Microsoft Teams Internal Ticketing


Today I’ll be going through Jetdocs for teams. Jetdocs is a unified employee experience that allows you to submit internal requests, tickets, issues and approvals and have them routed to the right expert in your company for resolution every time. Now, most companies struggle to wrangle together workflows and rely on long messaging threads and group email inboxes. And when you look at service themes like It Ops, HR, Legal Finance and Office Management, having the proper processes in place is imperative for your organization to scale.

Let’s get started. So, Jetdocs is both a tab application as well as a bot application. And when users log in to your environment, they’ll be greeted with our Catalog, which is fully customizable to reflect your workflows in your company. For example, each one of these is a category. And when I click into one, like Facilities and Office Management, there are fully customizable templates that can be built out in the Catalog Builder.

Now, depending on your role permissions, you might see something different. Now, if you click on the top left, you can see Ticket Portal User Management, where admins can actually change role permissions work settings to show notification preferences based on different events as well as bot or email, as well as their integrations page. Now, when I jump back to the ticket portal, say, for example, I clicked on facilities again and clicked new employee equipment. So, you just hired someone, and they need a new laptop. Quickly you can fill out one of these fully customized requests to gather the information you need, collect the different files or cloud links you also need, and then click Submit Requests.

Once this is complete, you’ll be able to track the status of your requests. In my Request tab, we have four different statuses completed, Outstanding, Rejected and Canceled. And then for those of you who are actually responsible for resolving these tickets, that can be done in our Ticketing Center. And you can see this is broken up into three main categories. The first is our General Queue, which can be populated based on different people in your template, we have our Priority Center, which basically means you’re responsible for the next step in a process or a related Tickets, which basically means you might not be responsible for the next step.

But you can always add a comment or check in on the contents of a request. Now for example, if I clicked on one of these like New Headphone requests, you could see this is the Details page. And so, we have quick call to actions like Approve and Reject. Or you can actually complete and export the listed approval steps that I’ll show you in the Catalog Builder, the contents of the request, as well as our Comments and Activity log below, which show you an audit trail of everything that happens during the life cycle of a request or ticket. Now, in terms of actually building one of these out in the catalog builder you would click on the category click on which template?

Also, if you click New Template, you can get started with one of our 80 templates that come out of the box. And for example, if I click on New Employee Equipment, you can see that the title descriptions as well as the response fields have been set out here. If you click on the different data types, you can actually choose powerful ones like Cascading or even Company User, which is a dynamic field. If I click Edit on this one, for example, you can see here that you would make these options available in this multicascating piece and in this case a company user field can be referenced below. Now, as I scroll down into template setting, this is where you can actually build out your workflow.

This is split into three main sections. The first point of contact which can either be a queue based on the people listed here, or you can actually specifically select an individual user in your organization or select the user response field which is identified above. Lastly, if you’d like to add approval steps to get those approval or reject call to action buttons, you can do so here and you can again select Individual users or a response field.