Hi - we have an issue and wondered if others have experienced the same and are there suggested solutions.When an agent replies to a ticket it sends a notification to the Service Bot on Teams The post has a clear “Reply to ticket” button, but some users reply to the chat instead The Bot then tries to reply to the user comment, but it is totally unrelated to the ticket User gets frustrated when the Service Desk keeps asking the same question, because the user is replying (so they think) but the ticket is obviously not being updated as the user did not use “reply to ticket” Obviously this is a user education issue - but I wondered if there are any cool solution ideas. We do not want to switch off the functionality because a tiny percentage of users are confused.

Reply to ticket option on Service Bot - missed by some users

Hi - we have an issue and wondered if others have experienced the same and are there suggested solutions.

When an agent replies to a ticket it sends a notification to the Service Bot on Teams
The post has a clear “Reply to ticket” button, but some users reply to the chat instead
The Bot then tries to reply to the user comment, but it is totally unrelated to the ticket
User gets frustrated when the Service Desk keeps asking the same question, because the user is replying (so they think) but the ticket is obviously not being updated as the user did not use “reply to ticket”
Obviously this is a user education issue - but I wondered if there are any cool solution ideas.
We do not want to switch off the functionality because a tiny percentage of users are confused.

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