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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Useful automation: Start a Teams chat on JSM request creation |
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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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Solution: Service agents can chat with internal customers inside the Jira ticket via Microsoft Teams. Internal customers can directly reply via Microsoft Teams. Communication is streamlined
As people are more and more used to quick chats, the communication is fast-paced, straightforward, and still neatly documented in JSM. You may ask: Is this stopping my SLA time-count? Yes it is. Using an automation, the first response SLA time-count stops, when a Microsoft Teams chat has been started.
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Useful automation: Start first response SLA when a chat has been started |
4. How to triage requests
Pain point: Communication between service agents or cross-functional teams in JSM is bulky, too. This makes second-level support time consuming and hard to keep track of.
Solution: Service tickets can easily be triaged in Microsoft Teams channels. This makes finding a solution in a bigger team simple: Service agents can post the issue in a corresponding ITSM channel in Microsoft Teams. Other agents or involved team members can join the conversation and communicate via Teams. There they have all relevant Jira information in one place.
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Useful automation: After setting the status of a ticket to 'second-level support', the ticket will automatically be posted to a Microsoft Teams channel where service agents can triage the ticket beyond first-level support. |
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User guide: “When to use Microsoft Teams chat vs. channel conversations” |
5. How to resolve requests
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Solution: Make documentation easy effortless by adding an automation to backup the chats in your Jira tickets for audit purposes. A static HTML file of the chat or conversation will be attached to the ticket. Even if the chat or conversation has been deleted in Microsoft Teams, the static HTML file will still be documented in your Jira ticket. Your auditor will love it.
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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
Pain point: If the ticket requires more personal communication, it is complicated and time consuming for service agents to find a meeting slot with the internal customer.
Solution: Service In the Jira ticket, service agents can see when the internal customers are available for a meeting (based on data of their Outlook calendar data) and they can schedule a Microsoft Teams meeting right away. The meeting is then linked to the ticket and both have the meeting in their Outlook calendars.
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Solution: Service agents can create a JSM ticket with the Outlook add-in. Service agents can choose to create a new ticket or to add the email to an existing one. The ticket can be raised on behalf of the internal customers and there is no need to copy-paste contents from emails to JSM.. No more “Ctrl+C / Ctrl+V”!
If the whole service team shall be able to have access to this an email conversation, it is possible to share the conversation with the whole company. The team is able to see the ticket in the board and the email conversation is shared, even new replies to emails will be visible in the Jira ticket. No information is lost, all team members can read emails in the thread, and send new ones right in the Jira ticket.
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Pain point: Getting back to certain tickets and remembering to catch-up with internal clients via email is manual effort and work load for service agents.
Solution: If communicating via email is your preference, service agents can schedule when to send an email. This might be useful if service agents want to get feedback from internal customers after a certain time to make sure their problem is solved.
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