Question

Microsoft Teams convert chat to ticket

  • 10 July 2021
  • 2 replies
  • 87 views

Hi 

I wondered if there was a method to convert a MS Teams chat to a ticket,  A lot of the comms now come to specific agents via Teams rather than email (we are a small team) and it would be great to convert a conversation to a ticket - is it possible ?


2 replies

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Hello @SimonRoose , your question definitely has merit. Right now what I see the platform capable of doing is utilizing ServiceBot (freshservice’s integration with MS Teams) but this doesn’t let you capture a conversation and create a ticket from within the “Reply” section of the conversation.  if you want to take a current chat conversation and convert it into a ticket, you most likely will need to use MS Power Automate and the Freshservice API. 

To use service bot your agents can copy the contents of a conversation, go to the ServiceBot app (pinned to your left side bar of teams) and raise a ticket from there by telling ServiceBot you need to “Raise a ticket” and pasting in the conversation contents.

Just a thought. Hope this helps!

Hi, I think you can also try workativ’s chatbot integration with MS Teams for 70+ apps and pre-built workflows like create ticket, update ticket and more. You can have both your users and agents on MS Teams using the chatbot to agent handover on MS teams feature that lets you connect your users to agents via chatbot, create ticket and much more. Check here:https://www.freshworks.com/apps/freshservice/workativ_assistant_1/

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