Granular control over notifications sent to Teams
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Ryan Shelvik
Right now, every little thing that happens on a thread goes to teams.
Magic AI stuff, ticket updates, status changes, etc.
And it mostly goes to the channel that is connected to the flow that is handling the new thread.
Granular control over notifications would allow for me to reduce the noise down to one notification per ticket. I would love to be able to glance at teams and say "I've quickly reviewed every new thread that cropped up this morning to make sure there isn't anything I should take care of before I leave for the office" - right now, that takes a lot of scrolling.
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Ricky Balmaceda
Merged in a post:
“Proactive Messages” notifications: ability to mute notifications in Teams when contacts want to continue chatting via email
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Cole Wylde
While it's helpful to have all tickets (and not just thread chats) show up in MSFT Teams Service app, some customers report that Teams can feel too noisy when a back and fourth is happening.
Specifically, if a customer wants to continue chatting by email ("this is a low pri ask that I'll continue mailing on"), receiving notifications for both technician replies and contact replies in Teams feels noisy and annoying.
In these instances, how might we mute or reduce the notification volume for scenarios where a contact continues chatting via email?
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Ricky Balmaceda
Merged in a post:
When the contact is the resource, don't notify in the Teams Service App
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Don Bentz
We have the Teams Service app installed in our internal tenant. Our staff are getting extra notifications from the Service App when they are assigned as the contact on a thread where they are also the resource.
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Ricky Balmaceda
Merged in a post:
More notification options
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Nathan McNeff
Being able to get granular with Teams notification options so that we can disrupt the end user less but they can still see all tickets regardless of origin.
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Mark Alayev
Hi Nathan, Any recommendations on what you would like to show vs what you would like to suppress?
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Nathan McNeff
Mark Alayev: I've gotten a few comments from clients that the amount of notifications they get is too much. Having the option to view tickets not opened through Messenger without getting the notifications for them would be great.