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Redirect message sent to a user to go to a bit
Hi everyone
We have an e-mail address setup in Office 365 for our helpdesk so when users e-mail this it automatically creates a ticket in our helpdesk system. All standard stuff but now we're using Teams a lot more and our helpdesk account also shows up in Teams and some people have started sending Teams messages to this when they have IT issues.
We want to encourage the use of Teams over e-mail so I was thinking it would be really cool if somehow when someone sends a Teams message to the helpdesk account it could be redirected to our IT Team or even better maybe to a bot that could offer some basic FAQs etc before sending the issue over.
I've been having a look today and can't seem to find a way of getting a Teams message redirected and there don't seem to be any triggers in Power Automate for when messages are sent to individual users in Teams. I wondered if anyone has done anything similar or know of any ways this may be possible?
Thanks in advance for your help.
- Hi gcjuw84
There is a few ways you could approach this
1.) Use a Power Virtual Agent as a bot within the Teams environment which then hands off to a live agent
https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off
2.) Build a Power App for logging IT issues. The Power App would be based on Dataflex or a SharePoint List underneath and then when logged, an email could be sent to the IT Team to review. The app would be pinned to the app bar (left bar) so it is in easy reach of your users. My organisation does this and it works very well
Hope it gives you some idea for thought and answers your question
Best, Chris
- Hi gcjuw84
There is a few ways you could approach this
1.) Use a Power Virtual Agent as a bot within the Teams environment which then hands off to a live agent
https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off
2.) Build a Power App for logging IT issues. The Power App would be based on Dataflex or a SharePoint List underneath and then when logged, an email could be sent to the IT Team to review. The app would be pinned to the app bar (left bar) so it is in easy reach of your users. My organisation does this and it works very well
Hope it gives you some idea for thought and answers your question
Best, Chris
