Notifications in Microsoft Teams Ticketing by TeamsWork Explained
- Marc (TeamsWork)
- 21 mai 2022
- 3 min de lecture
Dernière mise à jour : 10 juin
Hi all,
One of the main advantages of Microsoft Teams Ticketing Systems is the ability to receive instant notifications directly within Teams, unlike many other ticketing tools.
Every Teams user understands the advantages of receiving an instant message within the productivity tool they use. Engaging in a conversation helps resolve issues more swiftly compared to the traditional email thread.
Keeping this in mind, Ticketing As A Service have implemented a similar mechanism where every interaction in Ticketing will trigger a notification in the chat area - Chatbot notification.
Email Notifications
Team members who also wish to receive email notifications can still do so. Please refer to our email notification blog post for more information.
Introduction to Chatbot notification
Watch the below video for an introduction about the Chatbot notification.
Chatbot installation
The Chatbot will automatically install after user connect a first time in any Ticketing instance. If you already login to Ticketing App but you still don't see a Chatbot named "Ticketing As A Service" follow instructions from the "Reinstall Chatbot" in below section.
Who receives notifications, and when?
For every change done on a ticket (status change, comment, etc.), a notification is triggered in the Chat.
Both Requestor and Assignee will receive notifications following these rules:
if action is done by Assignee, Requestor will receive a notification, and vice versa
if action is done by Requestor, Assignee will receive a notification
if, as a Teams Owner, you create a ticket on behalf of someone and assign to it to someone else, both Assignee and Requestor will receive a notification. Same
if a Teams Owner updates a ticket, both Assignee and Requestor will receive a notification.
The exception is that you will not receive a notification if you are the one performing the action. For example, if you create a ticket and you are both the requester and the assignee, you will not receive a notification.
Installing Chatbot for all Tenant users (including Guest Accounts)
By default, chatbot will not be installed to Guest Account. If you wish them to receive chatbot notification, then you must follow below instructions.
As a Teams administrator, navigate to the App setup policy section
in the Installed apps section, lookup and add our App.
Pin our App in Teams
As a Teams administrator, navigate to the App setup policy section
in the Pinned apps section, lookup and add our App
Reinstall Chatbot
See below video for step by step instructions
1) Uninstall the App
a. Click on the three dots above the apps.
b. Right-click on "Ticketing as a Service" app.
c. Click on "Uninstall."
2) Log out and log back into Teams.
3) Add the App
a. Click on the App
b) Search for Ticketing As A Service
c) Click on Add
Chatbot should now be installed in your Chat panel
Have a great day!
Marc
TeamsWork is a Microsoft Partner Network member, and their expertise lies in developing Productivity Apps that harness the power of the Microsoft Teams platform and its dynamic ecosystem. Their SaaS products, including CRM As A Service, Ticketing As A Service and Checklist As A Service, are highly acclaimed by users. Users love the user-friendly interface, seamless integration with Microsoft Teams, and affordable pricing plans. They take pride in developing innovative software solutions that enhance company productivity while being affordable for any budget.