Teams Integration
Through the Teams integration, it will be possible to use Microsoft Teams for the following activities with Deepser:
- Open New Tickets
- Modify basic information (Status, Assigned User, Priority)
- Read/Add comments
- Receive notifications
NOTES:
- (internal) End users can only add comments to a ticket.
- Other types of users can also modify Status, Assigned User, and Priority.
Enable API for a User
Team Integration is based on Deepser API, so the creation of a ticket from Microsoft Teams must be associated with an existing and well-configured admin user.
Therefore, you need to enable the Token for the user you want to authenticate.
To do that, you have to login into Deepser as a System Admin.
Go to the Configuration for the User you want to enable to token Authentication through API.
The menu in Deepser is System > Permissions > Users and then select the user you need to enable for token authentication.
PLEASE
NOTE: If the
“API Token” field isn’t visible, expose it by pressing the edit form button.
Then expose the field by using drag and drop.
You can use the three buttons to perform automatic actions on the Token: generate, delete or copy to clipboard.
Enable Teams Integration
In the Configuration menu of Deepser accessible from System > Configuration > INTEGRATION – Configurations you can set Teams integration as enabled and save:
Once the integration is enabled, a new item will be available in the menu:
Deepser – Configurations
To proceed with the integration configuration, you will first need to create an ‘App Configuration’.
Then click on Integration > Microsoft > Teams > App Configuration, and then on the ‘+ Add App Configuration’ button:
The configuration screen for our app will open:
Specifically, if you create a new app configuration, you will be asked for the following information:
Field | Definition |
Name | Through this field, you can set your own custom name for the integration. |
Api User | Team Integration is based on Deepser API, so the creation of a ticket must be associated to an existing and well configured admin user. Follow the instructions in the “Enable API for a User” section to do it. |
Status | Field that enables or disables Team Integration with the current app. |
Default Operation Status | Determines the default status of a ticket when created through Teams. |
Default Operation Type | Determines the default type of a ticket when created through Teams. |
Microsoft Id Field | With this field we associate a Deepser user with a Microsoft Teams user. The Microsoft ID is the main field used to associate users. In the case of a standard configuration with provisioning enabled, the field will always have the value ‘External User ID’. |
Notify Assigned User | Indicates if the assigned user of the ticket should be notified via Teams. |
Notify Assigned Group | Indicates if the assigned group of the ticket should be notified via Teams. Check the “Channels” section of this article for more information. |
Notify Requester User | Indicates if requester user of the ticket should be notified via Teams. |
After compiling and saving the app, two green buttons will appear at the top right of the screen:
The first step involves downloading the app to be installed on Teams. By clicking on ‘Download App’, the zip package will be downloaded to be uploaded to your organization on Teams.
Teams Admin Center – Configurations
After downloading the zip package, it will be necessary to upload it as an app in the Microsoft Teams admin center.
So we access to: https://admin.teams.microsoft.com/
and navigate to the section: Teams apps -> Manage Apps.
Next, upload the zip file previously downloaded from Deepser by clicking on ‘Actions -> + Upload new app’:
Once the app is uploaded, we can then search for it among our apps to set the app’s availability (to everyone or to specific users or groups):
After doing this, we will need to wait for the app to propagate in Microsoft Teams.
NOTE: The time required for an app to propagate in Microsoft Teams can vary. Generally, propagation can take anywhere from a few minutes to an hour. However, in some cases, it may take longer depending on the complexity of the app and the organization’s settings.
We can now apply visibility policies:
- Go to “Teams apps” -> Setup policies.
- Click “Add” to add a new policy.
Under “Installed apps,” add “Deepser Bot.”
Under “Pinned apps,” add “Deepser Bot” and place it where it is most convenient.
Once the policy is created, switch tabs and go to “Group policy assignment”, click “Add” and add the group to which you want to apply the policy:
Adding the Deepser Bot App to the menu is important because users can receive notifications and create new tickets within it.
NOTE: The time required for a policy to propagate in Microsoft Teams can vary. Generally, propagation can take anywhere from a few minutes to an hour. However, in some cases, it may take longer depending on the complexity of the app and the organization’s settings.
Final Configurations – Teams and Deepser
Once the app has propagated, it will be necessary to access Teams and search for ‘Deepser Bot’ among your apps and add it to Teams and the navigation bar:
Now that can we access the app from the Menu, we can clicking on it and proceed the configuration. After accessing to Deepser Bot from Teams, we can execute “config” prompt:
And send it:
Then the following form will open:
As input for the prompt, it will be necessary to provide the configuration from Deepser. So we return to the configuration screen of our app in Deepser and click the ‘Copy Configuration’ button:
Once this step is complete, we return to the Deepser Bot in Teams, paste what we copied from Deepser, and save it:
Now all it’s configured.
NOTES:
- The configuration procedure on the Teams App side is enabled for all users for the initial setup, but only for Deepser administrators for subsequent configurations.
- Please note that on every change of the Deepser App Configurations (for example, in case of a status change, operation type change or other), it will be necessary to repeat this procedure to apply the configuration changes on the Teams side.
Ticket creation from Teams
Now that everything is configured, authorized users can proceed to create tickets by sending the ‘ticket’ prompt:
The app will respond with a message through which it will be possible to open a ticket clicking on “Create Ticket” button:
The user can set “Title”, “Urgency” and a little “Descritpion” for the ticket and clicking on “Submit” button the ticket will be created on Deepser.
When a change is made to the ticket or a comment is added in Deepser, users can receive a notification (based on the Deepser App Configuration). Below is an example:
Clicking on “Update” button, you can access on ticket edit from Teams:
On this form, if the user is a Deepser “End-User” can only add a comment as response.
If the user is admin, agent or key user can edit some basic fields like “Status”, “Assigned User”, “Priority” and Comments.
Furthermore can read the list of all related ticket comments.
Clicking on “View Ticket” button will open the ticket in Deepser End-User Portal.
Channels
In the Teams integration for Deepser, adding the app to a specific Teams channel will also create a “Channel” record within Deepser.
Channels created in this way will serve to convey notifications directly to a specific group:
The channel configuration can be done in the following ways:
- During setup, if after configuring the app we add it to a Teams channel, the entity is created.
- Through a command to be executed within the channel (upload channels).
Once the channel records have been created in Deepser, it is necessary to configure them adding related groups:
In the given example, the “Support Group” is linked to the “Support” channel in Teams. Consequently, any ticket assigned to the “Support Group” in Deepser will be notified through Teams in the corresponding “Support” channel (Only if no Assigned User is specified for the ticket).
