Work on issues in Microsoft Teams

Chat connects your service project with either Slack or Microsoft Teams to create issues directly from messages. When customers ask for help in chat, your agents respond, transition issues, and close requests — all without leaving Slack or Teams.

You can take various actions in Teams that immediately syncs with the issue in your service project.

Add comments

To comment on an issue, select Reply on the issue card. Comments show to anyone with access to the card.

Add internal notes

To add internal notes to issues, select Reply on the issue card from the triage channel. Check the Send as private note option before selecting Send, and the message only posts to other agents in the triage channel. The requester won’t see any private notes.

Approve or decline requests

To approve or decline a request, select the relevant button on the issue card in your chat with Assist — for example, selecting Approve approves the request so it can move to the next stage of its workflow, and selecting Decline declines the request.

Once you approve or decline the request, the card displays a timestamped notification recording your decision. You can also use View details to open the issue in your service project.

Assign an issue to yourself

To assign an issue to yourself, select Take it on the issue card in the triage channel.

Change the status of an issue

Before you can change an issue’s status, first assign it to yourself.

Once assigned, to change the status of an issue:

1. Visit the Assist tab on the lefthand panel.

2. Select Requests at the top of your screen.

   1. If you have requests open as a customer, you need to select My issues in the menu to see those assigned to you as an agent.

3. Once you find the issue to transition, select a new status from the menu.

4. Select Save.

You can close an issue directly from the card in the triage channel.

View issue details

To see all of an issue’s fields, use the View details button on the card. This option shows in both the triage channel and in the Assist app home.