Microsoft Teams Integration with Puzzel Case Management

To integrate Microsoft Teams with Puzzel Case Management, you need to:

  1. Go to Microsoft Teams, Create a new Team by clicking on the Join or create a team tab at the bottom left and select Create a team option. You can also connect an existing team to Puzzel Case Management. If you already have a team, go to step 4.
  2. Click From Scratch box and choose if the team needs to be Private or Public based on your requirements.
  3. Give an appropriate name for the team and click Create. You can also add members to the team at this point or skip to add at a later stage.
  4. Go to the newly created team[or an existing team you wish to connect Puzzel Case Management to] and select General under it. Click on the three dots against it to reveal the menu options.
  5. Select Connectors, then search for Incoming Webhook and click on the Add button.
  6. Click on Configure option, specify a name for the webhook connector and upload an image[a default image will be assigned if no image is uploaded]. Click Create.  A Webhook URL will be generated for you. Copy the URL to clipboard as you will need to save this at the Puzzel Case Management end.
  7. Click Done to finish the process.
  8. In Puzzel Case Management, click on Settings -> Integrations -> Outbound Integrations -> Webhooks.  Click on New Webhook and copy the URL from Microsoft Teams into the URL bar.  Give your Webhook a name, make sure Method is set to POST, and Authenticates via is set to None.  Click Save.
  9. As a next step, create your Schema by navigating to Settings -> Integrations -> Outbound Integrations -> Schemas.  Then click “New Schema”.  Give your Schema a Name, and set Content Type to JSON.  Copy and paste the below Content in the Content box
{
"text": "Hello, Customer: {{customer:name}} has an escalated case requiring your attention. Link: https://example.logicalware.com/tickets/{{ticket:ticket_ref}}"
}

 

You can use placeholders in your Schema which will dynamically populate with the relevant attributes.  For a list of full placeholders visit this help article.
  1. Create an Event Rule condition to trigger your webhook.  Settings -> Productivity -> Event Rules. Learn more about creating Event rules here.
Example use case

As a supervisor, I would like Microsoft Teams to notify me when an agent assigns a case directly to me. This will help me navigate to Puzzel Case Management through the link provided in Teams.

In the above example, I would create an event rule with a condition which looks as shown below. In the ‘Rule Actions’, select the webhook and the schema which should be used when the conditions of my rule are met.

A notification will be sent to Teams if a ticket is assigned to you as shown in the image below.

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