Internal ticketing with Microsoft 365 for Jira

Using Microsoft 365 tools with Jira Service Management (JSM) for internal ticketing is a really strong use case for many of our customers. In the following sections we show you, how we recommend using both tools together and thus speeding up your ticketing.

Challenge

Picture an employee facing an urgent IT issue, unsure whether to email or log a ticket in a separate portal. Meanwhile, IT agents juggle requests in different tools, causing delays and confusion. Operations managers can’t easily track the status of tickets. This lack of integration leads to frustration and inefficiency.

Solution

By combining Microsoft 365 and Jira Service Management, the internal ticketing process can be broken down into three key steps: raise support requests, customer-facing communication, and support team communication. Each step can be optimized using the integration, with optional automation to speed up the process.

Raise support requests

• Customer portal in Teams: Embed the Jira Service Management customer portal as a tab in Microsoft Teams, making it easy for employees to submit tickets directly from Teams. This also works in Outlook.

• Agent ticket creation from Teams: Agents can create tickets directly from any conversation or chat in Microsoft Teams, streamlining the process.

• Agent ticket creation from Outlook: IT support agents can also create tickets from Outlook emails, ensuring that no request is missed.

Customer facing communication

• Customer chat: Support agents can chat with the reporter and other ticket participants directly in the Jira ticket, ensuring clear and efficient communication.

• Customer meeting: Agents can schedule a customer meeting directly within the Jira Service Management ticket, improving coordination and follow-up.

• Agent booking page: Customers can book meetings related to their JSM request in Microsoft Teams through Microsoft Bookings, ensuring smooth scheduling COMING SOON

Support team communication

• Teams triage channel: Support teams can share tickets with co-workers via a dedicated Teams triage channel, enabling quick collaboration on ongoing issues.

• Internal chat: Agents can use internal chat in Teams to discuss tickets with co-workers, directly linking the conversation to the Jira issue.

• Stakeholder email: Agents can send email updates to stakeholders or external participants, ensuring that all parties are informed.

• Agent calendar: The availability and customer meetings of agents are shown in their Outlook calendar within Jira, improving scheduling and coordination.

• Request summary: You can add a chat backup and an AI driven summary of your chats as a comment to your JSM tickets.

By integrating Jira Service Management with Microsoft 365, internal ticketing becomes more efficient, with easy access to JSM from Microsoft 365, quicker and transparent communication, improved customer satisfaction, and scalable operations through cross-tool automation.