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Replies posted by spage

5 Replies

M
Contributor
mark.frostContributor
posted in Archives - Freshdesk

MS Teams intergration

@Aravind Thanks for confirmation. I am not sure if you plan any more enhancements but you may want to consider disabling using it on a channel if it’s really only for direct 1 on 1 use. Also if you are looking for suggestions you may want to enable some interaction initiated by the user that it can respond to like “list my tickets” or “reply to ticket ####” or “close ticket #####”. Etc. Either way I am glad to see that your team has invested in this integration. Thank you.

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D
Apprentice
5 years ago
M
Contributor
mark.frostContributor
posted in Archives - Freshdesk

MS Teams intergration

I've installed this and just have a quick question.  Besides "help" are there any other interactive commands with the bot that are initiated by the user or should we expect communications to always first be initiated by the bot based on a ticket event?  Also, what is the purpose of adding the bot to a channel since these bot interactions/purpose seem to be specific to/focused on your own tickets only?   

30
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Apprentice
5 years ago
M
Contributor
mark.frostContributor
posted in Archives - Freshdesk

MS Teams intergration

One other thing I found is that Azure Logic App has support for Teams and Freshdesk.  So you can use that instead of Zapier to integrate the two (it's essentially Microsoft's version of Zapier but on a pay per transaction model).https://azure.microsoft.com/en-us/services/logic-apps/  If that path is of interest, please also vote for these enhancements to the Teams Logic App:https://feedback.azure.com/forums/287593-logic-apps/suggestions/19463173-microsoft-teams-and-logic-app 

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Apprentice
5 years ago
M
Contributor
mark.frostContributor
posted in Archives - Freshdesk

MS Teams intergration

We could not wait for this any longer.  I ended up creating a webhook connector into Teams and then using the Trigger Webhook in Freshdesk to push data in.  It's not as simple as having an official add-in from FD,  but it works.  See these references if you want to try it.https://msdn.microsoft.com/en-us/microsoft-teams/connectorshttps://docs.microsoft.com/en-us/outlook/actionable-messages/actionable-messages-via-connectorsBe sure to review the JSON and look for errors here before you put in FD as there is no error reporting that I can see other than an email much later saying things didn't work:https://messagecardplayground.azurewebsites.netNote, the action buttons don't seem to show up for me in Teams (work fine in OWA; so guessing it is a bug in Teams).  I saw this same problem also with Zapier integration via their webhooks to Teams.IMHO FD should be able to easily recreate this since the JSON is relatively straightforward and well documented.  Let's hope someone from FD sees t

30
D
Apprentice
5 years ago
M
Contributor
mark.frostContributor
posted in Archives - Freshdesk

MS Teams intergration

+1 

30
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Apprentice
5 years ago

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