Using Microsoft 365 tools with Jira Service Management (JSM) for internal ticketing 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.

An internal ticketing process can be sectioned in the 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 are optional. You can also jump to a more detailed feature explanation in each part of the story.

Raise support requests

• Customer portal in Teams

• Agent ticket creation from Microsoft Teams items

• Agent ticket creation from Outlook emails

Customer facing communication

• Customer chat

• Customer meeting

• Agent booking page

Support team communication

• Teams triage channel

• Internal chat

• Stakeholder email

• Agent calendar