Mindtree - Incident Management over Microsoft Teams

 

Mindtree - Incident management apps and solutions for Teams integrate relevant functions helping customers focus in resolving ticket effectively, helps collaborating with user, and make decisions faster. Robust internal chat capability with customizable channels and tags Customizable tabs that can be used for quick access to important files and collective information used by teams Collaborative development platform with seamless integration for monitoring incident management and data visualization

Teams helps to expand solution portfolio and the practice. Building MS Teams app for Mindtree - Incident management helps customer productivity by unifying content, data, and workflows. Create value to customers by bringing business use cases to life, allowing users to deploy and adopt new services as part of their natural day today work.

 

Managing tickets made easier with Mindtree - Incident Management Solution

 

Mindtree - Incident Management Process bridges the communication gap between end-users and IT agents. IT Service Desk adjusting to the demands and evolution of the modern workplace for effective incident handling and incident resolution. MS Teams integrate team-communication and incident response processes in one place, making it an incredibly useful tool in continuously driving improvements in monitoring through automation, enabling faster incident detection and response. Bot services can help reduce the overhead of the front-line response teams by inserting an automated layer and interactive for employees to engage resources.

 

 

Users

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Mindtree - Incident Management App helps all kind of users to manage their tickets from a single platform effectively.Users can create, view, search and edit tickets and directly connect with the agents/support person to get the action immediately done.

Agents

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This app enables agents, to manage their slots open for user interaction via bot.

Experts

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This app also enables Experts, to quick resolve the tickets by interacting with user, swap tickets and take actions.

Role Based Incident Management Tool : The Big Picture

 

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Normal Users Operations : The Big Picture

 

Normal user can create ticket,edit ticket, view ticket, withdraw ticket and can do live chat with the agents.

 

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  • Live Chat command helps normal user to connect with agent via bot.

  • View Ticket command helps normal user to select and view incident by search with severity/Category/Status.

  • Create Ticket command helps normal user to create incident.

  • Edit Ticket with ticket Id command helps normal user to Edit particular incident details.

  • Withdraw Ticket with ticket Id command helps normal user with option to withdraw particular incident.

  • Feedback command helps normal user to provide feedback on closed incidents.

 

Agent Users Operations : The Big Picture

 

Agent can perform the live chat operations with Watch, Unwatch, Accept requests, Reject requests

 

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  • Show Options command helps Agent to get all availble options.

  • Watch command enable Agent to start receiving live chat requests from normal users.

  • UnWatch command disable Agent from receiving live chat requests.

  • AcceptRequest command helps Agent to accept live chat requests avalible.

  • RejectRequest command helps Agent to reject live chat requests availble.

  • Disconnect command helps Agent to disconnect the live chat from particular user.

 

Mindtree - Incident Management System provides view and edit ticket options for Agent users:

 

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Expert Users Operations : The Big Picture

 

Experts can resolve tickets which are assigned to him/her.

 

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  • Expert user can resolve issue which are assigned to themselves.

  • Clicking on Resolve" or send "resolve" to bot will reply with assigned tickets to expert user.

  • Expert User can "Quick resolve" with comments and change status.

  • Expert User can "Swap" the ticket assigned with another Expert.

 

 

Management can get notification of weekly report.

 

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Collaboration with Microsoft Teams