Set up Microsoft Teams escalations

Escalate tickets to Microsoft Teams with a report written from your escalation template, and get the team's updates back on the ticket as internal notes.

With Microsoft Teams connected, your agents can escalate a ticket to the people who work in Teams. Pluno writes the report, posts it to Teams, and carries what matters back to the ticket.

Microsoft Teams works like the other escalation destinations, such as Slack or Jira.

What Pluno does with Microsoft Teams#

  • Writes the escalation report from the conversation, so your team does not have to ask the customer again.
  • Posts the escalation to Microsoft Teams, where your engineering or product team already works.
  • Brings the team's updates back to the ticket as internal notes, and drafts the next message for the customer.

What an escalation looks like#

Pluno writes the report from your escalation template, the same as for every other destination, so it contains the details your team asked for.

The agent can read and edit the report before Pluno posts it. The ticket then gets an internal note with the link, just as it does for Jira, Linear and Slack.

Notes and update sync#

Your team answers in Teams, as they would for any question. Pluno reads their replies and decides whether the support agent needs to know, following your escalation workflows.

When an update matters, Pluno handles it the same way as for Jira, Linear and Slack:

  • It adds a private internal note to the ticket.
  • It prepares a suggested message for the customer if there is something new to tell them, or sends the update itself in autonomous mode.

See what happens after an escalation for the full picture.

Connect Microsoft Teams#

The Pluno team connects Microsoft Teams for you.

Book a call with the Pluno team, or email us.

Next steps#

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