminary

Please go upvote this feature request for Side Conversations via MS Teams macro creation.

Side Conversation via Microsoft Teams - Macro

We're hoping for this feature to become available. Thanks!

1


Being able to add direct message via side conversation to an individual message in teams would be very helpful to improve our communication for urgent matters.  Not all agents have the time to check their outlook email for side conversations and support tickets.  Teams direct messaging would be a better solution as it is typically more visible and agents are using teams for other reasons to communicate throughout the organization.  Macros could then be written to make this process even easier for the reps.  The tool as it exists, just going into groups with Teams is cumbersome as you have to make each individual a group to work the way I would like.  Our organization does not allow individuals to set up their own groups so then we would require IT support to get groups set up each time and they want to limit the number of groups being set up also.

2


+ 1 for Direct messaging

2


Does the Upload File from the BOT works for you? I upload a file, I get the notification that the file was uploaded, but I can't see it on Zendesk or Teams. How can I download it? 

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Yaniv Dayan 

I went ahead & created a ticket on your behalf to look into the attachment issue your team is getting. Please keep an eye out for our Email soon

1


+1 for direct messaging. Currently we aren't using side conversations as unable to message colleagues directly. Are there plans for this to happen? It would be so useful! 

1


Hi Daniel Codesal  Can you add attachments from Teams and see them in Zendesk side conversation, and vice versa? 

I just wondering if this is a bug on our side or Zendesk's side. 

 

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+1 for direct messaging.

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