TABLE OF CONTENTS

• Overview
• Instructions
  • 1. Integrating your MS Teams into SupportLogic
    • 1.1 Method 1: Through the Share Icon
    • 1.2 Method 2: Through the My Alerts Page
  • 2. Configuring Alerts to notify yourself/colleagues/case owners and Channels.
    • 2.1 Notifying Individual Users:
    • 2.2 Notifying Channels:
  • 3. Configuring "SupportLogic" bot user to enable alerting to Channels(public & private)
    • 3.1 Configuring Alerts for Public Channels:
    • 3.2 Configuring Alerts for Private Channels:

Instructions

1. Integrating your MS Teams into SupportLogic
2. Configuring Alerts to notify yourself/individuals/case owners and Channels.
3. Configuring "SupportLogic" bot user to enable alerting to Channels(public & private).

1. Integrating your MS Teams into SupportLogic

You can integrate your MS Teams account with SupportLogic using either of the following methods: 

1.1 Method 1: Through the Share Icon

Step 1: Sign in to the SupportLogic dashboard using your preferred method (SupportLogic account, Slack account, or Okta account) at `https://<company-name>.supportlogic.io`. Navigate to either the "Console" page or the "Backlog" page.

Step 2: Click on the share icon within the sentiment cards as shown in the below screenshot.

Step 3: Click on the "Email" drop down menu

You will be redirected to the Microsoft Teams sign-in page for authentication. Once you have successfully authenticated, your MS Teams account will be integrated with SupportLogic, and you can begin configuring alerts and sharing cases.

1.2 Method 2: Through the My Alerts Page

There is another way to sign in and integrate your MS Teams account. Once after you are successfully logged into SupportLogic UI,

1. Click "My Alerts" page on the right side navigation panel
2. Click on any existing alert in your list
3. On the right hand side panel, locate the dropdown menu below "Notification Method" and click on it.
4. Click MS Teams
5. Click "Sign into MS Teams" to initiate the sign-in process. You will be redirected to the Microsoft Teams sign-in page for authentication. After successful authentication, your MS Teams account will be connected to SupportLogic

2. Configuring Alerts to notify yourself/colleagues/case owners and Channels.

Once your MS Teams account is integrated (ensure the **MS Teams** option is enabled; if not, follow the integration steps above), you can configure alerts to be sent to various recipients:

2.1 Notifying Individual Users:

• When setting up or editing an alert, locate the recipient search bar.
• Type the "@" symbol followed by the name of the MS Teams user you wish to notify.
• A list of matching users within your organization will appear. Select the desired user.

2.2 Notifying Channels:

• When setting up or editing an alert, locate the recipient search bar.
• Type the "#" symbol. Important: You will not see a list of all channels you are a member of. Instead, the suggestions will display all the channels that the "SupportLogic" MS Teams user is currently a member of.
• Your Azure administrator will need to create this dedicated MS Teams user named "SupportLogic" within your organization's Azure Active Directory(See: Configuring "SupportLogic" bot user section 3 below). All SupportLogic alerts and notifications sent to channels will originate from this user.
• Due to an API limitation in MS Teams, a user can only directly send messages to channels they are a member of. Therefore, SupportLogic lists the channels that the "SupportLogic" user is part of. If you want to configure an alert to a channel you are a member of, but it's not listed:

1. In the MS Teams UI, add the "SupportLogic" MS Teams user as a member to the specific channel.
2. Return to the SupportLogic dashboard and refresh the page.
3. You should now see the channel listed in the alert recipient suggestions, allowing you to select it.

3. Configuring "SupportLogic" bot user to enable alerting to Channels(public & private)

To enable SupportLogic alerts to be sent to both public and private MS Teams channels, you need to configure the dedicated "SupportLogic" bot user.

• Create a separate MS Teams user named "SupportLogic"
• Your Azure administrator will need to create a new user within your organization's Azure Active Directory and name it "SupportLogic"

3.1 Configuring Alerts for Public Channels:

Step 1: Identify the public channel you want to send alerts to.

Step 2: In MS Teams, navigate to the team where the public channel exists.

Step 3: Click on the **three dots** (...) next to the team name.

Step 4: Select "Add member".

Step 5: In the search bar, type "SupportLogic".

Step 6: Click on the "Add" button next to the "SupportLogic" user.

Step 7: Once added, refresh your SupportLogic dashboard. You will now be able to see the public channel listed in the alert recipient suggestions when configuring new alerts.

3.2 Configuring Alerts for Private Channels:

To send alerts to private channels, the "SupportLogic" MS Teams user must be explicitly added as a member to the private channel.

Step 1: Identify the private channel you want to send alerts to.

Step 2: In MS Teams, navigate to the private channel.

Step 3: Click on the "Add members" option (usually found by clicking on the channel name or the members list).

Step 4: Search for the "SupportLogic" user.

Step 5: Click on the *Add" button to add the "SupportLogic" user as a member of the private channel.

By following these steps, you can successfully integrate your MS Teams account with SupportLogic and configure alerts to keep you and your team informed about important updates and cases.