Return to Pathfinder

Pathfinder service guide

Chats, Teams alerts, Seen receipts, review flags and reporting. Your existing access permissions apply.

Quick Start

  1. Add Pathfinder from Apps > Built for your org in Teams. Use Pathfinder for live work and Pathfinder Dev for testing.
  2. Open Chats and sign in with your Microsoft work account. Complete normal MFA if prompted. Existing inbox and reporting permissions still apply.
  3. Pin Pathfinder if useful. If the embedded inbox cannot load or repeats sign-in, use Open in browser and report the error.

Handle a support chat

  1. Open a ticket and check the Technician, Customer, Project and Work Order before responding. Use Unassigned, Assigned to Me, Assigned, Closed or search to find it.
  2. Accept or assign the chat so ownership is clear. Assignment alone does not stop the waiting timer.
  3. Public Reply reaches the Technician. In Chat Mode, Enter sends and Shift+Enter adds a line. Confirm the message appears before assuming it was sent.
  4. Use Note for internal coordination. Select a colleague from the @mention picker and save the note to mention them. Unsaved drafts and plain names do not create mention alerts.
  5. End Chat or Closed finishes the conversation and keeps its history. Starting another chat should not require closing a different Technician’s ticket.

Flag a chat for review

  1. Open the conversation in the Support inbox. Find Flag for Review above Conversation Details, choose Yes, and refresh to confirm it was saved.
  2. Add an internal note explaining the incorrect answer or chat issue and the expected behavior. Include the relevant message and any approved reference so the reviewer has enough context.
  3. Authorized reviewers can find flagged chats in Review Queue. Setting the flag to No removes the chat from that queue while retaining its review history.
  4. A review flag does not transfer the chat, notify an urgent responder, or change the published AI guidance. Continue the normal support workflow if the Technician needs help now.
  5. If the flag is missing or cannot be saved, report the environment, ticket number and your account role with a screenshot. Do not create another account or change permissions to work around it.

Understand Seen receipts

  1. Support sees Seen and a time when the Technician views a public human reply. The Technician sees Seen and a time when an authorized support agent views their message.
  2. At least half of the message must be visible for about one second in the active, focused chat. Background polling, hidden tabs and off-screen messages do not count. The label may appear after the next receipt refresh.
  3. The first-view time stays when you reopen or refresh. Seen means viewed; it does not mean understood, resolved, or that an attachment was opened. Reading does not stop waiting reminders. Internal notes stay private.

Choose Teams alerts

  1. Open Teams alerts in Pathfinder. The default is Replies on my assigned tickets. Choose All new support messages to receive eligible messages in the inbox you can access.
  2. The separate Send me Teams alerts for @mentions checkbox controls personal mention messages. Switching it off does not turn off your new-message preference, Help Desk waiting reminders or PM escalations.
  3. Saved mentions include the note text and a link to the exact ticket/note. Open it in Pathfinder in Teams, or use the browser fallback if the app cannot open.
  4. Pop-ups follow Teams notification settings, channel notifications, your device settings and Do Not Disturb. A message may arrive without a banner. Pathfinder does not override Do Not Disturb.

Waiting reminders and escalation

  1. While an eligible ticket is Active without a published human response, Help Desk receives a reminder after 3 minutes, then every 3 minutes. The waiting count reflects the eligible queue.
  2. The mapped Work Order Project Manager receives one private escalation after 7 minutes for that waiting episode. If a PM is missing or cannot be mapped, Help Desk must route the issue manually.
  3. A public human reply or leaving Active stops the current episode. Internal notes, assignment changes and additional Technician messages do not reset it. A later eligible Technician message after a reply can begin a new episode.
  4. The scheduler and Teams delivery can add a short delay. These reminders are not a promised response time.

Use reporting

  1. Authorized users can open Reporting in Pathfinder in Teams or from the browser inbox. Both use the same dashboard and permissions. Installing Pathfinder does not grant administrator reporting access.
  2. Choose a period and organization, then Refresh when needed. Great, Okay, Bad, View all and Technician/Project rating totals open filtered rating details when data is available.
  3. Review the Technician, Project, Work Order, feedback, source and date. Metrics and Seen receipts are context for follow-up, not proof an issue was resolved.
  4. If embedded reporting needs reauthentication after being open for a while, refresh the parent inbox/reporting page. Report Access Denied rather than creating another account.

Technician Quick Start

  1. Use your normal Pathfinder entry point for the Work Order. Confirm the Work Order and contact details, explain the issue, and include relevant equipment, errors and troubleshooting already tried.
  2. Continue in the same chat. Pathfinder can provide AI assistance and connect you with human support. Technicians do not need the internal support Teams app.
  3. Keep the chat available while waiting and watch for replies. Send requested details or photos in the existing conversation. Repeated messages do not restart the waiting timer or guarantee a faster response.
  4. A Seen label shows when Support viewed your message. It does not mean your issue is resolved. Internal staff notes and Teams reminders are not part of your public chat.
  5. End the chat when finished. If help is still needed, keep it open. A transcript email is a record; replying to it does not reopen the chat.

Quickbase video walkthroughs

  1. Watch these silent screen recordings in Pathfinder, then follow the written instructions below as you work. Use the playback controls to pause, replay or expand the video.
  2. If an inline video does not play, select Open video to view it in a new tab. If the problem continues, use the written instructions and contact the Help Desk Team.

Quickbase check-in and check-out

A silent screen recording showing Quickbase check-in and check-out. Length: 1 minute 15 seconds.

Open video: Quickbase check-in and check-out (new tab)

Upload deliverables to Quickbase

A silent screen recording showing how to upload site deliverables in Quickbase. Length: 1 minute 38 seconds.

Open video: Upload deliverables to Quickbase (new tab)

Quickbase check-in walkthrough

  1. Open the Quickbase app or go to https://login.quickbase.com. If asked about a Federated Corporate Account, select No, then sign in with your technician credentials.
  2. Open My Apps, then Project Portal. Find your Work Order using Calendar or Search and confirm the Work Order number.
  3. Select Check In at the top of the screen.
  4. If you cannot check in, confirm the Work Order number and account email. An account alone does not grant FSS realm access. Contact the Help Desk Team if access is denied or the problem continues. Incorrect times, wrong Work Orders and duplicate check-ins require Help Desk correction.

Upload deliverables: written instructions

  1. Open the Quickbase app or go to https://login.quickbase.com. If asked about a Federated Corporate Account, select No, then sign in with your technician credentials.
  2. Open My Apps, then Project Portal. Find and confirm your Work Order.
  3. Select Upload Site Deliverables at the top of the screen and follow the on-screen steps. Select the upload type for every upload.
  4. Use PDF, JPG or PNG files under 25 MB. Upload the photos required by your Work Order and the signed Work Order. At least one photo and a signed Work Order must be uploaded before you can upload an invoice.
  5. If an upload fails, check your connection, confirm the file format and size, and try signing out and back in or using a private browser window. Contact the Help Desk Team if the problem continues.
  6. Have required deliverables reviewed and approved and log any issues before checking out. Contact the Help Desk Team if you need review or release.

Quickbase check-out walkthrough

  1. Before checking out, upload all required deliverables to Quickbase, including the photos required by your Work Order and the signed Work Order. Have all required deliverables reviewed and approved and log any issues before checkout. Contact the Help Desk Team if you need deliverable review or release.
  2. Open the Quickbase app or go to https://login.quickbase.com. If asked about a Federated Corporate Account, select No, then sign in with your technician credentials.
  3. Open My Apps, then Project Portal, and find your Work Order. Confirm you are on the correct Work Order/site visit, then select Check Out at the bottom of the page.
  4. If Check Out is missing in the app, try the web version. If it still fails, contact the Help Desk Team; a duplicate active site visit can block checkout.
  5. If you already left without checking out, you can still check out through Project Portal after meeting the deliverable requirements. Tell the Help Desk Team if the recorded time is wrong. Technicians cannot change recorded check-in or check-out times.

If something goes wrong

  1. No pop-up: check whether the message arrived, then check Teams/channel notifications, Do Not Disturb and device Focus.
  2. No mention alert: verify the note saved, the recipient was selected from the picker, they have access and personal mention alerts are on.
  3. Missing ticket: check its assignee/status, look in Closed, or search by ticket number. End Chat removes a ticket from the active queue.
  4. A Seen label missing immediately can reflect the visibility rule or the next receipt refresh. Keep the message visible in the focused chat.
  5. For a failure, send the ticket/Work Order number, approximate time and timezone, account/client, action, expected versus actual result and a screenshot to your support contact. Never send passwords, tokens or authentication codes.

If something fails, send your support contact the ticket or Work Order number, time and timezone, steps and a screenshot. Do not send passwords or authentication codes.

Technician Quick Start