Ticket2Teams Skill

Overview

Why is this Skill Needed?

As technology develops user behavior change with the new innovations. Nowadays, communication takes place in chats or messenger apps or emails. The communication channels have become divers. Even in business users prefer communication in MS Teams channels or chats. Using emails leads often to media disruption, even if they are already integrated into most enterprise service management platforms. Chats, however, are not yet integrated. But that changes now!

What is the Problem?

Most of the time, users can not be reached by phone. Email conversation is often not documented in the service desk application, and gathering all documents for the ticket is cumbersome. There is no work flow and information is easily lost leading to frustration.

The Solution

Instead of a phone call, a chat with MS Teams can be started that includes all users and service desk analysts that are needed. The user can respond whenever convenient. Additional specialists can be invited to the chat if needed. Documents and screen contents can be easily shared or directly transmitted, while phone calls can be recorded and archived. All information is automatically documented in a central location. This ensures that no information is lost and is always accessible.

Advantages

This simple Integration is done by installing a standardized add-on package. The additional microservice establishes the connection to the Microsoft API. There are dedicated smart tiles for starting MS Teams actions and a new info object for use in the workspace/dashboard. Ticket-based chat initiation is always possible, and the chat history is synchronized and searchable. Central administration and a search function for finding chat histories are also included.

Integration

Modules: Integration into Incident, Problem, and Change modules. Functionality can be embedded within the product.

Provided Interfaces: Utilizes the Graph API and USU Generic Interfaces.

Customizability: The solution can be embedded and used across all USU Service Management modules, making cross-product use possible.