Microsoft Teams, the hub for teamwork, 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 of these digital workspaces, it's important that IT and service desk teams are always nearby when issues arise.
The cloud version of ServiceDesk Plus now integrates with Microsoft Teams, leveraging the collaboration app from Microsoft as an additional channel for IT and enterprise support. By bringing a host of service desk capabilities like incident management into Microsoft Teams, ServiceDesk Plus bridges the gap between IT service desk teams and end users.
Service desk teams can now integrate the incident management module of ServiceDesk Plus as a tab inside their organization's Teams interface. This enables technicians and end users to perform a host of request management activities, including:
Handling major incidents is always a challenge, and could turn out to be a disaster if a business doesn't know the status of an incident. It's also important that any possible workarounds and solutions are quickly and easily shared with end users to avoid repeat and duplicate incidents. Service desk teams can leverage conversations in Teams to:
Both technicians and end users 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 to fetch information and perform various service desk actions right from within Teams for quicker resolution. Technicians can perform activities like adding notes, approving requests, picking up requests, assigning requests to technicians, and resolving tickets through the actionable cards within the chat window. The list of chatbot commands include: