How we recommend working with Microsoft 365 for Jira in ITSM
Speed up your IT support in Using Microsoft 365 tools with Jira Service Management (JSM) by adding Microsoft tools to your IT service management processes. Make is a really strong use case for many of our customers. In the following sections we show you, how we recommend using both tools together and thus speeding up your ticketing.
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1. Overview
Our demo video gives you an short overview on how you can make it easy for service agents to communicate, collaborate, and resolve incidents with internal customers . Watch our demo video and learn how by adding Microsoft 365 for Jira enables you to work even smarter in ITSM:tools to JSM.
Resolve tickets more efficiently (easy access to JSM)
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Below, we added a selection of automation ideas Going a little deeper, ITSM process usually can be sectioned in following steps. We’ll look into those steps in detail, also adding some automation ideas to each section which can enhance your use case, but the configuration of automation is optional to you. Let’s just get inspired on how to work smarter with Jira Service Management and Microsoft 365.
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are optional. You can also jump to a more detailed feature explanation in each part of the story.
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Let’s dive in!
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2. How customers can raise support requests
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Pain point: Internal customers use too many different communication channels to contact support teams. They are not used to raising support requests via the JSM self-service portal. This is an overhead of work for service agents.
Solution: The JSM service portal is available in Microsoft Teams, right were internal customers communicate regularly. Internal customers can find the help desk icon directly in Microsoft Teams and create tickets with all needed information. Everything is ready to be worked on in JSM.People are usually not big fans of switching tools. Bringing your JSM service portal to Microsoft Teams helps the adoption of process a lot - because we bring the tool to their home turf.
With Microsoft 365 for Jira you add your regular JSM portal as a tab in Teams, the functionality is exactly the same as in Jira, but internal customer can detect the right place to enter their requests easily.
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 
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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 |
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3. How to work on requests and communicate with customers
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Pain point: Communicating with internal clients via Jira is complicated. The comment functionality is bulky and it is not easy to reach non-Jira users while working on a Jira ticket. Communicating outside of Jira doesn’t meet the SLA targets in Jira - and tool switching is a hassle.
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, straightforward, and documented in JSM. 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 |
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4. How to triage requests
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Pain point: Communication between service agents or cross-functional teams in JSM is bulky, too. This makes second-level support time consuming.
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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” |
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5. How to resolve requests
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Pain point: Some companies need a backup of their communication for audit purposes. Documenting every piece of communication is a manual effort and takes a lot of time
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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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Pain point: If the ticket requires more personal communication, it is complicated for service agents to find a meeting slot with the internal customer.
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Feature: Service agents can send and schedule emails from within Jira from a shared or personal mailbox | ||||||||
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Information: What's with a chatbot? Does yasoon recommend working with a chatbot? |
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IT support teams work in Jira Service Management where support tickets can be raised. But, there are many internal customers natively working in Outlook and Microsoft Teams. Just enable them to access JSM features right where they work:
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Customers can raise support tickets in Microsoft Teams via self-service portal
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Service agents can chat with customers from within the Jira ticket via Microsoft Teams
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Service agents can triage requests in Microsoft Teams channels from within the Jira ticket
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Service agents can send and schedule emails from within Jira from a shared or personal mailbox
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Service agents can create requests based on emails (in Outlook) and share email conversations in Jira
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Service agents can send and schedule emails from within Jira from a shared or personal mailbox
With Microsoft 365 for Jira internal customers can easily raise support tickets in Microsoft Teams while the IT support team, on their side, can quickly reach out to them via Microsoft Teams chat (from within the ticket). Coming from Microsoft Teams, customers can access the self-service customer portal of JSM directly, raise tickets and track the progress of the ticket status. Instead of using multiple ways of communication between customers and service agents, the stream of communication is streamlined via Microsoft Teams and transparently documented in the JSM ticket.
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Moreover, by creating tickets based on emails (in Outlook) and sharing whole email conversations to Jira, information is made available for the rest of your IT team. Service agents can send and schedule emails from within Jira of a shared or personal mailbox. This makes it easier for service agents to communicate via emails and to streamline communication with the whole team. Anyone of your service agents can jump on and clarify on tickets in time.
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Try it out and convince yourself! |
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Keep on reading: Learn more about the benefits of working with JSM and Microsoft 365 in yasoon’s ITSM workbook! |
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You want to talk about your individual use case? We’re happy to give you a demo. |
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