In the enterprise, the IT helpdesk has become an indispensable part of business operations. It is playing a critical role in supporting business users with uninterrupted technology services. Without the IT helpdesk, employees would keep running into level 1 general issues that could affect their productivity.

IT Helpdesk efficiency will be being impacted by a plethora of factors. These include:

  1. Escalation support team having to attend to low-value tickets and also being involved in the resolution of basic issues that take a lot of time to answer hence impacting SLAs for severity ‘A’ tickets

  2. Employees approaching IT to support team for trivial issues and subsequently having to wait long hours till the issue gets resolved

  3. To create tickets, employees have to access an external service desk tool, over calls and emails

What it does

This is an ITSM BOT that integrates with any ITSM tool to ease the process of creating and managing request using its AI capabilities.

How I built it

It is built using the .NET Core framework with Azure as a backend. This integrates with the SymphonySummit ITSM tool using APIs.

Challenges I ran into

Integrating ITSM tool and making use of teams specific features

Accomplishments that I'm proud of

Successfully end-end building an enterprise-grade Teams Application

What I learned

A lot about Teams Platform and its capabilities

What's next for TIM-TALK

Releasing the application to Teams AppStore as an evaluation subscription basis and make it cross ITSM tools compatible. Also, run automation scripts along.

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posted an update

Hi Team, I have completed my submission. However, if there are any changes I will update by the deadline. I have also placed the instructions document inside the Teams App Package manifest, kindly extract it for more details. Thanks!

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