Hi folks!
been thinking about the MS Teams Collaborate tool, and a few of the issues we have with it and the ServiceBot. Mainly, that many of our Agents feel it is to ‘chatty’! The ongoing thread seems to be that some (not all) Agents are happy to use the email alerts to be updated about ticket changes. Indeed, they can put email rules in place to personalize their mailbox, customizing it to fit their individual needs.
Sadly, the MS Teams ServiceBot is not so flexible. The options are Global, and dictated by myself and the other Admins. Ideally, I'd love for individual users to be able to choose what MS Teams notifications they get. Allow our helpdesk, with high ticket volumes, to only get notifications when Collaborate is initiated, and our Major Incident team to get all the alerts whenever something happens on a ticket in that group.
Anyone else hit similar issues? Maybe found a nice easy solution I’ve overlooked?
