So, I'm not seeing how this integration allow my agents to accept tickets from Teams in Zendesk, remain in the Zendesk interface, and send replies back from Zendesk to the teams channel the requester sent the original ticket from. I want an app that will keep my agents always in Zendesk and not having to answer tickets in both Zendesk and Teams and moving between both platforms.
It looks like this has potential. It would be nice if we could start a chat across different departments in Teams and include a list of the tickets as a tab at the top of the chat. I picture this tab including the ticket, status, internal pending questions and tasks (if there are multiple items have them display as a checklist in an expandable/collapsible manner), and lastly a spot for important dates. Right now it is difficult to follow chats about specific clients when there are many items being discussed across multiple departments. Although it is great that we are able to discuss them all in one place and have the history of the communications which are quicker than the internal Zendesk comments.
Visning 2 af 2 vurderinger