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SysAid for
Microsoft Teams

Give your employees the best experience when they ask for help, right from Microsoft Teams.

PUTTING EMPLOYEE EXPERIENCE FIRST WITH SYSAID FOR TEAMS

Exceptional Service Delivery, Made Easy

Get employees back to work faster by supporting them where they “live and breathe” – they’ll simply chat their requests in Microsoft Teams, and get the help they need. As for you, you’ll remain in your ticket queue and stay productive! So go on, breathe easy, we got you.

Wow End Users

Give employees the consumer-grade, self-service experience they love around the clock

Empower Your Agents

Hit MTTR goals even faster by automatically categorizing and routing incoming tickets. So your agents can answer tickets more efficiently than ever before.

Better visibility

A clear “paper trail” for auditing and traceability is maintained within SysAid.

Now Available!

AI CHATBOT VIA MICROSOFT TEAMS

Turn your IT agents and team leaders into pioneers of productivity by baking AI into every element of service management and meeting your end users where they are.

Leverage the full power of generative AI, with SysAid Copilot’s AI Chatbot, to give employees all the knowledge they need in a consumer-grade experience. With this conversational self-serve experience embedded right inside Microsoft Teams, employees can ask their questions as easily as they would chat with a colleague. Click here to learn more

ITSM + Microsoft Teams Done Right

Create/Update Tickets

Open a ticket by simply telling the chatbot embedded in Microsoft Teams what you need. Then easily update it by adding an attachment or a screenshot – with the click of a button in Microsoft Teams

Get Notifications

The chatbot in Microsoft Teams will keep you and your employees up to date with automatic notifications.

Approve Workflows

Receive approval notifications and manage workflows directly within Microsoft Teams.

Initiate Teams Chats

Send a chat message to an individual user or group of users in Teams, from within SysAid. Also, initiate a conversation in Teams with a specific business team and dedicated channel, from within SysAid.

Access Records

Here’s your “paper trail.” Access a record of any Teams chat or conversation that was initiated from a SysAid ticket – via a link in the ticket’s activities.

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Frequently Asked Questions

What is SysAid for Microsoft Teams?

SysAid for Microsoft Teams is our employee-centric service desk, where employees can ask for help within the place where they “live” and collaborate. This service desk automatically determines what the employee needs. And then it uses automation in order to bring quick resolution.

Is There a Chatbot Involved?

Yes. SysAid for Microsoft Teams uses a chatbot, which is embedded inside Microsoft Teams so end users don’t have to switch platforms.

Coming soon in Q1 2024, our robust AI Chatbot as part of SysAid Copilot, our new generative AI-powered capabilities, will bring SysAid for Microsoft Teams to a whole new level with an AI contained, conversational self-service experience.

As of Q1 2024, our robust AI Chatbot as part of SysAid Copilot, will bring SysAid for Microsoft Teams to a whole new level with an AI contained, conversational self-service experience. Click here to learn more.

Is SysAid for Microsoft Teams Available for All SysAid Editions?

SysAid for Microsoft Teams is available for Cloud deployments with any SysAid edition.

Why Is SysAid for Teams Not Available for On-Premises?

Microsoft Teams is a Cloud-native solution. Based on our analysis, using Teams with SysAid On-Prem may open a security breach. Therefore, for the sake of our customer’s security, we can’t support it.

What Features Are Included in SysAid for Microsoft Teams?

  • Create, view, and update a SysAid ticket from within Microsoft Teams, using the chatbot. Updates include:
    • Add attachment/screenshots
    • Add notes
    • Change status of ticket, i.e. close/reopen
  • Receive automatic notifications from SysAid tickets to Teams chats.
  • Receive approval notifications in Teams and manage workflows directly within Teams.
  • See availability status of Teams users from within SysAid.
  • Send a chat message to an individual user or group of users in Teams from within SysAid.
  • Initiate a conversation in Teams with a specific team and dedicated channel from within the SysAid ticket.

What Are the Prerequisites for Having SysAid for Microsoft Teams Installed?

There’s only two prerequisites:

  • You must have Microsoft Teams up and running in your organization.
  • The Azure AD integration must be set up and enabled for your SysAid account.

Why Do I Need to Set Up SysAid’s Azure AD Integration as a Prerequisite for SysAid for Teams?

Microsoft Teams uses Azure Active Directory as the source for user management.

It pulls Azure AD user data to be used for chats, conversations, and updates.

As explained in the Microsoft documentation: Teams is built on Microsoft 365 groups, Microsoft Graph, and the same enterprise-level security, compliance, and manageability as the rest of Microsoft 365 and Office 365.

Teams leverage identities stored in Azure Active Directory (Azure AD). https://docs.microsoft.com/en-us/microsoftteams/teams-overview#teams-architecture

If I Want to Continue Using My LDAP Users and Groups, How Can I Use SysAid for Teams, Which Requires Azure Integration?

You’ll be able to continue with LDAP simply by activating Azure as a secondary user repository.

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