Background

At Embee, we have developed an application on Microsoft Teams for the ITSM department to access and manage support tickets. It allows admins to assign and manage tickets sourced manually or from csv/mail directly through Microsoft Teams. Once assigned, engineers receive notifications and can view and act on tickets within Teams, streamlining the process.

Before: Challenges and Opportunities

• Providing real-time updates on ticket status can be challenging, especially if there are delays in data processing or system integration.
• Capability of handling exceptions such as invalid ticket numbers, ambiguous requests, or system errors, to prevent confusion and frustration among users.
• Automate the process of updating ticket status based on user interactions, reducing manual effort, and improving efficiency.
• Empower users to check the status of their tickets autonomously enhancing user satisfaction and reducing support overhead.

The Solution

• Built using Co-Pilot Plugins, which extends the capabilities of by connecting the other line of business application data to Microsoft Copilot to perform a wider range of actions.
• Assists admins and engineers to get details about a particular service ticket with just a single chat input and get the details in the form of adaptive card notification.
• Use of MS Teams capabilities to extend the co-pilot extensibility in the form of messaging extension to search, share and take the required action / updates on the ticket.

After: Value-Driven Results

• By providing real-time updates, Co-Pilot improves the overall user experience, leading to higher satisfaction levels among the users.
• Enabling of ticket status updates reduces manual effort and streamlines processes thus focus on higher-value tasks and improving operational efficiency.
• Enables users to check the status of their tickets autonomously, reducing dependency on support staff.