Teams Setup

Getting Started with ClearFeed and MS Teams

ClearFeed now supports triaging customer requests from Slack while syncing with Microsoft Teams. This enables teams to manage and respond to MS Teams messages from a centralized Slack Triage Channel, ensuring streamlined collaboration and faster resolution.

Authorization of ClearFeed: An Azure organization admin must authorize ClearFeed via the OAuth flow. This is a one-time activity.

Adding ClearFeed to Your Team(s): By default, only MS Teams admins have the authority to install apps or bots like ClearFeed. However, this is configurable and will depend on your existing account settings.

Integrate with Teams

Follow these steps to integrate Microsoft Teams with ClearFeed:

1. Navigate to Settings → Integrations

2. Authenticate with Microsoft Teams

   • Click Connect Teams and log in using your Microsoft account.

   • Grant the required permissions to allow message synchronization.

3. Download the Teams app package

   1. On your Teams instance, open the Manage Your Apps section

   2. Choose to Upload an App

   3. Upload the downloaded App Package

4. Select Channels for Sync

   • Choose the Microsoft Teams channels that you want to sync with Slack.

5. Create a Teams Collection

   1. Choose the Teams channels from where messages will come to Slack

   2. Select a relevant Triage Channel

   3. Optional: Enable Ticketing to Zendesk/Freshdesk - each Team's request will create a new ticket.

Work on Teams Requests from Slack

Once you create a Teams Collection on your ClearFeed account, any new conversation from your Team's channels will be shown on your account and triage channel (if it is configured).

1. Customers create conversations on Teams channels

2. These conversations come on the Triage channel

3. ClearFeed keeps the conversations between Teams and Slack in sync

FAQs

1. Can ClearFeed monitor private or shared channels from MS Teams?

Answer: Currently, ClearFeed cannot monitor private and shared channels on Teams as bots cannot be added to such channels on MS Teams.

1. Can we be a part of our customer's Teams account and use ClearFeed?

Answer: No, you would need to create your own MS Teams instance and invite your customers to your account as Guest users. As a best practice, we advise you to create one Team per customer on your Teams account.

ClearFeed enables seamless triaging of customer requests from Microsoft Teams to Slack, allowing support teams to centralize and manage all incoming queries without switching between platforms. With this integration, messages from configured Teams channels automatically sync to Slack Triage Channels, enabling faster response times and smoother collaboration.

Additionally, support teams can convert messages into tickets, track responses, and ensure that all customer interactions are synchronized across both platforms.

Initial Setup Requirements: Permissions

To integrate ClearFeed with Microsoft Teams, certain permissions must be granted to allow message synchronization and ticket creation:

1. Authorization of ClearFeed in Microsoft Teams

   1. A one-time authorization via OAuth is required by an Azure organization admin.

   2. This step ensures that ClearFeed can access the necessary Teams channels for message syncing.

2. Adding ClearFeed to Your Team(s)

   1. By default, only MS Teams admins can install apps and bots like ClearFeed.

   2. If restricted, your admin may need to allow the installation in the Teams App Store settings.

Tip: If you’re unsure whether you can install ClearFeed, check with your MS Teams administrator to review your app permissions.

Once the necessary permissions are checked from your end, follow the below steps to get started:

1. Integrate ClearFeed with MS Teams

2. Installing ClearFeed on Teams

3. Set up MS Teams Collection