Hand on heart. Email is dead. All communication today takes place in chats or messenger applications. Anyone who uses email is kind of yesterday’s news. Even corporate users have become accustomed to communicating in teams channels or chats. Using email creates a real media break, even though it is already integrated into most enterprise service management platforms. Chats, however, are not. But that is changing now!
Contact persons cannot be reached by phone, information about conversations is not documented completely or clearly, documents belonging to the ticket can only be put together with difficulty. Working like this is time-consuming and error-prone. Loss of information or unclear information are the result. Frustration is preprogrammed.
Instead of a telephone call, a chat is started that involves all participants. The user answers whenever he or she can. If necessary, other specialists can be invited into the chat. Documents and screens are easily shared or directly transmitted, phone calls can be recorded and archived.
Everything is automatically documented in a central place. Information is not lost and can be retrieved at any time.
USU Service Management: Version 5.2 incl. Generic Interface Version 2.9
Micro Service:
Installed on a Windows server or deployed as a Docker image.
Requires access to the Microsoft Graph API and the USM instance
USU Marketplace: https://services.usu.com/knowledgehub/de/main/solution-corner/usu-it-service-management/products/ait-agent-integration-inside-teamsÂ
- Simple integration through the installation of a standardised AddOn Package.
- The additional MicroService establishes the connection to the Microsoft API.
- Dedicated Smart Tiles for launching MS Teams actions.
- New info object for use in the workspace / dashboard
- Initiation of a ticket-based chat possible at any time
- Synronisation of the chat history in the ticket and use of the search function
- Central administration
- Search function to find chat histories
With AIT – Agent Integration inside Teams it works.
Modern communication without media discontinuity offers many advantages:
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