Requester Notifications Not Working in MS Teams

[Cohen Muller]

Hi, when users create a ticket in Teams, they are sent an initial notification that the card has been created, but they don't get any follow up notifications if an agent replies to the ticket. It says here https://plz.halp.com/article/5k347f7jqi-activity-feed-notifications-in-teams that requesters receive notifications whenever someone adds a comment to the ticket, but this isn't happening. Do they have to be in the private triage channel with the agents for this to happen? Thanks

[Tomislav Tobijas _Koios_ · Accepted solution]

I was testing Teams integration with the JSM Chat feature, and notifications worked just fine. For example, when someone left a comment on a Jira ticket, the user would get a notification in Assist chat about the update (and the comment would be visible - if it was a public comment on the Jira side). Also, whenever the issue was deleted, the requester would receive a notification for that as well.

That's for the JSM Chat feature, but I didn't test out integrating Halp/Assist directly in Teams.

[Cohen Muller]

Thanks for the reply, I think I found the solution. I just had to give org-wide permissions to the Assist app on teams, it seems to now be notifying the requester when a comment is added.