Title:
- What is your original issue/pain point you want to solve?
a) Faster notifications to agents about tickets assigned to them. Be it a new ticket or alerts for an existing ticket.
b) Another way for users to submit tickets to the helpdesk.
c) Less friction for users to create or reply to a ticket. - Which are one or two concrete situations where this problem hurts the most?
a) We’re a small, 3 or 4 person IT group supporting 350 people across the country. We don’t always have zammad open or our e-mail open. This would allow us to reply quickly for important or urgent tickets.
b) Also allow us to quickly update a ticket without opening Zammad? - Why is it not solvable with the Zammad standard?
While Microsoft Graph API is already in there for e-mail, there isn’t a way to send e-mail to a Teams Chat. - What is your expectation/what do you want to achieve?
I would like to send messages to a Teams chat as a communication channel, and receive those chats into a ticket as part of the communication history.
Your Zammad environment:
- Average concurrent agent count: 3
- Average tickets a day: 2
- What roles/people are involved: Helpdesk, Server Admin, soon to add building maintenance, and other groups.