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Smart Alerts for TECH Users

Niamh Ferns Updated by Niamh Ferns

Smart Alerts

This feature is currently under preview.

Smart Alerts is an AI-enabled feature that, based on rules defined by users using natural language, immediately notifies them on Microsoft Teams when a new ticket is created or a new message is added to an existing one.

For example, as a Service Manager, a rule such as "Notify me when a high-severity issue escalates" can be set. According to this rule, when the AI detects a high-severity issue that escalates, Smart Alerts immediately trigger a notification to the Service Manager on Microsoft Teams.

Setting Up a Smart Alert

Follow these simple steps to configure a Smart Report using Microsoft Teams' DeskDirector app:

  1. Launch Microsoft Teams. On the app bar of the left side of the screen, find and open the DeskDirector app.
  2. Head to Settings > Admin Settings > AI Services
  3. Scroll down and select Create your personal Smart Alerts
  4. Click the Create new Smart Alert button to start configuring a new setup.
  5. Enter your preferred instructions for the alert's condition in the provided field. Once you are content with your input, don't forget to save your settings.

Post-Setup Test

After a successful setup, as a test, you can create a new ticket or enter a new message on behalf of a contact to evaluate the alert setup. Please note that your own message won't trigger a notification to yourself. If needed, tweak your instructions in step 5 and repeat the test.

The minimum role required for this feature is admin. Read more

How did we do?

Integrating Microsoft Teams with DeskDirector Tech Portal

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