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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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User guide: “When to use Microsoft Teams chat vs. channel conversations” |
5. How to resolve requests
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Customers can raise support tickets in Microsoft Teams via self-service portal
Customers can receive request updates via Microsoft Teams chats
Service agents can chat with customers from within the Jira ticket via Microsoft Teams
Service agents can triage requests in Microsoft Teams channels from within the Jira ticket
Service agents can send and schedule emails from within Jira from a shared or personal mailbox
Service agents can create requests based on emails (in Outlook) and share email conversations in Jira
Service agents can send and schedule emails from within Jira from a shared or personal mailbox
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