We have recently migrated a portion of our company over from Zendesk - And with the Teams integration there Agents could spin up Direct Messages with Requesters from the Ticket
We have also just moved another portion of the company from Salesforce Service Cloud - and also with the Teams integrationb there Agents could spin up Direct messages with Requesters from the Ticket.
However, on Freshservice - A Dedicated Channel is created each time. Not only is this super messy, but also from a Channel Visibility / Security standpoint this is a complete non starter.
I recently asked our account manager about this and was told that DM’s were not on the roadmap - So we have had to pay an extra $15k to use this third party app for this use case - https://www.freshworks.com/apps/rck_techiees_ms_teams_chat/
Is this something that Fresh might reconsider? Would be great if this was something that we could do out of the box, as per your competitors.
New Idea
Teams Integration - DM Creation from Tickets rather than Channels
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