Hi

Is there a way of starting a chat with an end user from within a ticket?

Driving all communications through a ticket is easy enough via the Reply functionality, this still relies on emails.

What I'd really like to be able to do is for my agents to start a Teams chat to the requester directly from  within the ticket & for the chat to be captured in the conversations tab.

Has anyone managed something similar, maybe adding something in the right hand panel?

We do have Teams enabled & I can work through the SDP Cloud App but I can't see this is any different than running SDP in a browser window - unless I'm missing something obvious.

Thanks

Mark