Teams chats for a Service Desk - Preventing customers queue jumping

New Contributor

Hi!

 

I'm looking to find a solution to an existing cultural problem I have with my team and a wider business. I manage a Service Desk in a large business where our internal staff will message our team directly for requests.

 

Our Senior leadership have been asked to cascade down that this is a problem behaviour as it leads a number of issues but the problem persists. 

 

I wanted to find a solution that restricts the wider business from starting a chat with the selected users but still allows those users to initiate and close a chat. 

 

I know there is the supervised chats option but I'd rather not roll out to the whole business due to the size and scope. 

 

Is this an issue anyone else has experienced or might have a solution for?

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