Updates to ServiceDesk Plus Cloud for Microsoft Teams: improved chatbot, ESM and user interface



2020 has seen an increase in the number of organizations adopting remote working to adapt to the new normal, leading to an increased reliance on digital collaborative workspaces like Microsoft Teams. As organizations migrate critical business processes to such digital workspaces, IT service management teams need to leverage these platforms as channels to deliver IT and enterprise support.

ServiceDesk Plus, with its tight integration with Microsoft Teams, helps organizations achieve this by integrating the service desk into Microsoft Teams and bridges the gap between end users and service delivery teams.

What’s new?

On the heels of the successful delivery of the ServiceDesk Plus Cloud app for Microsoft Teams, we’re excited to bring you a host of new updates this fall. This second iteration adds several features within Microsoft Teams, helping to deliver a native service desk experience to end users while enabling technicians to better manage their tasks. The ServiceDesk Plus app for Microsoft Teams now features a redesigned tabbed interface based on the all-new minimalist, user-centric user interface of ServiceDesk Plus Cloud.

A one-stop service desk within Teams

Expanding the scope of ticket management in the Microsoft Teams chatbot, the ServiceDesk Plus Cloud app features a redesigned interface that adds the self-service portal, solutions, and request tabs to the chatbot. From reporting an incident to requesting a new service, to finding solutions in the knowledge base, users can perform a multitude of activities directly from the chatbot interface, reducing lead times. execution while ensuring easy access.

Transparent service delivery with enhanced ESM capabilities

Organizations can now make it easier for end users to access service centers across multiple departments, such as facilities, human resources, and legal departments, to register tickets and request services. End users can report an incident or request a new service from different departments quickly with the ability to navigate between service desk instances with one click instead of opening multiple tabs.

High productivity for service center teams

The ServiceDesk Plus app adds a broad set of functions within Microsoft Teams to maximize the efficiency of service desk teams operating in digital workspaces. Technicians can now provide faster resolutions to tickets while staying on top of the tasks ahead by accessing the knowledge base and assigned task list within Microsoft Teams.

Check out the new enhancements to the ServiceDesk Plus Cloud app here.

We’ve already started work on bringing more exciting new features to the app to help your organization bridge the gap between service desk teams and end users.

Do you have suggestions ? Leave a comment below or write to the ServiceDesk Plus team at [email protected]

The article ServiceDesk Plus Cloud Updates for Microsoft Teams: Chatbot, ESM, and User Interface improved first appeared on the ManageEngine blog.

*** This is a syndicated Security Bloggers Network blog from ManageEngine Blog written by Siddharth. Read the original post at: https://blogs.manageengine.com/help-desk/servicedesk/2021/07/08/updates-to-servicedesk-plus-cloud-for-microsoft-teams-enhanced-chatbot-esm- and-ui.html



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