Agent actions

Agents can work on the service-related tickets created by the employees.

• Request based chat - Start and import chat from classic view
  Initiate a conversation with the requester to resolve the ticket.
• Request-based chat - Start and import chat from Workspace
  Initiate a conversation with the requester to resolve the ticket.
• Request-based chat - Start chat with guest user from a record
  Start a Microsoft Teams chat with the guest user of an external and allowed domain through a record.
• Request-based chat - Start and import chat as guest user from classic view
  You can start a Microsoft Teams chat with an external organization user and import chat after you are invited to their chat.
• Promote chat to a call from workspace
  As an agent, you can initiate a chat with the caller from the workspace to quickly resolve the issue.
• Add communication plan from MIM workbench
  You can create a new communication plan or add a new communication task to an existing communication plan from the workbench.
• Add collaborative communication task from MIM workbench
  You can create a communication plan or add a new communication task to an existing communication plan from the workbench.

Parent Topic:Use ITSM and HRSD integrations with Microsoft Teams