How Triage Teams work on Microsoft Teams

Queues

A Queue is where tickets live and are triaged. With queues, tickets can be routed to specific teams in Microsoft Teams so your workplace requests can be routed properly. You don't need your IT requests getting mixed in with your Marketing requests!

Triage Teams and Triage Channels

A Queue is connected to a triage team in Microsoft Teams. A triage channel is the triage team channel where your agents see and interact with tickets. When a ticket is created in a Queue, all updates and messages related to that ticket will be synced to the triage channel for your agents to manage requests.

To set up a triage team, a Halp admin must first add the Halp bot to a team. Once the Halp bot is added, the admin can select whether the team should be used as a request team or a triage team. To create a triage team, select the “As a Queue” option.

Once the Halp admin selects the “As a Queue” option, two things may happen:

If there are any Queues that aren’t connected to a team in Microsoft, the admin can choose an existing Queue to connect to the team or create a new queue.

If all Queues are connected to a team in Microsoft, a new queue will automatically be created.

Once the triage team is configured, details about the selected or newly created Queue can be found in the Halp web app (Settings > Queues). In the halp web app, Halp admins can view users that are members of the Queue, add Queue specific forms and form fields, and archive the Queue if an admin did not intend to create it.

Please note that once the admin finishes configuring the triage team, members of the Microsoft team will become Halp agents. This will affect your billing. If a user is already a member of an existing triage team, and therefore already a Halp agent, you will not be double charged for them.

Request Teams

Request teams are Microsoft teams where tickets are created. Like triage teams, request teams are connected to a single Halp queue. When tickets are created in any of the teams channels, these tickets will be routed to the teams associated queue. 

For instance, a marketing Microsoft team may be a request team that is connected to a marketing Queue, while a IT Microsoft team may be a request team that is connected to an IT Queue. When a ticket is created in either of these teams, the ticket will be routed to the teams associated queue.

To set up a request team, a Halp admin must first add the Halp bot to a team. Please note that if a non-Halp admin adds the bot to a team, the team will automatically be connected to the default Queue and all tickets created in any of the teams channels will be routed to the default Queue.

If the user adding the Halp bot is a Halp admin, he or she will be asked whether the team should be used as a request team or a triage team. To create a request team, select the “For requests” option.

Upon selecting “For requests”, the Halp admin will be prompted to select a Queue to connect to the team.

After selecting a Queue, all tickets that are created in any of the teams channels will be routed to the selected Queue. The selected Queue will also determine which forms will be available to users in that team.


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