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More and more companies have started to use Microsoft Teams as an employee help desk, giving employees the ability to get support from the app, making the process much more efficient.

Do you use Microsoft Teams for team collaboration? Do the support desk agents miss the critical ticket updates, such as the next deadline or employee response? Not only does MS Teams help employees get quick support, but it also improves the productivity of your help desk agents.

Below are 12 reasons that might convince you that Microsoft Teams is the next step for both helpdesk agents and employees.

12 Reasons to Integrate Microsoft Teams to Helpdesk:

1. Communication and Support on the Same Window:

If Microsoft Teams is the communication and collaboration tool for your employees, asking them to switch to a different app can be inconvenient whenever there is an issue. The process involves switching between apps and often involves additional training on how to use new software.

Why go through so much trouble when your help desk can live within Microsoft Teams? Since employees often use it to talk to each other, they would also use it to raise support issues. On the other hand, the IT and operations teams will have a centralized ticket queue to organize, prioritize, and resolve instead of dealing with multiple requests coming in.

2. It Works for Businesses of All Sizes

Microsoft Teams is used by small companies as well as large organizations. Any business of any size needs a help desk to resolve issues quickly. Setting up a help desk in Microsoft Teams takes only a few minutes and a huge improvement over no tracking. If you are a large company, implementation still takes only a couple of weeks, and productivity will grow across the company.

3. It Uses AI with Human Touch

Employees are naturally conversing at an internal help desk. Unlike traditional customer support, an internal help desk has a more personal relationship between the end-user and the support agent. Microsoft Teams is a great place to create and respond to help desk tickets. It's a free-flowing, conversational experience that emphasizes human interaction. Employees are assured that they are interacting with their coworkers rather than a faceless service agent.

4. Employee Queries and Auto Ticketing

Employees don't have to create tickets but can auto-resolve their queries after interacting with the chatbot integrated with MS Teams. The chatbot can create a ticket on behalf of employees if the bot's support isn't sufficient.  

Next, someone contacts a helpdesk gent asking for help with their CRM password reset. Someone on the Help-IT channel next needs a new battery for her mouse. These questions will be routed to a triage team, which is the virtual basket for all incoming requests. Furthermore, once the ticket is assigned to the correct person, employee queries may clarify without leaving Teams.

5. Simple UI Promotes Usability

The first reason that your IT helpdesk needs Rezolve.ai is because of its user adoption and implementation. It offers a simple and straightforward user interface and straightforward functionality to perform precisely what you need. The UI was designed for both agents and end-users to use self-service, making it easy for end-users to report issues and for agents to organize and solve them. Whether you're an agent or an end-user, the Service Desk will make your life easier.

6. Flexible Workflows

Microsoft Teams -based support software workflow reflects the company's process and helps you design your workflow with a built-in designer. You can design your own workflows or import existing ones from other marketplaces. However, you design your workflows; they are fully customizable within the Rezolve.ai application within Microsoft Teams.

7. Reports and Analytics

Helpdesk software like Rezolve.ai performs powerful real-time reporting so that you can analyze trends in your workload. Additionally, you can create custom reports that query any performance data and display information on dashboards to share with your team. Additionally, it will help you measure your key performance indicators accurately, allowing you to improve service quality and improve customer satisfaction.

8. Everything You Need in A Single Window

MS Teams offers a single-window hub. The platform works with Office 365, giving users easy access to Office productivity apps such as Excel and Word and cloud storage and syncing solutions such as SharePoint and Power BI.

Rezolve.ai ensures that automated employee service desks act as virtual assistants to all your employees and offer solutions to their issues. The system uses artificial intelligence to understand the details of every issue raised by the employees and then uses the vast knowledge base of your organization to come up with the best possible solution.

9. Maximizing Microsoft Investment

The use of Teams improves collaboration and communication while simultaneously helping to further the adoption of Office 365. By sharing files, meeting agendas, and synching with other Office apps such as OneNote, OneDrive, and Skype for Business, staff, can organize meeting schedules from their calendars.

The more your business adopts Teams, the greater the return you will receive on your investment. Within three years, you can expect an ROI of 162% on your investment.

10. Empower Self-service and Eliminated L1 Ticketing

The Microsoft Teams helpdesk software integrates the chatbot where all the employee's FAQs are kept automatically for employees to use. The chatbot then searches the knowledge database to self-serve itself by referencing all of your publicly available solution articles. If their query has not been resolved, they can go ahead and submit a new ticket by clicking "Create a new ticket," which typically goes into L2 or L3 tickets.

11. Customer Services Ticket Notifications Based on Pre-defined Conditions

Microsoft Teams integration allows you to receive all new ticket notifications via Microsoft Teams – no more flooded inboxes. Rezolve.ai's very own integration enables help desk admins to automate notification posting on Microsoft Teams. You can choose what notifications to post based on specific conditions. Never miss a high-priority ticket again!

12. Escalate Critical and Overdue Tickets Direct from Teams

Help desk administrators can easily monitor the ticket status by creating custom channels that send conditional notifications. If an agent wishes to escalate a ticket to another agent, they can do so without switching to the help desk interface. This ensures that critical/overdue tickets are always brought to the attention of the right person. Having a workflow in place ensures high-quality support.

Key Note:

Having the ability to address and resolve incoming inquiries quickly is a trait of productive offices. However, help desk personnel have to switch back and forth between systems, which can cause delays.

Microsoft Teams as a help desk is a win-win because it centralizes the queue of tickets for organization, ranking, resolution, and reporting.

Regardless of your company's size, using Microsoft Teams as a help desk is a smart choice. Use a tool like Rezolve.ai or build your own bot to cut response time, organize inbound requests, and answer common questions automatically.

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