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Hello, there is a button which Agents can click on to start a collaboration with others via Teams. Doing this will start a new ‘conversation’ in a channel in Teams

 

Anyway, we were looking to set up Workflow Automator so anytime a Major Incident ticket is raised, a ‘conversation’ will be created automatically to one specific channel in a Teams (will stay the same). 

 

Is there a way to accomplish this by any chance? 

 

I thinkyou can use Power Automate also for this.  i found this, pehaps it will help you also :

  1. Start a New Flow:

    • Go to Power Automate and sign in.
    • Click “Create” and select “Automated cloud flow” to start a new automation.

  2. Set Up the Freshservice Trigger:

    • Look for “Freshservice” in the list of connectors.
    • Choose the trigger for when a Major Incident ticket is created. It might be labeled something like “When a new ticket is created.”

  3. Add a Teams Action:

    • Click on “New step” and search for “Microsoft Teams.”
    • Pick the action to “Post a message” in a channel.
    • Select the team and channel where you want your message to appear.

  4. Customize Your Message:

    • Use details from the Freshservice ticket to make your Teams message informative. You can include things like the ticket number, description, and any other important info.

  5. Save and Test:

    • Save your flow and then do a quick test. Create a sample Major Incident ticket in Freshservice to see if the message posts correctly in Teams.

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