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.
Incident management just a tab away.
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:
Channeling major incident management.
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:
Tag relevant and necessary service desk members to get them working on tasks.
Post regular updates about each incident to the members of a channel, including service desk teams and end users.
Search and publish relevant solutions from ServiceDesk Plus.
Handling tickets through chatbots.
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:
Select instance: To select the ServiceDesk Plus Cloud instance.
The enterprise edition of ServiceDesk Plus Cloud starts at USD50 per technician per month, billed annually. New users signing up for ServiceDesk Plus Cloud have the option to choose between our US and EU data centres right at the time of account creation.
Note: Bot and Messaging extension are only functional in the .com domain so click on ‘Continue with US’ button during account sign-up