Jul 05 2019 02:11 AM
Jul 05 2019 02:11 AM
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
Jul 05 2019 02:25 AM
Jul 05 2019 05:08 AM
Hi @Himanshu Singh,
I think it depends on your demands for the "servicemodule". The combination of Teams and Planner boards can be a powerful thing but for most cases, the abilities are too limited as already mentioned above.
In any case, Teams/Planner is a great thing to support your Service team especially when your Service module is integrated into the team.
Jul 05 2019 09:10 AM
Jul 06 2019 11:19 AM
Jan 29 2020 07:18 AM
@Himanshu Singh We are currently trying to intergrate teams for a helpdesk. We only have about 50 members at work, and my plans are to use sharepoint pages and lists like another user mentioned, then create bots that can either respond in teams or Outlook using flow. At least that is the plan.
Jun 24 2020 05:56 AM
This would be interesting, right now we just use an exchange mailbox to keep track of calls. its fairly low volume. Just a few per day, and only 3 people accessing it. I was thinking Teams might be a better option than the mail boxes. If we can get people to use it and stop using the phone or email.
Aug 16 2020 09:26 PM
We are using teams for my help-desk. It mostly works. I would like to have a follow up queue to follow up with Customers/Guests.
We have 50+ direct customers (Hotels/RVparks) and we have created a Channel for each site some have Sales and Office support.
Customer1 (all of their Guests support calls go here)
Customer1 Sales (all of their Guest Sales calls go here)
Customer1 Support (all of their Office support calls go here)
Jan 19 2021 08:34 PM
I get it relies upon the usefulness you need and the yields. On the off chance that you mean could it be utilized as a gathering for clients and visitors to have their inquiries replied to? Indeed, it could and I realize a few organizations today doing this. Will Teams work like a develop uphold application like Zendesk? At that point, the appropriate response is no at the current time. It doesn't presently permit things like case/ticket the executives for instance. It can't write about SLA's, it wouldn't have the option to give clients a report on the status of their request or issue.
Notwithstanding, you can coordinate applications like ZenDesk with Microsoft Teams - and I realize that the Microsoft group is thinking about accomplishing something like this later on.
So all things considered, I would state at the current time I would utilize an application, for example, Zendesk, and fitting it into Teams as to attempting to cause Teams to accomplish something it lacks highlights for to offer an excellent help/helpdesk experience for the two clients and the clients.
Hope this is fine
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