Microsoft Teams Integration

Dear Zendesk Team,

We are considering an integration with Microsoft Teams for another unit that provides internal support to our employees rather than external customers.

Our main goal is to have the following workflow:

• Employees should use Microsoft Teams as usual, without needing to interact directly with Zendesk.
• The support team should use Zendesk to receive, manage, and respond to employee requests as tickets.
• Messages sent by employees in Teams should be received in Zendesk, and the support team's responses in Zendesk should be delivered back to the employee in Teams.

• We would also like to know whether it would be possible for the support team to initiate a Teams chat with an employee directly from Zendesk, even if the employee has never contacted the support team through Teams before.
• Is it possible to integrate our employee directory/data with Zendesk so that employee information is available when creating or managing requests?

We would also like to understand how this could be kept separate from our existing customer-facing workflows through Totogaming.am website.

For the new internal employee support workflow, we would need to manage Teams conversations and their chat history/archive separately.

Could you please advise whether this setup is possible with Zendesk and the Teams integration?

Thank you!

Please also include gohar.hovhannisyan.h@digitain.com in CC