Using Microsoft Teams in side conversations

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24 Comments

  • Chris Sinclair

    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.

    7
  • Dan Weber

    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.

    4
  • Philipp Schumacher

    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.

     

    5
  • 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 
    9
  • +1 for Direct Messaging

    8
  • Anastasia Kachanova

    +1 for Direct Messaging

    7
  • Testing Only

    +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.

    8
  • Peter Rittau

    +1 more for direct messaging

    5
  • David Birnbaum

    +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.

    3
  • Mark Ganusevič

    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.

    4
  • Justin Knight

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

    3
  • Chris Koboldt

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

    4
  • Tobias Hermanns

    Direct Messaging +1

    4
  • Atanas Tomov

    +1 for Direct Messaging

    3
  • Tobias Hermanns

    Will this be added to Macros?

    5
  • Rhonda Green

    +1 for Direct Messaging

    3
  • Juli Hackenberger

    +1 for Direct Messaging

    2
  • Justin Knight

    +1 for Direct Messaging

    1
  • 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

    3
  • 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!
    0
  • Max

    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

    3
  • 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
  • Rhonda Green

    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.

    1
  • Tatiana Christensen

    + 1 for Direct messaging

    0

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