How to Resolve IT Tickets in 60 Seconds with MS-Teams and Ayehu

How to Resolve IT Tickets in 60 Seconds with MS-Teams and Ayehu
Author: Guy Nadivi

One of the most common things customers have asked us about, over the last year, has been how can they use MS-Teams as a front end to enable user self-service. Not surprising really, thanks to the work from home paradigm shift caused by the pandemic.

People aren’t in an office where they can just walk over to the help desk anymore, but they still need a way to get incidents remediated and service requests fulfilled. As it turns out, it’s pretty easy to provide that capability with MS-Teams, as well as other chatbots, by integrating with Ayehu NG, and automating many of the typical things service desks provided manually prior to the pandemic.

Before talking about that though, let’s start by recounting the amazing growth story behind MS-Teams, which Microsoft now says is its fastest growing app EVER! Just pause for a moment to think about that.

Microsoft Word.

Microsoft Excel.

Even Microsoft Windows itself!

None of those hyper-popular programs grew as fast as Microsoft Teams did, especially in the last year.

About one year ago, as the lockdowns started, MS-Teams claimed 32 Million Daily Active Users when Microsoft announced that Teams would be free.

Just one short month later, they acquired 12 million more users, growing at a bit over a 37% clip.

Just two months after announcing that MS-Teams was free, they were up to 75 million users, a growth rate of over 134%. Incredible!

The most recent numbers we have are for October of 2020, when Microsoft announced that Teams had 115 million users, an astounding 259% growth rate, and with it the indisputable title of market leader in what Gartner calls the “Workstream Collaboration” space. BTW – just to emphasize, 115 million users reflects the most recent numbers reported by Microsoft about 6 months ago. Nearly half a year later here in March 2021, the latest numbers are certainly far greater.

Microsoft Teams is now clearly the chatbot interface of choice for many enterprises and people around the world. That’s why it’s very important for your organization to start thinking about standardizing on Teams, or if you already have standardized, to begin taking advantage of this platform’s unique capabilities to enable innovation for IT.

What kind of innovation? Well, Microsoft Teams, like other chatbots, can help divert calls or tickets or work away from your help desk, and shift that load to end-users for self-service.

That’s important for many reasons, not least of which is your cost per ticket.

The average cost of remediating a service desk ticket is still somewhere around $20.

But if you turn incident remediation or request fulfillment into a self-service operation via MS-Teams, cost per ticket drops precipitously to $4 per ticket, or even less.

When you add automation to Microsoft Teams, you create an entirely new service channel for your end users that empowers them to remediate many of their own incidents and fulfill their own requests. That in turn diverts calls or tickets or work away from the help desk, freeing up your IT Operations staff for other tasks that perhaps have been backburnered due to increased workloads.

BTW – On the Ayehu home page, just below the video at the top, we have a brand new calculator to help you determine how much you can save YOUR ENTERPRISE on help desk ticket costs, using your own unique cost variables.

To the right of the calculator is a handy ebook on how to measure the ROI of IT process automation. I highly recommend downloading it as well.

Microsoft Teams with automation can do more than just lower ticket volume to your help desk, by diverting requests to a self-service channel.

It turns out that when you add automation to Microsoft Teams, you activate a number of important value propositions.

We’ve already discussed lowering ticket and call volume to your service desk, and reducing the cost of servicing a ticket.

Additionally though, empowering end users to remediate their own incidents via MS-Teams can also greatly slash your mean-time-to-resolution metrics.

All that end user empowerment and ticket diversion will also liberate your IT staff from doing tedious, robotic work and simultaneously free them up to work on more important tasks, not to mention raise their morale.

And last but not least, letting end users bypass the service desk to handle their own requests will almost certainly raise your customer satisfaction ratings, an increasingly critical KPI for IT Operations.

There’s no shortage of IT processes you can use MS-Teams to front-end for a self-service channel. Here’s just a few examples.

  • For general, run-of-the-mill end users, password resets, provisioning VMs, and/or resizing VM’s are all great use cases of IT processes that can be offered for self-service to just about everyone.
  • For function-specific end users, like HR staff or perhaps someone who’s in charge of their department’s print server, onboarding and offboarding or restarting applications or devices make great uses cases for self-service via MS-Teams.
  • Finally, let’s not forget IT Ops staff, who have tons of great use cases they could interact with through MS-Teams like remediating low disk space or restarting servers.

If you’re interested in test driving Ayehu NG and resolving your organization’s IT tickets in 60 seconds (or less) with MS-Teams and Ayehu, please visit our website and download your very own free 30-day trial version today by clicking here.

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