What is the Microsoft Teams Service App?
Frequenly Asked Questions
How does chatting in the Microsoft Teams Service App work?
Contacts can create and manage support requests in two ways:- Messenger Embedded Application
- Native Teams Direct Messages (DMs)
- Messenger Embedded Application
- Native Teams DM
1
Find the service provider's app
Contacts can find the service provider’s app by searching in the View more section of the Teams app menu or clicking on the pinned app.
2
Chat or create a request
From the app page, they can interact with open threads or create new requests using the Chat or Request button.
Will my service team see messages and attachments sent in a Group Chat?
Will my service team see messages and attachments sent in a Group Chat?
Yes! All messages, images, and files sent in a Group Chat are added to the thread conversation in Inbox and synced with the PSA ticket.
What happens if a contact adds a teammate to a Group Chat?
What happens if a contact adds a teammate to a Group Chat?
The new participant is automatically added as a CC’d contact in both the thread and the PSA ticket. If a contact leaves the chat, they are removed from both.
What happens if a contact starts a video or audio call in a Group Chat?
What happens if a contact starts a video or audio call in a Group Chat?
Currently, this functionality isn’t supported in Inbox, and calls won’t appear as messages. Video and audio call support is on our roadmap—let us know if it’s valuable to you!