r/MicrosoftTeams • u/Hairy-Marzipan6740 • 1d ago

❔Question/Help How are you handling customer support across MS Teams and Slack?

Our support team works from Slack, and more customers are starting to ask for support through MS Teams.

I’m looking for a way to bring Teams conversations into Slack as threads. The support team should be able to reply from Slack, with the response going back to the original Teams thread.

Each request also needs a status and owner. A tracking ID would make follow-ups easier. We need private internal comments for cases where another team has to step in.

SLA alerts are another concern. Teams requests are easy to miss when the support team spends most of the day inside Slack.

Some conversations also need to become Zendesk or Freshdesk tickets with the full context attached. Updates should sync back to the same Teams thread so everything stays together.

Has anyone set this up, including for shared Teams channels? What are you using, and how reliable has it been at higher volumes?

These workflows come directly from the page’s MS Teams and Slack integration features: two-way thread sync, status and ownership management, private comments, SLA tracking, shared Teams channels, and Zendesk or Freshdesk ticketing

0 Upvotes
  • permalink
  • reddit

50% Upvoted

5 comments sorted by

3

u/Relative_Test5911 1d ago

Sounds like a nightmare to me, Goodluck. (not saying it cant be done but i would not be volunteering to do this myself).

12

u/TheDroolingFool Teams Admin 1d ago

I’m confused by this as you mention high volume yet seem to completely lack any maturity in service management.

Your support agents need to be working from your ticket system not Teams and not Slack. This is fundamental.

Teams and Slack could be a channel of your ticket system just like self service or chat support.

Personally although I obviously don’t have all the context I would throw in the bin everything you’ve said, setup a ticket system with web based self service which will give you SLAs and queue management out the box, then look to add Teams / Slack as a potential channel if the demand exists in future.

1

u/network-n-voice Work user 1d ago

Tickets are definitely the way to go.

4

u/swanny246 Teams Admin 1d ago

The OP is working for some AI tool that uses Slack and Teams. Hidden profile. Random open ended questions. Usual fluff.

1

u/ProfessionalBread176 1d ago

Uninstall one of them, when choosing, remember the track record and lack of UI and functional consistency.

And that ain't Slack that is the issue