Run Service Desk Operations in Microsoft Teams

Teams are empowering your Service Desk Team to handle tickets better

Chats, team-based work, and collaboration thrive in Teams.

We have the apps that make your ITSM practices thrive in Microsoft Teams.

Overview of our Microsoft Teams apps for ITSM and GRC :

• Ticket & Service Desk app for Teams
• IT self-service app for Teams
• IT Task app for Teams
• IT Project Management for Teams
• GRC/ITSec app for Teams

ITSM360’s use of Teams features solidifies our position as the go-to ITSM solution provider in today’s Microsoft market.

Microsoft Teams chat for ITSM and Service Desk

In today’s fast-paced business environment, efficient communication is essential for any IT service management (ITSM) team to succeed.

Microsoft Teams has been a game-changer for organizations looking to streamline their internal communications, but now with the introduction of Chat in Teams, it’s set to transform the way ITSM teams collaborate and communicate with users outside IT.

Teams Chat features in ITSM360:

• End-user can request a live agent chat from the self-service app
• Move a personal chat from Teams into an IT ticket
• Start a chat from the ticket with the user
• Handle multiple end-users chats simultaneously
• Moving chats from Teams store to SharePoint for everlasting storage – in case you need it

Adaptive Ticket Management in Teams

As companies increasingly rely on technology to support their operations, efficient ITSM processes have become paramount.

Our newly released Adaptive Ticket Management is our way of adding value to Teams and your ITSM processes.

Adaptive Ticket Management fits into the core structure of Microsoft Teams, where you work in Teams with one or many Teams Channels.

Our Adaptive Ticket Management features enable you to collaborate with tickets effectively across teams:

• Create teams and channels that reflect the way you are organized
• Add the Service Desk app to the channels where you need to handle and manage tickets, and configure it to match the exact needs of this team
• The Service Desk app adapts to the people and processes defined in the channel

A practical example of the Adaptive Ticket Handling feature

Consider an onboarding request. It spans over HR, Finance, and IT – where each part needs to fulfill its role.

Nobody wants to see tickets from other teams, and with adaptive features, you can:

• Restricted – see only cases/tickets relevant for the Team/Channel
• Remove ITIL terms and fields from the ticket when opened by non-IT staff
• Add fields to the case that is relevant for a specific team and not for others

In summary, adaptive ticket management in Teams is an excellent tool for IT teams looking to streamline their support processes and collaborate more effectively across departments.

With its customizable workflows, automation features, and integrated collaboration tools, Teams provides a powerful platform for ITSM that can help organizations deliver better service to their end-users while also improving their internal processes.