Messaging Microsoft Teams
Microsoft Teams is a way of collaborating and communicating with colleagues or customers through a chat-based platform, such as a group chat, a video call, or a web conference.
Messaging Microsoft Collaboration
Why Use Microsoft Teams
- Seamless Communication — Integration creates a seamless communication channel between service management and Microsoft Teams.
- Real Time Updates — Send real-time updates on issue status, comments, and changes, reducing the likelihood of miscommunication and ensuring everyone is on the same page.
- Automation — Automation of routine tasks such as ticket creation and status updates reduces manual work and speeds up processes.
- Collaboration — By integrating the tools, service agents and end users can collaborate more effectively, leading to quicker identification of issues and faster resolutions.
- Stay Updated — Customers receive timely updates (through Vivantio) on the status of their issues, improving transparency and trust.
- Streamline Processes — The streamlined processes and efficient collaboration result in quicker responses and better service delivery, enhancing customer satisfaction.
Functionality
Outbound from Vivantio to Microsoft Teams:
- Send notifications from Vivantio to a Microsoft Teams channel
- Use Microsoft Teams Adaptive Cards to display information about the notification
- Link back to the ticket in Vivantio
- Create a new channel in Microsoft Teams
- Send direct chat messages
Inbound from Microsoft Teams to Vivantio:
- Create a new ticket
- Show me my tickets
- Add notes to tickets
- Close tickets
- Automations in Vivantio based on a new message or chat in Microsoft Teams
