Collaboration in teams - create a chat instead of a channel

This is what we need too. I love the idea to create a teams conversation with all the necessary people for resoliving the incident from within Freshservice. This would really save us time.

I fully agree - please prioritize this feature!

The more MS Teams functionality the better in my opinion. Initiating a “Chat” with the correct team members is a brilliant idea. Seems to me a viable solution would be to remove the “Discuss” feature and fully integrate the MS Teams and Slack platforms.

Fully agree here!  

The Discuss feature is too buried inside the ticket - no bird’s eye view AFAIK.  Like if I was searching for solution ideas and they were recorded on a ticket’s Discuss feature IDK how I would find that info except to look at every ticket …  can you even tell if a ticket has a “Discussion” on it?

Searching in Teams is no treat either but such is life.

This is what we also require. I adore the concept of starting a team conversation in Freshservice with all the essential participants to relive the experience. This would save us a ton of time.

I was just watching the video from the Slack integration beta info - it was mostly about Teams and it sounds as though creating new chats/posts is already available through integration with MS Teams.  And, most cool, being able to copy the full convo back into the FS ticket as a private note.  

https://support.freshservice.com/en/support/solutions/articles/50000008586-collaboration-on-tickets-slack?_gl=1*1ex1rm5*_gcl_au*MTAzMzA0ODM0LjE2ODkzNDUzMTQ.*_ga*MTU3OTE3ODAwNi4xNjcyOTY0NzIz*_ga_5S1FBQDGB1*MTY5MjAyMTg3Mi4xMzEuMS4xNjkyMDIzOTE0LjUzLjAuMA..

@BrynCYDEF 

Yes, this was recently released.

But what we are missing is the ability to create a chat without needing to consider a specific channel. It will be many situations where you wish to chat with persons but you do not have a channel that includes these specific persons. Also, if we could create a normal chat, we could contact the requester directly to e.g. confirm resolution etc.

Is there any chance this will be advance soon? We don't use this for the simple reason it will only link to a channel within a Team. It needs to be a Chat so the right be can be involved.   

​@richard.nally Same here. It does not work with a teams channel, a chat would be great.

​@Kamakshi V Can you please give us an update?

 ​@Kamakshi V 

We haven’t enabled this integration for the same reasons mentioned by other customers in this thread:  the fact that you can only invoke Teams Channels and not chats.  

I see that the development was marked as  ‘included in Roadmap’ 2 years ago.  Can you share an update on the status please? (unless this has already been released, in which case I will ask for further guidance). 

Agreed, the lack of chat instead of channel integration makes it a poor user experience for the requester and the agent. Additionally, we need to be able to control members of the chat on the fly as an incident evolves.