New Enhancements in Zoho Desk and MS Teams Integration

New Enhancements in Zoho Desk and MS Teams Integration

Hello all, 

We are super excited to announce some new enhancements in our Zoho Desk and MS Teams Integration.


Zoho Desk and Microsoft Teams integration deliver a unified platform for optimal management of support tickets in a single workspace. To provide enhanced functionality we have brought in a few interesting updates. In this release, we have: 


  • Enhancements in the Tickets View
  • Introduced Channel and Personal Bot


Let us look at these updates in detail. 

Switch between the tickets view

Until now, users were allowed to integrate Desk's Tickets module as a tab inside their organization's Teams interface. This integration enabled support executives to view, create, or solve tickets quickly without leaving the Teams interface.


Now, we have provided the option to add multiple Desk tabs and choose the desired ticket view once rendered. For instance, you can add multiple tabs for different departments with desired ticket view. Once the Desk tab is rendered in the MS Teams channel, users can switch between the ticket views within the same tab.

Introducing Channel and Personal Bot

Generally, users can set up a bot in MS Teams to enable seamless live communication between them. To provide improved collaboration, Desk users can now set up both channel and personal bots in MS Teams .
  • Channel Bot - With the help of channel bot, users can track what other users have been talking about. For instance, users can get to know about the resolution of a critical support ticket. They can customize the notifications, enable message extensions, find specific or recent tickets, create new tickets, and more!

  • Personal Bot - Personal bot is user-specific, which allows users to receive messages and notifications specific to their profile in the Desk portal. Users can also view the agent's dashboard and queue.

To know more about ticket views, bot installation, and Desk and Teams Integration, refer to the below-given help docs.

We hope the new enhancements will help you enjoy your experience with Zoho Desk even more!

These updates are released for all users. Do give it a try and let us know your feedbacks.
Have a great day!
Varsha P

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