Introducing the DeskDirector for Microsoft Team App

Warwick Eade Updated by Warwick Eade

Overview

Here is a 90 second overview of the DeskDirector for Microsoft Teams App (the DD teams app)

How does it work?

The DD Teams app functions in two primary modes: Tech Mode and Client Mode.

In "Tech Mode," the app integrates the DeskDirector Tech portal into Microsoft Teams, facilitating enhanced collaboration on tickets.

Simultaneously, the DD Teams app can be configured for your clients' Teams, known as the "Client Mode".

Overview on Tech mode

With the DD Teams app integrated in your own Microsoft Teams (tech mode), you gain access to these key features:

  • Ticket Search & Integration: You can search for tickets and integrate them directly into your messages.
  • Ticket Creation: Enable ticket creation directly from messages.
  • Real-Time Updates: Receive notifications for ticket updates read more about it in DeskDirector Teams App Notifications.
  • Collaboration Hubs: Channel tabs serve as collaboration hubs for your team to work on tickets: Setting up Tags for Teams Discussions (Tech)
  • Personal Tech Portal: Personal tabs double as your Tech portal where you and your team members can manage their tickets.

Using the App in a Channel Tab (Tech Mode)

With the app installed to a channel, it equips you with:

  • Ticket View & Discussion: View tickets and associated discussions within the channel.
  • Admin Setting: Configurate the settings related to the DeskDirector Teams app.

Using the App in a Personal Tab (Tech Mode)

With the app installed personally, you can:

  • Single Sign-On (SSO): Access a seamless authentication experience.
  • Ticket Management: Work on your tickets without leaving the Teams environment.

Overview on Client mode

As your clients use the DD Teams app in their Microsoft Teams, they can take advantage of:

  • Support Ticket Search & Integration: Search for and insert support tickets directly into messages.
  • Ticket Creation: Generate tickets straight from their messages.
  • Real-Time Updates: Receive notifications for ticket updates, read more about it in DeskDirector Teams App Notifications.
  • Collaboration Hubs: Channel tabs serve as collaboration hubs for their user groups.
  • Client Portal: Personal tabs function as a Client portal where clients can create and manage support tickets.
  • Brand Customization: Personalize the DD Teams app to align with your support portal's branding: Branding the DeskDirector Teams App.

Using the App in a Personal Tab (Client mode)

For end users with the app installed, they'll have access to:

  • Single Sign-On (SSO): Experience smooth authentication and create new portal profiles for new contacts.
  • Ticket Creation & Viewing: Create and view tickets without needing to leave the Teams environment.

Using the App in a Channel Tab (Client mode)

As an optional feature, when the DD Teams app is added to your client as a channel tab (serve as collaboration hubs for their user groups tickets), it offers your clients these features:

  • Group Ticket View: View tickets associated with their user group within the team.
  • Embedded Client Portal: Open tickets directly in the embedded client portal.

How did we do?

Installing the Microsoft Teams App (Client Mode)

Contact