Teams and external Customers

[Timothy Coup]

Hi,
We are in the early stages of setting up our environment, and one feature we were particularly excited about is the Microsoft Teams integration. Unfortunately, it doesn’t seem to be working as we expected.
Our goal is to allow the companies we support to raise tickets via Teams. We assumed they could simply add the Assist app to their Teams environment, message us there, and have those messages converted into tickets.
However, during setup, it appears this functionality only works within the same Microsoft tenant, and users need to be part of a private chat.
Could you confirm whether what we’re trying to achieve is possible?
Thanks,
Tim