Microsoft Teams

Why Use Microsoft Teams

• Seamless Communication. Integration creates a seamless communication channel between service management and Microsoft Teams.
• Real Time Updates. Send real-time updates on issue status, comments, and changes, reducing the likelihood of miscommunication and ensuring everyone is on the same page.
• Automation. Automation of routine tasks such as ticket creation and status updates reduces manual work and speeds up processes.
• Collaboration. By integrating the tools, service agents and end users can collaborate more effectively, leading to quicker identification of issues and faster resolutions.
• Stay Updated. Customers receive timely updates (through Vivantio) on the status of their issues, improving transparency and trust.
• Streamline Processes. The streamlined processes and efficient collaboration result in quicker responses and better service delivery, enhancing customer satisfaction.

Functionality

Outbound from Vivantio to Microsoft Teams:

• Send notifications from Vivantio to a Microsoft Teams channel
• Use Microsoft Teams Adaptive Cards to display information about the notification
• Link back to the ticket in Vivantio
• Create a new channel in Microsoft Teams
• Send direct chat messages

Inbound from Microsoft Teams to Vivantio:

• Create a new ticket
• Show me my tickets
• Add notes to tickets
• Close tickets
• Automations in Vivantio based on a new message or chat in Microsoft Teams