Active Helpdesk
Manage the flow of requests made by employees directly in Microsoft Teams using our app.
Valid from: 07. 12. 2023
Requirements clearly in Teams
- Concentrates queries from the channels of one or more Teams.
- Support staff manage individual requests, easily clicking through to the original query directly to the team.
- In the request app, they set the resolution status or escalate the request to the next level of support, and can push frequently asked questions to the FAQ for processing.
- They answer the query directly from the app. Acknowledgement to the author of the query is automatically inserted, so they are immediately notified of the answer.
- By answering the query, the request is closed. If it is necessary to clarify the wording of the request or to add additional data, the request is left as a work in progress in the application for further processing.
Other sources of requirements
The solution can also be modified for other sources of requests. These can be e-mail requests that are sent to a specific email address or requests entered via a form in Forms.
Benefits
- Placing support in Teams
- Managing the flow of requests to support staff
- Speeding up the handling of requests
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