Forum Discussion
Create email from personal chat message
Hi
Our IT Support team have a requirement to create an email (support ticket) from chat messages sent directly to them. We do try to get users to log incidents directly in the SD portal to to the SD email, however we have a few users who insist on logging incidents directly with our SD team. It is worth adding that the Service Desk provider does not have a MS Teams addin so that is a no go, unfortunately.
What we would like to achieve is: if a user sends a direct chat to one of our SD team members, the SD team member would right-click and send the message to the SD email, using the user's (person who logged the incident) contact as the sender. I would have thought the could be done using a Powerapp flow, however mu experience/knowledge is very minimal on the subject and there aren't any templates to get me started on creating the flow.
Any help/suggestions would be appreciated! If there is key info I have left out please let me know, and if this needss to be posted in a different forum, let me know too and I'll gladly move it.
Thanks,
Ben
- Hi BMTPO,
it seems you have to hire someone to create a Power Automate/PowerApp flow. - If you are looking for a way that employees can contact support, via their teams client, then we have a few products that create the channel to support, monitor everything, and provide routing to agents. Our app, Instant Chime V5, can also provide some chat workflow and FAQS\AI assistance for self service.
If you are still looking for something, then you can take a look at some screen shots\demos here: https://www.chimev5.com/
This is a bit different than your scenario, but most of our customers are looking for one inbound channel, via MS Teams, to their support desk, and then our app will notify any available agent(s) of the inbound request. Our app also tracks all metrics, wait times, integrates with ticketing, and can send back an email to the user.
Peyton
Peyton
