Integrations

Our Ticketing System via Teams is designed to be fully integrated with M365. Thanks to this integration, it’ll be possible for you to use our tool both on your SharePoint intranet and MS Teams.

Microsoft Teams

Once we set up the Ticketing System with your IT department, we’ll send you a .zip file to upload onto your Teams catalog.

This .zip file is the app package that allows you to enable the application in Teams for your colleagues.

There’s a full guide in the MS Documentation explaining these steps to you. If you want to read it, click here.

Once you’re done with these steps, you’ll be able to access the Ticketing System directly via Teams:

SharePoint intranet

Once you set up the Ticketing System, you’ll be able to link it to your intranet.

You simply can copy and paste the link of the portal where you’d rather: in the navigation menu, as an application in the home page, as a highlight button in the departmental page and so on.

Thanks to the SSO (single sign on), users can click the button and will directly land to the portal without putting mail and password again.

PowerAutomate

Premises

As we previously saw, our tool has a notification system that allows you to receive quick updates on the ticket lifecycle.

If you want to read more about the notification system, click here.

However, if you need to deeply personalize the notification system, it’s possible to create PowerAutomate flows and link them to the system.

Azure Power Automate is a cloud-based workflow automation service, offered by Microsoft, that enables users to create automated workflows across applications and services. It facilitates the integration of different systems and data management, improving business efficiency through the automation of repetitive tasks. Using an intuitive interface and tools like pre-built connectors, Power Automate lets you build complex workflows without requiring advanced programming skills. It is an integral part of the Microsoft Power Platform, supporting the digital transformation of organizations.

How to configure ServiceDesk to use Power Automate

To use this integration feature between the ticketing system and PowerAutomate, you must purchase a PowerAutomate Premium license. Click here to learn more.

ServiceDesk provides the possibility to specify urls to be invoked when conditions such as:

• Creating the ticket

• Ticket created

• Ticket editing

• Ticket change

• Ticket cancellation

• Ticket cancellation

Each endpoint must be configured in advance in Power Automate, and then the endpoints that are being configured are indicated. Assuming you already have endpoints configured in Power Automate, to instruct ServiceDesk to call these endpoints, you must prompt the settings area of the application and then select "Event Receiver".

The possibility to indicate the endpoints will then appear:

Currently, all endpoints that you create in Power Automate must be of type POST.