ITSM360 Ticket App
With our G3v2 ticket app series, we have aimed for an authentic Microsoft ITSM experience while making it possible to meet demands from simple to complex ticket orchestration inside IT and for ESM use cases.
Omni channel enabled
Create tickets from multiple sources
Self-service Portal
For optimal efficiency, take advantage of our self-service features and obtain tickets directly through the IT self-service options available in the ITSM360 Ticket App.
You can submit tickets to the ITSM360 Ticket App via email. The process is simple: connect the ITSM360 app to a shared email account in Outlook.
Automation (AI/Chatbot/API, Power Automate)
The underlying data structure used for the ITSM360 Ticket App allows you to post tickets into the app. For example, AI or chatbots can be used as a source.
Comprehensive Ticket Management
Designed to efficiently handle all types of tickets, the Ticket App’s flexible framework ensures it can be tailored to support a broad array of ticket use cases.
Whether it’s request management or incident management, this adaptability fosters user confidence and guarantees that your team’s specific needs are met.
Key Features
- No-code configuration of the ticket app with 4 data panels available
- Deep-link feature
- Classification of tickets, including linkage to master service records
- Associate ticket to CIs and Assets
- Knowledge embedded in the ticket app + send knowledge to requester
- Embedded requester history
- Embedded requester asset
- Conversations features with embedded email, Microsoft Teams Chat, and direct conversation to self-service portal
- Submit standard (pre-defined) messages from ticket
- Internal case notes
- Associate tasks to the ticket
- Direct link to other ITSM360 apps when related data
- File Management features with embedded SharePoint file library features
- Time to Fix, Time to Respond SLA or Deadline-based SLA
- Closure comments
- Features for escalation of tickets to Change and Problem Management
- Multiple Process Support and Adaptive Process Management
How does the ITSM360 Ticket App work?
The ITSM360 Ticket App is designed to seamlessly integrate into your Microsoft 365 tenant.
While it connects to a SharePoint data source, you will use the ticket app rather than managing tickets directly in SharePoint.
Furthermore, you can host the app on a SharePoint page or within Microsoft Teams, providing flexibility and convenience.
No Code Configuration
Flexibility in managing your ticket app’s configuration is crucial, as you want to rely on something other than specialists or coding experts to manage your process.
With the ITSM360 Ticket App configuration tool, you can easily adapt the ticket app to meet various business demands and processes without needing any code.
Streamline your workflow and ITIL processes
Use Power Autoamte with ITSM360 and the Ticket App
One of the advantages of running ITSM within your Microsoft tenant is the seamless use of Microsoft building blocks.
For instance, Power Automate is a recognized and well-documented workflow tool, proven effective even on a large scale.
Automate
Service Processes
Apply
Rules and Exceptions
Automated
Ticket Creation
Enterprise Service Management
The ITSM360 Ticket App, combined with Microsoft’s robust data capabilities, seamlessly addresses all your ESM ticketing needs
Transitioning from an ITSM and Ticketing system to an ESM approach is the best business strategy.
Rather than opting for siloed and proprietary solutions, leverage the economies of scale by utilizing existing resources across your organization.
Facility Management
Managing janitorial services and tracking service orders for the facility area can be streamlined effectively
VIEW MORE
Facility Management involves overseeing multiple sites, buildings, and inventory, along with a suite of services linked to that inventory.
An ITSM system is ideally equipped to support these tasks, offering options to seamlessly integrate external parties into the process.
HR
Effortlessly handle HR-related inquiries and workflows using the ITSM360 Ticket App
VIEW MORE
Switching to the self-service options in ITSM360 linked to the ticket app allows you to avoid using email as your go-to method for HR inquiries.
This includes questions about remaining vacation, leave requests, and more – a real time saver for your HR team, including track of work.
Fonds and Sponsorship
Organize all your applications non-HR related applications with ITSM
VIEW MORE
A ticketing system can organize non-HR-related requests and applications to organizations.
The data structure and ticket app in ITSM360 make it easy to keep applications and data confidential, including collaboration and approval processes.
Engineering Department
Working with scheduled or milage service? The ITSM solutions handles everything!
VIEW MORE
Engineering involves regular scheduled services, mileage-based services, and repairing assets, systems, or machines when they break down.
Meanwhile, the ITSM solution provides a data model and service model to efficiently track requests, manage service orders, and report faults.
Payroll and Finance
Easily automate requests for changes in your line of credit, updates to ERP master data, and inquiries about salary.
VIEW MORE
Handling emails related to salary inquiries or requests for changes in customer data, such as a new line of credit, can be time-consuming.
Consequently, these requests often require approvals and involve multiple people. Therefore, implementing a ticketing system is highly efficient for Payroll and Finance departments.
OT Service Management
Apply governance and structure to your OT landscape with ITSM360
VIEW MORE
Your OT landscape is likely integrated with suppliers, and devices might be online, posing potential cybersecurity risks.
Fortunately, the ITSM system and the ITSM360 ticket app can assist not only with standard requests related to the OT landscape but also with implementing change management procedures and enhancing documentation practices – keeping your OT secure and resilient.
