Two Way Communication with Helpdesk/Tickets

[paulcole]

Hi All,

I am trying to use Teams as a communication hub between our employees and support team. Before you read the below, we use Zapier to automate many functions in our business and below is based on that.

Use case is as follows:

1. Employee action in our CRM triggers the creation of a ticket in our current Helpdesk solution, FreshDesk.

2. Using email as a two-way communication tool for these tickets gets messy and things get missed.

Could it work as follows:

1. Employee action in our CRM triggers the creation of a New Channel in Teams.

2. New Channel triggers a Ticket in a Helpdesk (not locked in to FreshDesk).

3. Channel and Ticket are now linked so that replies in the channel are sent to the ticket and replies on the ticket are sent to the channel.

If you are aware of any Helpdesks that integrate with Teams and provide this functionality, that would be great. To be clear, all triaging and ticket based work can be completed in the Helpdesk

[#2]

Alternate workflow:
1. Employee action in CRM triggers creation of a new Ticket (via Zapier)
2. New ticket triggers the creation of a New Channel in Teams
3. Channel and Ticket now linked so that two-way communication happens in this channel rather than via email.

[#3]

@paulcole - Please try Zervise. It has full integration between a web based interface and Microsoft Teams and you can use them interchangeably i.e. Employee action can be in web form while tickets are handled in Microsoft Teams. Tickets are also visible in web form as well.

Thanks,
Probodh