Microsoft Teams Integration

Alloy Software + Microsoft Teams

Alloy Software integrates with Microsoft Teams in two ways. IT teams can send Alloy Navigator notifications to Teams channels, while end users can work with tickets, approvals, and knowledge base articles through the Alloy Self-Service Assistant bot in Teams.

What is Microsoft Teams?

Microsoft Teams is a collaboration and communication platform for chat, meetings, calls, file sharing, and teamwork across organizations.

Teams notifications for IT teams

Use this scenario when IT teams need Alloy Navigator events delivered into Microsoft Teams channels. Notifications help service desk teams and stakeholders stay informed about new incidents, ticket updates, assignments, approvals, and other workflow events.

Key use cases for Teams notifications

• Send Alloy Navigator alerts to Microsoft Teams channels.
• Notify IT teams about new or updated incidents.
• Keep stakeholders informed about service desk events.
• Use adaptive cards to present ticket details in Teams.
• Reduce manual status sharing between Alloy Navigator and Teams.

How to enable Teams notifications

This scenario uses a Microsoft Teams workflow in Power Automate, an adaptive card, and an Alloy Navigator workflow trigger to post service desk alerts to Teams. For detailed configuration instructions, refer to the Alloy Navigator documentation: Microsoft Teams notifications.

Alloy Self-Service Assistant for end users

Use this scenario when employees need to interact with Alloy Navigator Self Service Portal directly from Microsoft Teams. The assistant lets users submit tickets, check ticket status, add comments, review approvals, and search knowledge base articles without leaving Teams.

Key use cases for Self-Service Assistant

• Submit new tickets from Microsoft Teams.
• View ticket details and add comments without leaving Teams.
• Check ticket status by ticket ID.
• Review pending approval requests and approve or reject them.
• Search the knowledge base and open relevant articles.

How to enable Self-Service Assistant

This scenario gives end users another channel for Alloy Navigator self-service. After the Microsoft 365 administrator initializes the bot and the Alloy Navigator administrator configures it, users can add the Alloy Self-Service Assistant app to Teams and work with tickets, approvals, and knowledge base articles from there. For detailed configuration instructions, refer to the Alloy Navigator documentation: Microsoft Teams Self-Service Assistant bot.

Use one or both Microsoft Teams scenarios

• Use Teams notifications when IT teams and stakeholders need Alloy Navigator workflow alerts delivered to Teams channels.
• Use Self-Service Assistant when end users and approvers need to work with tickets, approvals, and knowledge base articles directly in Teams.
• Use both scenarios together to keep IT teams informed in Teams channels while giving end users a self-service experience in Teams.