Summary

Currently, there’s no option in the Teams app (Messenger panel) to create a new request directly via a dedicated button. Users must open the chat modal to start a new thread or ticket.

Problem

When Teams is viewed in split-screen mode, the layout hides or shifts the “new ticket” functionality.

Users who keep Teams pinned to one side of their screen lose quick access to start a new thread.

This adds unnecessary steps and confusion, especially for end users who expect a visible “+ New Request” or “Create New Thread” entry point.

Proposed Solution

Add a configurable “Create New Thread” or “New Request” button inside the Teams app’s Messenger panel.

This button should open the same new request modal or trigger the same workflow as typing to Albert or selecting New Request in chat.

Benefits

Improves discoverability and usability for end users.

Reduces support friction by providing a clear, persistent way to start a request.

Maintains workflow consistency across screen sizes and Teams layouts (full, split, or compact view).