Forum Discussion
"Share to Outlook" to include Chat sender's name in "from" field
Kyle Blevens Well,I agree in principal. The reason we'd change the email sender is that the the support desk software relies on the sender's address to correctly label and prioritize the support tickets that are created via email.
This would by no means be a publicly available function, but only for our support techs to be able to forward emails that they have received from our staff, which we are trying to encourage to send directly to the support queue.
Its an interesting "problem" that has come up with our implementation of TEAMS (for all of two weeks old now). Now, staff will start a chat with "their" trusted support tech rather than throw their questions into the common queue.
Per your suggestion of the cut and paste of the address, we're trying that that now.
And even if we couldn't do the sender's address fix up, it would be nice to have a button that they could push that would automate the sending... via a script or program that extract the chat contents and then send to the support desk queue email. --- L
lkeyes Ahh I see, that's helpful context. Tricky to solve.
I don't know the content or sensitivity in what kind of support questions are being fielded, but another great option could be to set up a particular team with one or more channels for different support topics, and establish that as a place to reach out.
The support folks can adjust their notification settings for the channels so they get a notification for each new post to make sure they don't miss them. Or figure out a triage process and then the right individuals can be @mentioned as needed.
This suggestion obviously doesn't address getting these into your support tool, but that may be feasible as well by building a Teams app or bot! And it lets the folks who clearly prefer reaching out via Teams do so in a more centralized and managed way.