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Use your Jira Service Management portal in a custom tab in Microsoft Teams! |
Check out our short video on how you can create support tickets from Microsoft Teams:
Read through our page and get an overview about all individual steps.
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Access the customer portal app
If your admin has installed the customer portal app in Microsoft Teams, you can easily access it in your Teams sidebar. Pin it to have it constantly available.
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Choose a Service Desk first to raise a ticket.
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Please note: The icon in your sidebar and the choice of service desks in your Microsoft Teams may differ, dependently of the settings and service desks determined by your admin. |
Raise a support ticket
In diesem Abschnitt würde ich nur ganz grob schreiben, dass man hier eben wie von JSM gewohnt, ein Ticket anlegen kann - nur eben in Teams. Die einzelnen Schritte sind sehr kundenspezifisch - also wäre es hier auch okay, keinen Screen zu zeigen, oder eben nur einen als Beispiel (This is how it looks at our company…).
Select the most suitable option provided from the service desk for your request.
When filling out the summary section (which is the title of your support ticket), our app will put a suggestion to you. If the summary text includes special key words which also appear in existing documentation (for example support portal), our app shows related content in a drop down menu. Okay, das kann man vielleicht leicht abgewandelt drin lassen, das ist ganz nett (haben auch nicht alle Kunden!), aber zeigt eben, dass die komplette JSM-Funktionalität eingebunden ist
Weglassen If the suggested articles are not helpful, the description field allows you to insert detailed information to a support ticket. Upload attachments if necessary and probably helpful to solve the ticket.
We recommend to agree on future communication via Microsoft Teams.
By agreeing to shift future communication to Microsoft Teams, support tickets can usually be solved quicker and more efficient. Support agents can easily reach out to customers for any kind of questions or to ask for more information via Microsoft Teams chat. jup, gut
Create the support ticket
When all fields are completed, click on “create”. The support ticket is submitted.
Access your support ticket online, by clicking on the support ticket link shown in the information box. Kommt man hier dann in Jira an? dann dazu schreiben
Check on ticket status
For now, our app allows to raise tickets and to shift any communication on those tickets to Microsoft Teams chats (see above).
Information on the ticket status, can only be accessed via the online help desk. Hier auch irgendwie einbauen dass wir uns jetzt in Jira befinden
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Coming soon: Integration of a tab in Microsoft Teams to check on and follow up with raised tickets. |
In future, an overview of all support tickets (requests) raised, should also be available via a separate tab in Microsoft Teams. So any information being currently only available online (due to switch after raising the ticket), will be right there in Microsoft Teams, too.
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Watch our roadmap to stay up to date! |