Microsoft Teams integration with ServiceDesk Plus MSP

Collaborate better with the hub for teamwork

Microsoft Teams aims to make collaboration easier in organizations by creating a shared workspace where users chat, meet, share files, and access business apps. To enable maximum efficiency in their daily tasks and operations, managed service providers and IT teams need to be close to their users within digital workspaces.

ServiceDesk Plus MSP now integrates with Microsoft Teams, leveraging the collaboration app from Microsoft as an additional channel for support. MSPs can integrate ServiceDesk Plus MSP's request management module within their organization's Teams interface. This enables technicians and end users to carry out a variety of request management tasks, such as:

Creating new tickets using default or custom templates.
Picking up tickets or delegating them to other technicians.
Starting remote conferences or meetings with end users via Microsoft Teams to diagnose issues.
Resolving and closing requests and, if applicable, marking first call resolution (FCR).
Tracking the status of user requests with real-time updates.

Delegate simple questions to the chatbot

Both technicians and end users from different accounts need various kinds of information about their service desk tickets during the ticket life cycle. The built-in Teams chatbot now allows them to interact with ServiceDesk Plus MSP to fetch information and perform various service desk actions like picking up requests, assigning requests to technicians, and resolving tickets within the chat window.

The list of chatbot commands includes:

/view open requests: To display all open requests that are assigned to the technicians or created by users.
/view all requests: To display all requests that are assigned to the technician.
/pending approvals: To show all the pending approvals associated with the technician.
/search request: To search a request with keywords.
/create request: To create a new service desk request with the defined subject.