Setting up Tags for Teams Discussions (Tech)

Warwick Eade Updated by Warwick Eade

Start a conversation in Teams from a DeskDirector Ticket

We can start a discussion in a Teams channel by adding a custom tag to a ticket.

This feature allows ticket agents to initiate an internal conversation within Microsoft Teams for specific tickets in the DeskDirector Tech portal. This feature provides a streamlined and efficient way for ticket agents to communicate and collaborate on resolving customer issues, allowing them to resolve issues more quickly and effectively.

Here's a step through on how to do it:


1. Now that we know the DeskDiretcor Teams app is installed in our tenancy, let's set up a discussion tag. The first step is to open the Teams Channel. Click General and click Tag to chat

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2. The triggering tag you are about to enter, is the tag you will set in a DeskDirector ticket to start a discussion thread in this team's channel
Click Enter a triggering tag

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3. Type chatingeneral or whatever other tag you want to use. After this tag is set, whenever a service agent tags a ticket in DeskDirector with chatingeneral a discussion thread will be started.

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4. Select (default) to select the default behavior. Other behaviors will be available in future releases.

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5. Click Tag to chat slider to turn the integration on. If you ever need to turn the integration off temporarily, just set the slider to off.

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6. Click Posts to see the message the app has placed in the channel.

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7. If you ever want to update the integration, then click Update Integration

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8. You can change the server and the API key here. Click Close

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9. That's it. You're done.

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** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

How did we do?

Installing the Microsoft Teams App (Tech)

Setting up DeskDirector for Microsoft Teams for your clients (Client mode)