Use Microsoft Bookings via JSM portal in Microsoft Teams

Microsoft Bookings integrated in JSM streamlines service agents' processes, allowing efficient meeting management. Customers can choose preferred meeting times, removing the need for agents to schedule them. Agents also avoid the hassle of finding suitable times for both parties. Every scheduled meeting is linked to a specific work item for easier tracking and management.

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Feature at a glance

Microsoft Bookings integrated to your JSM processes allows customers to effortlessly schedule meetings according to agents' availability in Microsoft Teams.

Initiate a meeting with Microsoft Bookings in JSM

When a work item in JSM transitions to a specified status (e.g. WAITING FOR BOOKING, configurable in the project settings), the customer will receive a notification in Microsoft Teams that enables them to book a meeting.

Schedule Microsoft Bookings connected to JSM in Microsoft Teams

Depending on the notification settings, the customer will be informed about the status change of the work item and the possibility to book a meeting either:

• via customer chat (see green mark-up in below screenshot)

  • if one exists, this is the default option

• via personal Teams notification (see yellow mark-up in below screenshot)

  • This serves as the “fallback” option in case no customer chat exists. Thus, a notification is posted in the dedicated customer portal bot chat (e.g. IT Support)

  • We recommend keeping this option always enabled.

• via JSM comment

  • The booking link will automatically be posted in a public JSM comment visible to the customer.

  • This setting can be activated simultaneously with the options mentioned above.

Regardless of the notification settings mentioned above, Microsoft Bookings will always be accessible directly within the request in Microsoft Teams (if allowed and initiated before).

Enter booking details

Our integration takes over the Microsoft Bookings interface for scheduling meetings in Microsoft Teams. To book a meeting, select from various “types of meetings” that you’ve set up in Microsoft Bookings.

After choosing an option, users can provide additional details as prompted in the form to complete the booking process.

Check and change meeting details via Microsoft Bookings

Once the meeting is scheduled, the customer will receive a summary of their booking details in the customer chat or my request dialogue.

If customers miss a meeting and need to reschedule the support call, they can easily modify their booking details via their Outlook calendar.

Access meeting information (in Jira Service Management and Microsoft Teams)

As soon as the meeting has been successfully scheduled in Microsoft Teams, it will automatically be saved and documented in the respective work item in JSM, as well.

Shortly before the meeting starts, all involved persons can conveniently join with a click.

In Microsoft Teams, users can access meeting details in the "My Requests" tab. They can join meetings directly through their calendar in either Microsoft Teams or Outlook.

Outlook meetings vs. Microsoft Bookings

Our Microsoft 365 for Jira app offers two options for scheduling meetings:

• Meetings feature → Agents to user integration:
  Using our meetings integration in Jira, agents can schedule Outlook or Teams meetings according to the user's (Outlook) availability. However, this feature requires access to the user's Outlook calendar, which can occasionally complicate finding a suitable time if such access is not granted/in place.
  This feature works best for internal meetings.

• Bookings feature → User to agent integration:
  Agents can send a dedicated Bookings link to the user/customer whenever a meeting is required/adequate. Via the Bookings calendar, the user can choose a preconfigured timeslot (of the agent) which works best for themselves.
  This feature works best for external (customer) meetings.

Feature configuration

Microsoft Bookings needs to be configured in the project settings via the Jira (project) admin.

During the set-up, we strongly recommend to use a dedicated service user to enable Bookings. Basically, any Microsoft user can serve as a service user, but choosing one not tied to an individual (user) will prevent workflow disruptions, if roles may change.

User configuration

This feature offers instant accessibility with no user configuration needed; you can start using it right away.

Admin configuration

To enable this feature, the Jira project admin must first configure it through the project settings of your JSM project.

Under “Microsoft 365 features” → “Outlook meetings and calendar” → Bookings “Configuration”, the admin can access all steps required for the set-up. The process is simple and can be completed with just a few clicks.

Configuration at a glance

Useful links

• Want to schedule meetings with customers or team members via our meetings integration in Jira? Check it out: https://support.yasoon.com/M365FJ/meetings-availabilities-meetings

• Want to deep dive a little more into our Presets for Microsoft Teams, email and meetings? Check them out: https://support.yasoon.com/M365FJ/presets