Hi Community, I need some assistance with setting up the Fresh Service Bot in Teams to alert users about major incidents. Specifically, I would like to know:How can we configure it so that only major incidents are posted in the channel? How can we prevent it from spamming Teams? Currently, each time someone adds a note, it creates a new message. Can it instead add a note to the original message that was posted in Teams? If this isn't possible, can we disable updates so it only posts the initial notification? Can the bot post the resolution notes to the Team when an incident is resolved?Additionally, since Microsoft is deprecating webhooks in Teams, we want to avoid using them. Any help would be much appreciated! Many thanks

Fresh Service BOT MS Teams | Freshworks Community

Hi Community,

I need some assistance with setting up the Fresh Service Bot in Teams to alert users about major incidents. Specifically, I would like to know:

How can we configure it so that only major incidents are posted in the channel?
How can we prevent it from spamming Teams? Currently, each time someone adds a note, it creates a new message. Can it instead add a note to the original message that was posted in Teams? If this isn't possible, can we disable updates so it only posts the initial notification?
Can the bot post the resolution notes to the Team when an incident is resolved?

Additionally, since Microsoft is deprecating webhooks in Teams, we want to avoid using them. Any help would be much appreciated!

Many thanks

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Hi @alyssia.correa and @Kamakshi V .

Hope you’re doing great.

This is a FreshService ticket posted on FreshDesk forum. Would you mind moving it accordingly?

Regards,

Heyy @eeha0120 - done! Thanks so much for bringing it to my attention