Unable to Share Case via MS Teams: Icon not available

Modified on Mon, 16 Jun at 7:23 AM

Description:
If you’re unable to share a case via MS Teams and the recipient is receiving an email instead, or if the MS Teams icon is missing during case sharing, follow the steps below to resolve the issue.

Issue Symptoms:

MS Teams icon not visible during case sharing
Cases shared via the Teams icon are received as emails instead of Teams messages

Resolution Steps:

Check MS Teams Integration:
- Go to Settings → Alerts/Notifications
- Click on ‘Enter MS Teams credentials’ as in the below screenshot
Integrate MS Teams:
- Follow the instructions provided in this support article:
  How to Integrate MS Teams with SupportLogic
Test the Integration:
- After completing the integration, try sharing a case again.
- You should now be able to see the MS Teams icon and successfully share the case via Teams.

Note:

If the issue persists after completing these steps, please contact SupportLogic Support (support@supportlogic.io)for further assistance.

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