Forum Discussion
Case Management within Teams chat
Hi, I remember viewing a MS Teams video recently where the presenter demonstrated an IT Helpdesk type case management feature, directly within chat but I cannot find it again now. Could anyone advise me on what this service/app might be?
For example, they demonstrated a scenario where a user would post a question in chat and then a member of the support team could then select that chat and assign it to themselves, so others knew they were working on.
In addition, I *think* the same video also demonstrated an AI feature that could provide automatic responses to common questions.
I know these were features within Teams, and they didn't feel like a 3rd party service/add in, so I am really keen to find out what it was again so I can start using it.
Many thanks
For example, they demonstrated a scenario where a user would post a question in chat and then a member of the support team could then select that chat and assign it to themselves, so others knew they were working on.
In addition, I *think* the same video also demonstrated an AI feature that could provide automatic responses to common questions.
I know these were features within Teams, and they didn't feel like a 3rd party service/add in, so I am really keen to find out what it was again so I can start using it.
Many thanks
- There are no out of box features that can handle this. You had to see some 3rd party integration and or solution that handles this outside of teams to track the support requests etc. Not sure what it is 🙂
Thanks ChrisWebbTech. I will keep checking through my notes, hopefully, I will come across this video again so I can find out what app they were using then.
