How we recommend working with Microsoft 365 for Jira in ITSM
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We recommend pinning the Icon in your right-hand Teams bar, were everyone can see it. So, it’s not hidden behind several menus (no one will find it, trust us 
).
Screenshot JSM portal in Teams mit Highlight auf Portal und Icon in der bar
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Feature: Customers can raise support tickets in Microsoft Teams via self-service portal |
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Alternative way to raise a support ticket via automation: Create new JSM request when a message is posted into a channel |
3. How to work on requests and communicate with customers
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Useful automation: Start first response SLA when a chat has been started |
4. How to triage requests
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User guide: “When to use Microsoft Teams chat vs. channel conversations” |
5. How to resolve requests
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Useful automation: Backup a chat once the issue is completed for audit purposes |
6. Ongoing: How to deal with various communication channels
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