We would like to set up a chat group for our help desk so any user could chat with them at any time. I don't think Teams has this functionality, or maybe I'm missing something or maybe there is an third party add-on for this. As far as I can tell, when someone wants to start a Teams chat, they must choose the members of the chat individually, i.e. they can't choose to chat with an O365 group.An org-wide team can't be used because every member of the organization would be notified of, and be able to see, every message that's posted.Are there any other options?

To my knowledge, there is not a built-in way Today in Teams to cover the user case you have in place

Teams Group Chat for Help Desk Support | Microsoft Community Hub

jcgonzalezmartin
MVP
Oct 09, 2021
To my knowledge, there is not a built-in way Today in Teams to cover the user case you have in place
PeytonMcM
Brass Contributor
Aug 18, 2023
Hi Steve,
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/
Peyton
PeytonMcM
Brass Contributor
Mar 26, 2024
We have developed an enterprise support application fully integrated with Microsoft Teams.
The basic version is here: https://www.addchime.com/tour-teams.html
The SaaS version with lots of AI integration is here: https://www.chimev5.com/
We have added integration with Microsoft SharePoint so that SharePoint content can be indexed and easily searched during a chat session