Why It Matters
Allowing staff to log tickets, receive updates, and approve solutions directly through a 1-on-1 Teams chat eliminates the friction of navigating to a separate web portal, drastically increasing the adoption rate of your helpdesk and speeding up resolution times.
How It Works
Once the AssetSonar IT Support app is installed, the entire support lifecycle happens directly within a private chat:
- Direct Interaction: Employees search for the bot in Teams and send it a direct message explaining their issue.
- Smart Routing & Visibility: The bot analyzes the user’s intent and will either surface relevant KB articles or provide a form to submit a ticket. Crucially, the bot respects standard system permissions and will only display the specific KB articles and forms that the user is authorized to see.
- Real-Time Notifications & Replies: As agents work on the ticket, the user receives instant status updates and agent replies directly in the Teams chat, and they can type a reply right there to update the ticket.
- One-Click Resolutions: When an agent proposes a fix, the user receives a notification containing two buttons: Solution works or Solution doesn’t work.
- Instant Closure & CSAT: If the user clicks Solution works, the system instantly marks the ticket as closed, notifies the user, and immediately serves them a Satisfaction Survey right in the Teams chat to rate their experience.
Next Steps
Open Teams, send a direct message to the bot explaining a test issue, and verify that it accurately provides the correct form or KB article based on your user permissions.
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