Creating Microsoft Teams Side Conversations in Zendesk
How do I create a side conversation using Microsoft Teams in Zendesk?
To create a side conversation using Microsoft Teams in Zendesk, you need to start from within a ticket. Click the Side Conversations plus sign (+) in the upper-left corner of the ticket and select Microsoft Teams as the conversation type. Then, enter the Microsoft Teams’ team, channel, and your message. You can also add ticket comments if needed.
Once you've composed your message, click Send. Anyone in the Microsoft Teams channel can view and reply to your message directly, without needing to log into Zendesk Support. The replies will automatically be included in the ticket’s side conversation, allowing the conversation to continue as needed. When the side conversation is complete, click Done. Note that this action is not reflected in the Microsoft Teams application. For more details, check out theoriginal link.
More related questions
Can I add attachments to a Microsoft Teams side conversation in Zendesk?
Yes, you can add attachments to a Microsoft Teams side conversation in Zendesk, but there are some limitations. To add attachments, use the bot that appears at the beginning of a conversation in Microsoft Teams. This method ensures that attachments…
What are the limitations of using Microsoft Teams side conversations in Zendesk?
There are several limitations when using Microsoft Teams side conversations in Zendesk. You cannot delete messages from a Microsoft Teams side conversation, and direct messages are not supported. Additionally, attachments sent directly in Microsoft…
Can I use Microsoft Teams side conversations in Zendesk for direct messaging?
Currently, direct messaging is not supported in Microsoft Teams side conversations within Zendesk. As a workaround, administrators can set up separate channels with only one member and add the Zendesk for Microsoft Teams app to these channels. This…
How do I handle broken links between Zendesk and Microsoft Teams?
If the link between Zendesk and Microsoft Teams breaks, such as when an admin removes the Zendesk app from a Teams channel or a channel is archived or deleted, you can still view the side conversations in a ticket. However, you will no longer be…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
