Microsoft Teams is a powerful and intuitive collaboration channel for employees to boost productivity and efficiency. In addition to being a collaboration channel, you can optimize MS Teams as a Ticketing System.

For your IT help desk needs, MS Teams emerges as a highly efficient tool to streamline IT support workflows, help you stay organized with help desk tickets, gain productivity, and keep in continuous touch with humans.

Workativ’s GenAI-based self-service bot seamlessly allows you to build an MS Teams-based IT ticketing system with the hybrid power of NLU, NLP, RAG, and semantic search. This flexible combination enables efficient and effective ticket management directly within teams without leaving the app or conversations with service desks.

You can manage and update tickets, address tickets, and provide an elevated user experience, all within Teams.

Moreover, MS Teams requires no prior user training or guidance to use end-to-end IT ticket automation. It substantially transforms MS Teams into personalized HR or IT service desks by reducing manual intervention and elevating self-service capabilities.

Workativ gives a straightforward way to bring ticketing management processes to MS Teams and build frictionless self-service to resolve issues, increase productivity, and build collaborative ITSM for the overall growth of service desks. .

Let’s explore ways to set up an MS Teams-based ticketing system with Workativ’s intuitive chatbot builder.

Workativ allows you to create multiple conversation flows for ticketing systems, regardless of which platform your organization uses. These flows can streamline workflows in areas such as HR support, IT support, finance, marketing, operations, supply chain, etc.

Here are the steps for you to build your MS Teams-based ticketing system with Generative AI,

Create Knowledge AI or RAG approach for your MS Teams-based ticketing system

Ticketing systems are rigid in finding information from knowledge articles or knowledge bases.

The emergence of Generative AI or Large Language Modelsincreases the speed of information search with accuracy and relevancy.

As you look to turn your MS Teams into a GenAI-based ticketing system, Workativ provides the easiest way to embed LLM search from third-party resources via Knowledge AI or RAG integration.

Prepare custom knowledge bases.

It can be anything HR or IT support use cases depending on regular issues or company-specific unique cases.

For example, if your team needs to handle issues such as blue screens, system sound malfunctions, or MS Word sync issues with the cloud, LLM knowledge or the world of knowledge from the internet can help you with generic answers.

But, if your query is unique and company-specific, you must provide custom answers and solve the problem.

To resolve internal support issues related to HR or IT support, you must create comprehensive knowledge articles. The knowledge AI or RAG approach applies neural and semantic search to find accurate and precise answers to problems.

Create knowledge articles on password resets, VPN Settings, leave applications, reimbursement policies, HR policies, etc. You can also pull your knowledge articles from SharePoint, Google Drive, Dropbox, Confluence, and Notion.

Sign up process with Workativ.

1. To start with Workativ, you only need to sign up with all the required details.

2. Once you are done, you can log in with your credentials and land on a welcome page.

Choose Knowledge AI

3. On the Worktiv Assistant platform's home page, you can select the Knowledge AI button on the left side panel.

Knowledge AI enables you to create ChatGPT-like chat experiences with LLMs built with massive knowledge articles, improve search results, and solve problems.

Upload knowledge bases from third-party.

4. As you click Knowledge AI, you are directed to add a connection for external KB. If your knowledge articles are within SharePoint, Dropbox, or Google Drive, you can add the connection. Name it and upload it.

Train bot

5. After the upload, it is time to train your bot with knowledge. All the articles in your repository can be used to train your Knowledge AI bot.

Note that the higher the quality of knowledge articles, the more accurate the answers for your employees will be and the less likely they will have hallucinations.

Create dialogs

6. Select ‘Dialog’ from the drop-down menu beside External KB.

Depending on the knowledge articles you upload, you can create dialogs and provide answers for custom or shared queries.

The dialog section allows you to create simple FAQs or multi-step conversational flows for complex issues.

FAQs

7. You can choose FAQs and create your predefined conditions and answers. For example, if you want to help your users with printer problems, you can create and prepare answers for predefined questions.

Conversational for complex issues

8. If you want to answer complex questions, select the conversational column and create your dialog flows. Conversational flows can be multi-step dialog flows with follow-up answers to questions.

Enable the Knowledge AI feature.

9. Integrating the Knowledge AI feature is easy. You can set it up by choosing this option from the drop-down menu.

Knowledge AI helps respond to unique queries from third-party resources, speeding up MTTR and reducing downtime impacts.

Create a fallback for agent handover.

10. The fallback dialog helps your bot handle unique scenarios not present in Knowledge AI or knowledge bases. This feature asks users to rephrase questions or offer help during agent handover.

Build MS Teams-Ticketing System from the marketplace.

Other than creating a bot from scratch, you can also choose to build your bot from the marketplace. It is an easier option to get started in no time.

Download from the marketplace.

1. Go to the Welcome Page.

2. Select a pre-built bot from the marketplace.

3. You can select your preferred ITSM platform, e.g., Freshdesk.

4. Find pre-built conversations.

5. Choose one conversation card.

6. Click download to download the Freshdesk bot.

Choose pre-built conversation templates.

7. Choose Automations from the left-hand side panel.

8. Select Drafts to find your downloaded conversations.

Create app workflow

9. The warning sign indicates that you need to create app workflow automation.

10. Provide all necessary details and save them.

11. Activate the workflow.

Go back to Dialog

12. Select Dialog to find your Freshdesk bot.

13. Click the dialog tab to find your dialog.

14. Select Create a Ticket dialog.

15. Select downloaded App Workflow.

Provide inputs for Call Automation.

16. Fill in details in the input fields.

17. Click Try to check the efficacy of your workflow automation by testing the conversation with Try.

Please note that all dialog with a warning must be prepared.

Publish your ITSM bot.

18. Click Publish to make your Freshdesk bot live.

Deploy in MS Teams

19. Select a bot chat channel to deploy your bot.

20. Select MS Teams to deploy your bot on Microsoft Teams.

21. Provide details in the window to activate your bot on Teams.

This is how you can easily embed the power of Generative AI or Knowledge AI for your MS Teams-based ticketing system and simplify its use for your employees.

Workativ provides a simple-to-use, no-code platform that seamlessly allows you to integrate with Knowledge AI or large language model architecture for RAG search all within your MS Teams and helps turn it into a powerful self-service for ticketing needs.

Zero effort is involved in building your GenAI-based ticketing mechanisms inside your MS Teams.

• Your teams require no prior training to get started with Generative AI-based ticketing systems.

• MS Teams is a familiar and intuitive platform for your employees to leverage ticket automation.

• Workativ provides 24/7 support to help you with your workflow setup.

Workativ unlocks immense opportunities to apply Generative AI features to your workflows and automate help desk requests.

This means employees can create tickets without asking human agents and get real-time help.

The robust approach of Workativ expedites service desks with MS Teams-based ticketing systems built on GenAI.

• Custom answers for enhanced employee support

RAG within Workativ conversational AI provides answers to unique questions for human agents. Employees can solve their problems steadily by connecting with relevant persons or stakeholders and eliminating confusion.

• Centralized ticketing system for end-to-end service desk support

MS Teams has become a powerful ticketing platform that unleashes the power of GPT. This helps employees centralize all ticket information in one platform, reducing the need to toggle between multiple devices or platforms and become aware of ticket status. Workativ centralizes ticket information within MS Teams, allowing employees to create tickets, check status, connect with agents, and solve problems in real-time.

• Enhanced knowledge management for collaborative IT support

MS Teams can pull information from Knowledge AI or third-party knowledge repositories to feed custom needs and solve unique challenges. Besides, Workativ and MS Teams apply Knowledge AI to enhance knowledge management so that teams can collaborate effortlessly, find information, and speed up problem-solving.

• Streamlined repetitive tasks

Workativ’s Knowledge AI elevates the pace of problem resolution for repetitive tasks. By applying Knowledge AI search, employees can easily handle issues such as password resets, account unlocks, and VPN settings and improve productivity.

• Higher end-user experience and satisfaction

Employees and service desk agents collaborate efficiently with each other and interact to solve problems quickly. Workativ’s Knowledge AI provides AI suggestions to craft new messages, offers consolidated responses for employees to find answers quickly, and enables agents to swiftly derive answers from knowledge repositories and share them with users for instant help.

• Practical use cases for ESM needs

Workativ’s Knowledge AI and MS Teams combine to offer use cases for enterprise service management. HR support, IT support, Finance, Marketing, and Sales can easily utilize company-specific KnoweldgeGPT and transform employee support.

An MS Teams bot built with Workativ’s Generative AI transforms service desks. If you can effectively set up the MS Teams ticketing system, you can unleash many benefits.

• Faster ticket resolution

Users can create tickets within MS Teams without human intervention. Agents can track tickets in MS Teams, triage them, allocate them to the right agent, and solve tickets instantly.

• Reduced MTTR

Agents can constantly monitor tickets within MS Teams and take instant action to help employees reduce MTTR. Knowledge AI or Generative AI can suggest responses or correct steps to mitigate issues based on previous actions or history.

• Agent efficiency

Knowledge AI helps triage tickets instantly, removing the manual need to allocate tickets, saving agents’ time, and helping them address critical issues.

• SLA maintenance

Workativ’s GenAI-based MS Teams for ticketing system reduces MTTR, which ultimately improves SLA and user experience.

• Cost efficiency

Workativ encourages significant bottom-line savings by reducing the need for data storage systems, developer costs, and user training by allowing users to leverage its no-code platform.

• User experience

Microsoft Teams is a familiar collaboration channel to improve the adoption of self-service easily. Users can interact easily and handle tickets for their problems.

• Rich insights into data and analytics

Integrating GenAI with Workativ’s conversational AI platform enables service desks to harness rich insights and use them to create performance reports.

Workativ enables end-to-end ticketing management within MS Teams for your ITSM platform, allowing you to seamlessly leverage GPT or Generative AI.

Workativ provides a collaborative approach for service desk automation within Teams, eliminating the steep learning curve to understand ITSM module workings.

As a result, your team needs less time to adapt and can quickly leverage the benefits of GenAI and the MS Teams ticketing system.

Workativ drives your service desk towards greater efficiency, higher user satisfaction, and growth with powerful automation.

If you would like to implement automated ticketing with the power of Generative AI within MS Teams, Workativ conversational AI is your answer.

Book a demo today.

1. Can MS Teams deliver the essence of the proper ticketing function with Generative AI features?

Microsoft Teams can easily mimic ITSM functioning with the powerful integration of Workativ conversational AI. The MS Teams bot can feature Generative AI features and automate end-to-end ITSM workflows within the platform.

2. Does building your GenAI-based MS Teams bot for a ticketing system require a steep learning curve?

Workativ is a no-code platform with an easy-to-use and intuitive interface for creating custom ticketing systems for MS Teams. Unlike with ServiceNow, SolarWinds, and BMC, you do not need a developer.

Using Workativ’s support videos, you can quickly launch your MS Teams bot for service desk use cases.

3. Can MS Teams deliver powerful Generative AI properties for end-to-end automation of ticketing systems?

MS Teams has automation capabilities, but more is needed to build a dedicated ticketing system with full automation capabilities of Generative AI. With the integration with Workativ’s conversational AI platform, MS Teams can leverage Knowledge AI, apply it to information search, and enhance employee search experience in resolving service desk issues.

Employees can gain complete flexibility in creating tickets, tracking status, following up, and resolving issues faster without leaving the MS Teams collaborative channel.

4. How do service desks use Microsoft Teams as a GenAI-based ticketing system?

Microsoft Teams can easily pull ITSM features into its platform and enable seamless collaboration between employees and agents. Users can create tickets, connect with agents, and resolve tickets. On the other hand, agents can use Generative AI suggestions to craft instant responses, refer to past interactions, know actions provided, and capture better insights to help users with unique challenges.