Starting a Microsoft Teams chat from a TeamDynamix ticket

Information on how to start a Teams chat from a ticket or from the TeamDynamix mobile app.

Questions

• Can I start a Teams chat from a TdX ticket?
• How do I start a Teams chat from a ticket?
• What do I need to do to start a Teams chat from TeamDynamix?

Environment

• Staff and students who work with work requests (tickets) in TeamDynamix work management
• Must be assigned the correct security roles

Resolution

This instructions describe how to use the integration with Microsoft Teams to start a chat in Teams from within TeamDynamix. Users can start Teams chats from two places in TeamDynamix: 

• Starting a Teams Chat from a Ticket
• Starting a Teams Chat from the Mobile App 

Starting a Teams Chat from a Ticket

Ticket agents can start a Teams chat with members of the Bowdoin community directly from a ticket detail page, using a new option in the Actions menu. Follow these steps to start a Teams chat:

1. From the Ticket Detail page, select Actions > Start Teams Chat
2. On the page that opens, review the people associated with the current ticket and choose the ones you wish to chat with
3. If you are starting a chat with more than one person, optionally provide a title for the group chat. 
4. Click Start Teams Chat to launch a Teams chat with the specified people and a link to the Ticket. 
5. Review the list of people included in the Teams chat to ensure that Teams was able to find the necessary people. 
   1. Matching is based on the customer's email address matching between TeamDynamix and Teams, so there may be times where a user is not able to be matched. There also may be people who are not available in Teams. 

Starting a Teams Chat or Call from the Mobile App

In the TeamDynamix mobile app, administrators can choose whether to display phone call and text buttons or Teams call and chat buttons. When Teams Chat is enabled, follow these steps to contact a person from within the TeamDynamix mobile app: 

1. Log in to both the Teams and TeamDynamix mobile apps.
2. In the TeamDynamix mobile app, navigate to the Person Detail page (either through the search or from a ticket or other work item). 
3. On the Person Detail page, tap the Call or Chat button for the person to start a call or chat in Teams.