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Teams bot issues

  • March 16, 2022
  • 1 reply
  • 78 views
christatedavies
Apprentice
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We use the Teams bot with Freshdesk Support - and it needs some TLC:

  1. The available screen space is not used, and it really needs to be
  2. New comments include all ticket content. This is unnecessary IMO, and coupled with the issue about, it means that its basically impossible to read the tickets (see attachment)

I’d love to use this more, but basically, I cannot.

 

 

Best answer by mahendarsingh

Hi Cristatedavies,

I hope you are doing well and sorry for the delayed response. 

To address the issues with the Teams bot integrated with Freshdesk Support:
1. Screen Space Utilization: Unfortunately, the current interface design may not fully utilize the available screen space effectively. Enhancing this aspect is not configurable at the user level. However, feedback on the interface design is shared for potential improvements in future updates.
2. New Comment Content: Currently, anytime a new comment is added, all ticket content is displayed, which can make reviewing tickets cumbersome. A more compact view where only the relevant new comment or minimal ticket detail is displayed is currently unavailable.
3. Readability Improvement: To improve readability, you might consider utilizing Freshdesk's web interface, which offers features like filtering threads, viewing ticket details in different formats, and configuring views based on your needs. Alternatively, disabling threads may be a temporary solution to streamline your workflow if using the Teams bot currently impairs readability.

Please do let us know if you have any followup questions. 

Thank you !!

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1 reply

mahendarsingh
Community Manager
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Hi Cristatedavies,

I hope you are doing well and sorry for the delayed response. 

To address the issues with the Teams bot integrated with Freshdesk Support:
1. Screen Space Utilization: Unfortunately, the current interface design may not fully utilize the available screen space effectively. Enhancing this aspect is not configurable at the user level. However, feedback on the interface design is shared for potential improvements in future updates.
2. New Comment Content: Currently, anytime a new comment is added, all ticket content is displayed, which can make reviewing tickets cumbersome. A more compact view where only the relevant new comment or minimal ticket detail is displayed is currently unavailable.
3. Readability Improvement: To improve readability, you might consider utilizing Freshdesk's web interface, which offers features like filtering threads, viewing ticket details in different formats, and configuring views based on your needs. Alternatively, disabling threads may be a temporary solution to streamline your workflow if using the Teams bot currently impairs readability.

Please do let us know if you have any followup questions. 

Thank you !!

Mahendar, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
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