Table of Contents

Setting up Tags for Teams Discussions (TECH Portal)

Niamh Ferns Updated by Niamh Ferns

Start a conversation in Teams from a DeskDirector Ticket

We can start a discussion in a Teams channel by adding a custom tag to a ticket.

This feature allows ticket agents to initiate an internal conversation within Microsoft Teams for specific tickets in the DeskDirector Tech portal. This feature provides a streamlined and efficient way for ticket agents to communicate and collaborate on resolving customer issues, allowing them to resolve issues more quickly and effectively.

Key Benefits

  • Centralised Communication: Links DeskDirector tickets to dedicated Teams conversations
  • Real-Time Collaboration: Team members can discuss tickets internally while maintaining customer service quality
  • Streamlined Workflow with AI: Generate, review, and send customer replies directly from Teams with your AI Assistant

Setup

Here's a step-through on how to set up this feature:

9 STEPS

1. Now that we know the DeskDiretcor Teams app is installed in our tenancy, let's set up a discussion tag. The first step is to open the Teams Channel. Click General and click Tag to chat

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2. The triggering tag you are about to enter, is the tag you will set in a DeskDirector ticket to start a discussion thread in this team's channel
Click Enter a triggering tag

Step 2 image

3. Type chatingeneral or whatever other tag you want to use. After this tag is set, whenever a service agent tags a ticket in DeskDirector with chatingeneral a discussion thread will be started.

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4. Select (default) to select the default behavior. Other behaviors will be available in future releases.

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5. Click Tag to chat slider to turn the integration on. If you ever need to turn the integration off temporarily, just set the slider to off.

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6. Click Posts to see the message the app has placed in the channel.

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7. If you ever want to update the integration, then click Update Integration

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8. You can change the server and the API key here. Click Close

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9. That's it. You're done.

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** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2159233/Teams-Microsoft---How-to-turn-on-in-a-channel

  1. Browse to a Teams Channel with DeskDirector installed in TECH Mode
  2. From the menu items of the Team Channel, select your DeskDirector application, followed by Tag to chat
  3. Select from the available teams channels:
  4. Enter your preferred tag, followed by enabling the Use Tag to chat slider:
    1. The tag cannot be edited while the feature is enabled, to update the tag, you must first disable the feature
  5. Optionally, enable the Mentions feature

How to Create a New Conversation

  1. Open the Ticket in DeskDirector TECH Portal
    • Navigate to the ticket you want to discuss internally
  2. Add the Configured Tag
    • Add the pre-configured "Tag to Chat" tag during your setup to the ticket
  3. Automatic Teams Conversation Creation
    • The DeskDirector Teams app automatically creates a new conversation in the configured Teams channel
    • The conversation is linked to the specific ticket
  4. Team Collaboration
    • Channel members can now chat internally about the ticket
    • All internal discussions remain separate from customer-facing communications
  5. Automatic Updates
    • New messages added to the original ticket are automatically posted to the Teams conversation
    • Team members stay informed of ticket updates in real-time

How to Generate AI-Assisted Replies

The AI Copilot feature analyses both ticket messages and internal Teams discussions, providing more informed suggestions based on your team's insights and expertise.

The AI Assistant setup is required for this feature.
  1. Access the Copilot
    • In the Teams conversation, click the "Reply to ticket" button on the first message
    • This opens the AI Copilot interface
  2. Grant Permissions (First-time or Limited Access)
    • If prompted, provide consent for accessing Teams messages:
      • "Allow Once" - Grant permission for this session only
      • "Always Allow" - Grant permanent access for all team members and future use
  3. AI Analysis and Suggestion Generation
    • The configured AI assistant for the ticket queue processes the request
    • If no queue-specific assistant is configured, the default AI assistant is used
    • The AI analyses:
      • Complete ticket message history
      • Internal Teams discussion messages
      • Available knowledge base articles and tools
  4. Review and Refine
    • Review the AI-generated reply suggestion and add any additional context or instructions
    • Click "Request a New Suggestion" to get an updated response
  5. Send the Reply
    • Review and edit the final suggested reply
    • Click "Send Reply to Ticket" to post the response to the customer in the DeskDirector ticket
  6. Follow Up
    • Click "View Ticket" once the reply has been sent to the ticket to open the embedded Tech Portal

How did we do?

Installing the Microsoft Teams App (TECH Mode)

Branding the DeskDirector Teams App

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