Create tickets from messages within Microsoft Teams - agent is set as requester

  • 10 November 2022
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Is anyone else using the Create tickets from messages within Microsoft Teams feature?

Our end users love pinging our IT folks directly on Teams instead of submitting tickets - and it would be a massive time saver if we could create tickets on their behalf just with the right-click integration as shown in the article.

What we found though is that the form for creating the ticket is pre-populated not with the end user’s email address - but rather the agent’s!  And if wanting to change that to the requester as should be, the email address has to be manually copied/typed into that field. While we thought for certain this must be something wrong with our setup, support told us this is by design.

Surely this cannot be the case - can anyone confirm they are seeing this on their end? And if so, how do you cope? :-D


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