Forum Discussion
TEAMS as Support or HelpDesk
Hello, I am exploring Teams to if this could be used as Service/Support/Helpdesk solutions ? Please provide with your expert suggestion on for this sort Teams Usage BR, /HS
Hi Himanshu Singh,
I guess it depends on the functionality you need and the outputs. If you mean could it be used as a forum for users and guests to have their questions answered? Yes it could and I know several businesses today doing this. Will Teams operate like a mature support application like Zendesk? Then the answer is no not at the current time. It doesn't currently allow things like case/ticket management for example. It can't report on SLA's, it wouldn't be able to give users an update on the status of their enquiry or issue.
However, you can integrate apps like ZenDesk with Microsoft Teams - and I know that the Microsoft team is considering doing something like this in the future.
So all in all, I would say at the current time I would use an app such as Zendesk and plug it into Teams as to trying to make Teams do something it hasn't got the features for to provide a high quality support/helpdesk experience for both users and the customers.
Hope that answers your question
Best, Chris
I guess it depends on the functionality you need and the outputs. If you mean could it be used as a forum for users and guests to have their questions answered? Yes it could and I know several businesses today doing this. Will Teams operate like a mature support application like Zendesk? Then the answer is no not at the current time. It doesn't currently allow things like case/ticket management for example. It can't report on SLA's, it wouldn't be able to give users an update on the status of their enquiry or issue.
However, you can integrate apps like ZenDesk with Microsoft Teams - and I know that the Microsoft team is considering doing something like this in the future.
So all in all, I would say at the current time I would use an app such as Zendesk and plug it into Teams as to trying to make Teams do something it hasn't got the features for to provide a high quality support/helpdesk experience for both users and the customers.
Hope that answers your question
Best, Chris