Microsoft Teams

Microsoft Teams

Access the self service portal, Requests, and Solutions, right from your Microsoft Teams account. You can also perform various help desk actions through the ServiceDesk Plus bot and the messaging extension.

ServiceDesk Plus Cloud will be available in Microsoft Teams account only if your administrator has configured the integration for your service desk instance.
Role Required: Requester in ServiceDesk Plus Cloud and any user in Microsoft Teams.

ServiceDesk Plus Cloud Bot

Using the ServiceDesk Plus bot commands, you can report incidents, track requests and approvals, add notes. This bot is available only in one-to-one chat.
You can access the ServiceDesk Plus bot in the following ways:
  1. Click the (⋯) option in the left panel.
  2. Choose the ServiceDesk Plus Cloud app to start a conversation with the bot.


You can also go to the Chat tab to converse with the bot.

You need to authorize the bot to access your service desk instance details. Click the Authorize button. Sign in to your Zoho account or use SAML authentication as instructed here.



 The authorization link will expire after a specified time limit, causing authorization failure. You can regenerate the Authorize link by typing 'authorize' in the chat interface. 
To get started, type 'help' to view the list of commands available.


The table lists the supported commands and their functions for requesters:

Chat Commands
Description
Select Instance
Lists instances associated with the logged-in requester.
View All Requests
Displays all requests created by the logged-in requester.
View My Open Requests
Displays open requests of the logged-in requester.
Pending Approvals
Lists pending approvals of logged-in requester.
Search Request
Searches among all requests of the logged-in requester.
Create Request
Creates a request using the default template configured for the instance.

 

Select an instance to report incidents, track requests and approvals, and perform other actions.

 Incidents will be raised in the default template only. 
Incidents cannot be raised if your administrator mandates any field in the default template other than Subject field.
When you view an existing request, you can add a note to the request.

ServiceDesk Plus bot can only built-in commands. For more commands, click authorize and revoke, as required.

Additional Tabs in ServiceDesk Plus Cloud Bot

Requesters can access Home, Requests, and Solutions from the ServiceDesk Plus bot tab.
  1. Home - Access Self Service Portal.

  1. Requests - View request list view with requests you created.
  1. Solutions - View the knowledge base articles created in ServicesDesk Plus Cloud.

 Click the instance name dropdown to switch between requests of multiple service instances.

Messaging Extension

The ServiceDesk Plus Cloud messaging extension enables you to search through the application knowledge base and post the solution articles over a team channel or a personal chat. You can also use the messaging extension in your ServiceDesk Plus bot.
  1. Go to a team channel, personal chat, or ServiceDesk Plus bot, depending on your requirements.
  2. You will need to authorize ServiceDesk Plus Cloud to be used as a messaging extension in Teams. Click the sign in link provided to authorize your ServiceDesk Plus Cloud account. On the Zoho accounts page, you can either sign in using your Zoho account or through SAML authentication as explained here.
  3. Right click the icon to pin the app on the compose box.
  4. Click the icon to search through the solutions and share them over a channel or the chat you're in.



Access ServiceDesk Plus Cloud Instances from Teams Channels 

Administrators can add service desk instances as tabs in Teams channels.

Under the tabs added, you can access the Requests module from the respective service desk instance.

Access ServiceDesk Plus Cloud App from Teams App

ServiceDesk Plus Cloud bot and the messaging extension will be automatically synced to your Teams account across all logged-in devices.
To access ServiceDesk Plus Cloud from Teams mobile app, click More and select ServiceDesk Plus Cloud App.

You can access the following entities and perform the associated operations:

Entity
Operations
Home
View request summary: Pending requests, On-hold requests, or completed requests, awaiting update
Requests
Access request list view or detailed view
Filter list view
Search for requests based on subject
Close, add note, reply, or view history
Solutions
Access solution list view or detailed view
Filter list view
Search for solutions based on title
Like, dislike, view history, or view comments
Based on permissions, requesters can switch between instances from any tab.

Authentication

You are required to authorize ServiceDesk Plus Cloud application initially while using the bot or messaging extension.

The Zoho Accounts page will be opened for authentication where you can sign in using either of the following ways:
  1. Log in using Single Sign-on (SSO): Use any third-party applications like Microsoft Azure or Google apps to validate Single Sign-on for your organization users.
  2. SAML Single Sign-on: Enter your Zoho email address in the login form. You will be redirected to the Teams page to continue the sign-in process. Note that you will be redirected for SAML authentication only if the email address matches the organization domain name used to configure SAML.
  3. Log in using your Zoho credentials: Enter your Zoho email address/phone number and password.
Once you are signed in, you can start using the bot or messaging extension.
The authentication for the bot/messaging extension is universal - logging into the bot will automatically validate login to the messaging extension and vice versa.  
Users can access the bot and messaging extension in all connected devices after they validate the authentication.

Access ChatGPT from Microsoft Teams

This feature will be available only if your administrator has configured ChatGPT integration and enabled it for Microsoft Teams in your service desk instance.
Outline the request description via ChatGPT in the ServiceDesk Plus Cloud bot.

Click Summarize on the request description card.

ChatGPT also powers the ServiceDesk Plus Cloud bot, providing answers to user queries in the bot.

 A one-time authorization is required to allow ChatGPT to predict responses based on the conversations. 

Actionable Messages in MS Teams

Notifications in Outlook can be viewed as dynamic actionable cards in your bot/chat inbox.
This feature will be available only if your administrator has configured notifications from from Microsoft Outlook to be displayed in Microsoft Teams.

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