Side Conversations - Microsoft Teams Integration

Planned

44 Comments

  • David Gillespie
    Zendesk Product Manager

    Hi All,

    Thanks for keeping this thread alive and for your continued feedback on this feature.

    I just wanted to take this opportunity and introduce myself, my name is David and I’m the product manager working on Zendesk's Strategic Integrations.

    We've been following this thread for a while and are excited to let everyone know that we are working on a new MS Teams integration and want to include Side Conversations as a feature! 

    It would be great to work with you to understand your specific use case and how we might build this out in the new integration.

    Please let me know if you'd be interested in 1-1 customer interview to discuss the new integration!

    Thanks again for your feedback.

    David Gillespie
    Senior Product Manager - Strategic Integrations
    Zendesk

    0
  • Adrian Bishop

    @...

    We have been using MS teams extensively since the start of the COVID pandemic, would be more than happy to engage 1-2-1 on how this would benefit our business.

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  • Eric Kramer

    @...

    I'd love to have a conversation regarding a potential integration between Zendesk side conversations and Teams!

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  • Jeff Bowden

    Hello David Feel free to reach out to me for this 1-1

    Thanks

    Jeff Bowden

    Support Manager, THREAD

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  • BVN Architecture Service Trust

    @... - I would love to be involved. Please reach out and I can provide my input.

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  • Jessica Chase

    Hi David - I work for a healthcare organization who uses Microsoft teams due to HIPAA. We have 35+ agents and over 200 employees with 4 software product lines and many engineering teams and are growing at a rapid pace. In order for us to implement more efficient ways of providing mid and backline support in tandem with Engineering and Product teams (swarming), we really need this capability and it would really help solidify Zendesk as a "can't live without" tool if we could integrate into the main system our staff use to communicate with each other (since Product and Engineering) use a different set of products. Thanks!

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  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    Thanks for detailing your use case! I've taken note for the new integration.

    Cheers,

    David

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  • Sara Ledger

    @... - I would be interested in providing feedback on our potential use case with this functionality. 

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  • Lawson Thalmann

    David Gillespie Hey - I'm definitely interested in chatting about the Microsoft Teams integration! We're just starting to use Teams. In general, very often, support tickets get forwarded to various business teams where they need to qualify and converse with the customer in their own worlds. Ideally, our support team is able to have transparency into that conversation. I'd wonder if various touchpoints with the customer could be logged back in Zendesk so the support team is aware. 

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  • Meg Gunther

    David Gillespie, do we have any update on a time frame for this?  We migrated to teams a while back and are missing the integration. 

     

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  • David Gillespie
    Zendesk Product Manager

    Hi Everyone,

    Very excited to announce the GA release of the new Microsoft Teams integration!

    To find out more about what has been released and how to install, please see our formal announcement.

    Side Conversations for Teams is still being worked through and we're hoping to have a release of Side Conversations for Teams later in in Q2 of 2022.

    Thanks again for your feedback and patience whilst we've built the product.

    David Gillespie

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  • Tobias Hermanns

    Hi David,

    we tried it but we have many issues (comment overlapping, comments can´t read, Red Warning without Error message, Tickets can´t be updated .. ...) Would you be so kind be in touch with us to review this?

    Thanks.
    Tobias

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  • David Gillespie
    Zendesk Product Manager

    Hi Tobias,

    Thanks for the heads up. Are you able to submit your details in the following form and we'll be in touch.

    Thanks,

    David

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  • Tobias Hermanns

    HI David,

     

    i found it yesterday too and add myself here, thanks!

     

    Tobias

    1

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