Microsoft Teams has become the default means of communication within many businesses. This can often see employees skipping past their Enterprise Service Management platform in favour of reaching out for support on teams. So how can you integrate your ESM with Microsoft Teams to deliver a seamless service in the platform that your staff prefer to communicate on?
“Emails are dead!” exclaimed the CIO, “We’re a digital, modern working organisation”.
And they weren’t half wrong! With more and more organisations adopting a digital-first approach to communication and collaboration, it’s easy to forget a time when work existed entirely in emails, lost between notes-to-self and advertisements that should have never hit our corporate mailboxes. Services like Slack, Discord, RocketChat, Fleep, Brosix, Basecamp, Pumble, Google Workspace (I could go on), etc., have become critical for engaging across the organisation – but none have seen the rapid adoption of the world’s most popular corporate messaging platform: Microsoft Teams.
With over 320 million individuals using Microsoft Teams for their day-to-day office communication, it stands to reason that Teams is where most of our work gets done – whether it be pinging colleagues for something innocuous, sending concerningly relevant memes, or perhaps attending a meeting and being productive.
Personally, the Teams ping has become Pavlov’s Bell – I hear the noise and have been conditioned to know that it means there’s work to be done – call me a creature of habit, but it’s part of the package now when it comes to modern workplaces.
Why should you integrate Microsoft Teams with your Enterprise Service Management platform?
With this ease of use and accessibility comes a problem – if Teams is where I get most of my collaboration done, what about the other tools and platforms I use? Pivoting between windows is quickly becoming the slowest part of getting work done, changing windows, logging in (again), and finding the work item; it’s exhausting.
Instead of doing some quick research in our internal wiki or knowledge base, I naturally resort to my colleagues via Teams to help me quickly get the answer or help I need. Rather than raising a support ticket via the Portal, I’m far more inclined to cold call (I know, and I’m sorry) someone who I know can solve my question.
We solve this problem in Servicely by integrating our Enterprise Service Management (ESM) platform directly into Microsoft Teams – giving you and your team the best of both worlds; a rapid, at-your-fingertips means to find information and create tickets, and the power of workflow automation and orchestration.
Integrating with Teams also allows us to bring the AI Service Management capabilities of Servicely directly to your chat windows; I can Accept an Approval, query my Knowledge Base, or even invoke one of my Intelligent Actions (like autonomously resetting a password, conversationally populating a timesheet) without ever leaving Teams.
What can you do with Servicely’s Microsoft Teams Integration?
So, now that you’ve integrated with Teams, you’ve (hopefully) cut down on your email communications between your end-users and your service team and stopped staff from avoiding your service portal by directly messaging the support agents. Here are just a few ways that you can use the Microsoft Teams integration to deliver a great service experience in your team’s preferred communication platform:
- Communication via Teams that instantly updates tickets/cases – instead of receiving an email with the contents of the notification, Servicely’s built-in AI, Sofi, will ping me instantly on Teams with the update. You can then reply, and that message will be added to the appropriate journal!
- Major Incident Triage – when a Major Incident occurs, you can automatically create a group chat with all of the key stakeholders (driven by the impacted service), and bring them into a single Teams Chat. Once we’ve triaged, Sofi summarises the results and pulls them into the Major Incident to review – easy!
- Approval Notifications – instead of logging into the platform to Accept or Reject an approval, you’ll receive the messages directly in Teams, and can click Accept or Reject to action these with a single click.
- Ticket Swarming – You can create a group chat with a single click to rally your team around a specific Incident, Request, or any other Work Item in Servicely so you can use the conversational tools of Teams to unpack and understand the work item, before bringing any messaging or content back into the platform for posterity.
- Knowledge Article Querying – Because our AI, Sofi, is embedded in Servicely, I can ask questions, and Sofi will reply (using Natural Language Understanding) with relevant knowledge articles. This ties in seamlessly with our Knowledge Gap Analysis capability to ensure your team has the important information they need at the ready, and anything missing is quickly created.
Microsoft Teams has accelerated our ability to work remotely and drastically improved our opportunities to stay in touch and collaborate. Now is the perfect time to bring your two strongest tools into harmonisation by connecting Servicely’s Enterprise workflow capabilities directly into Teams – augmenting conversations, accelerating collaboration, and removing barriers across the organisation.
How to integrate Servicely with Microsoft Teams
Our OOTB Integration is simple to configure, even faster to start using, and leverages your existing Servicely configuration and content to bring service management into Microsoft Teams. If you’d like to get Teams setup with Servicely, reach out to your Account Manager or get in touch with us using the form below.