To enable the Microsoft Teams integration, go to Configuration > Integrations, and enable the module using the plus icon in the top right hand corner of the Microsoft Teams menu icon. Once the module has been enabled, click the menu icon to begin configuring it.
This integration allows you to post notifications to channels in Microsoft Teams, just like you would send notifications via email to your technicians. The first configuration step requires setting up a connector for a Channel in Microsoft Teams. To do this, find a channel you'd like to send notifications to, hover over the three dots and select "Connectors":
On the Connectiors screen, search for "Incoming Webhook". Once you have found the option, select configure to setup a new connector.
Choose a sensible name for your connector, and upload an image if you would like too. Once happy, select Create and this will generate you a new URL for your connector.
Take a copy of this URL, and then head back to the Microsoft Teams module in your Halo application.
The next step is configure an outgoing webhook in Halo. Within the Microsoft Teams module there are three buttons. The first two buttons allow you to view all of your current Webhooks that you have created, and the second one takes you straight to the Webhook creation screen.
Clicking create Webhook will default the Webhook Type of the new Webhook to "Microsoft Teams Webhook". This option is essential, otherwise the notification will fail to post to Teams. The URL obtained from the Teams connector in the earlier step should be copied into the Payload URL field. The configuration of the Webhook events is not covered in this guide.
When the Webhook is triggered, the server program running in the background will send the notification to your Teams channel. A button will be available allowing you to easily open that ticket in your Agent web application in a new browser tab.
The details part of the notification can be customised to include specific information from the ticket that you're being notified about, the same way that this information gets added to emails. To do this, click the View Templates button in the Microsoft Teams module.
Choose the template that corresponds to your Webhooks events, and customize the details for that template.