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DeskDirector Teams App Notifications

Andy Chen Updated by Andy Chen

Teams App Notifications Overview

When this feature is enabled for the Client or Tech Portal, real-time ticket update notifications can be sent to the clients or tech users.

Client Portal Notifications

By default, notifications are enabled for all Client Portal users who have added the DeskDirector Teams app as a personal app.

Users can individually toggle a notification type, or a tech admin can opt-out a company from a notification type (or entirely) within a Microsoft Teams tenant account. If a notification type is disabled for a company in a tenant, users from that company won't see the notification type in their personal settings. If all notifications are disabled, users will see a message stating that the notification feature is disabled by the administrator.

User Notification Settings Page

The following are the available notification types (when not explicitly disabled by admins):

  • New Message: Receive notifications when a new message is added to your ticket.
  • Ticket Closed: Receive notifications when the ticket is closed.
  • Approval: Receive notifications for ticket approvals.
  • Request Info: Receive notifications for requests for additional information (inline forms).
Admin Notification Settings Page

Admins can choose specific or all notification types for users in the selected Microsoft Teams tenant account.

Accessing Admin Notification Settings

  1. Navigate to the Microsoft Teams channel where the Tech Portal integration was set up.
  2. Open the DeskDirector tab.
  3. Click on the Settings button located at the top right side of the tab (non-admin users cannot see this button).
  4. In the settings page, click on the Client Portal Installations link.
  5. From the list of companies, select the company you wish to modify.
  6. Once on the company's specific page, click on the tenant for which you want to change the notification settings.
  7. You will now see a list of notification types available for customization as following
  • Notifications: Turn this off to complete disable push notifications for this company in this Microsoft Teams tenant.
  • New Message: Receive notifications when a new message is added to your ticket.
  • Ticket Closed: Receive notifications when the ticket is closed.
  • Approval: Receive notifications for ticket approvals.
  • Request Info: Receive notifications for requests for additional information (inline forms).

Tech Portal Notifications

Notifications for the Tech Portal users are not enabled by default. Each tech user needs to enable this feature individually on their app notification settings page. Currently, admin users cannot enable notifications for other tech users. The notification types include the following:

  • New Message: Receive notifications when a new message is added to tickets that are assigned to you.
  • Ticket Assignment: Receive notifications when a new ticket is assigned to you (in DeskDirector Tech portal).

How did we do?

Branding the DeskDirector Teams App

User Groups Integration with Microsoft Teams

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