Contact Groups Integration with Microsoft Teams

Niamh Ferns Updated by Niamh Ferns

Contact Group Integration Overview

Integrating DeskDirector Contact Groups with Microsoft Teams enhances the user experience by providing group-specific ticket tracking, real-time notifications, and user synchronisation directly in Teams channels.

This integration requires the DeskDirector Teams app to be set up as the client portal mode in Microsoft Teams.

Integrating User Groups with a Team

You can follow the steps below to set up the integration.

  1. In your client's Microsoft Teams, navigate to a channel where the integration is intended to be set up.
  2. Open the add tab pop-up by clicking the + icon in the tabs header.
  3. Search for the "DeskDirector" app or the DeskDirector app with your branded name
  4. When adding the tab, make sure to select your support portal from the service provider list. This action installs the app as a notification bot and creates a tab (titled Tickets) that displays the user group tickets.

How to Access Integration Settings

To manage the integration settings between DeskDirector User Groups and Microsoft Teams, follow these steps:

  1. Navigate to the Microsoft Teams channel where the Tech Portal integration was set up.
  2. Open the DeskDirector tab
  3. Click the Settings button:
  4. Navigate to Admin Settings > Client Portal Installations:
  5. From the company list, select the one to configure:
  6. Use the User Group Settings button in the Teams app installation to modify settings

Settings Overview

Settings in the integration include:

  • User Group Integration Toggle: Turn on/off this integration.
  • User Group Drop-Down: Selects the corresponding user group for mapping to a Microsoft Teams team.
  • Group Ticket Notifications Toggle: Enables notifications within the team channel for updates on group tickets.
  • Disable Contact Notifications Toggle: Allows disabling direct notifications to the ticket contact for group ticket updates when the group notification is enabled.
  • Sync Team Members Toggle: Keeps the Teams member list updated with the DeskDirector user group, while noting specific integration limitations.

User Syncing Limitations

Please be aware of the following limitations when syncing users:

  1. The Teams' user role (such as owner and guest) will not be synced to the DeskDirector user group.
  2. Users in the DeskDirector user group will not be synced back to the integration team in Microsoft Teams.
  3. All users from Microsoft Teams are synced over as Regular regardless of their role in Teams.

These limitations are crucial to understand when managing user roles and expectations for synchronisation between the two platforms. This ensures that administrators are aware that role differentiation in Teams does not translate to the DeskDirector user group settings.

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