Zendesk EAP - MS Teams Side Conversations

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What's this all about?

If your company uses Microsoft Teams, it's highly likely that there is a vast amount of knowledge held by all the subject matter experts hanging out in the various channels. This EAP introduces the ability to reach out to those channels directly from tickets via side conversations.

Need more detail on how it works?

This integration builds upon the core MS Teams app to enable agents to send side conversations to MS Teams channels. Once the core integration is in place, this integration piggybacks on top of it to enable bidirectional communication between your Zendesk and Teams accounts. Agents will be able to send a new message to any Teams channel that the Zendesk app belongs to. Anyone in the Teams channel will be able to reply to the thread from Teams. Those replies will be sent back to the side conversation. This enables agents to send a message to a channel of subject matter experts and receive their replies, all without leaving Zendesk.

Is this available to everyone?

There are a few pre-requisites to be part of this Early Access Program:
- An account that has access to side conversations, either via the Collaboration add-on or a Professional or above suite account
- Microsoft Teams
- The Microsoft Teams Zendesk integration installed and working with your account

This being an Early Access Program, are there limitations with the product?

The following Microsoft Teams features are not supported:

Direct messages

As a workaround, the administrator can set up separate channels that only have one member. For example, “Team Finance Experts – Support” and add Zendesk for Microsoft Teams app to this team.

Microsoft Teams @mentions, emoji reactions and typing indicators are not supported.

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If the link breaks between Zendesk and Microsoft Teams, you can still open and view side conversations in a ticket in Zendesk, but you can no longer use that channel to send or receive updates to side conversations.

The link between apps can break in these scenarios:

- An admin disconnects the Zendesk app.

- The team owner removes the app from a team/channel.

- A channel used for side conversations is archived or deleted.

What is expected of me?

There are a few things we ask:

1. Provide feedback on the feature, ease of use, and documentation
2. Report any bugs, preferably in the community forum
3. Be open to working very closely with us, initially and ongoing through this stage
4. Willingness to get it wrong, in order to make it better

Ready to take part?

All you have to do is fill in some information and you're ready to go!

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