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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

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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

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4. How to triage requests

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User guide: “When “When to use Microsoft Teams chat vs. channel conversations”conversations”

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5. How to resolve requests

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Useful automation: Backup a chat once the issue is completed for audit purposes

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6. Ongoing: How to deal with various communication channels

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