ExplainerUC&C31 Jan 2023 · 4 min read

Alvao Service Desk for Microsoft Teams Review: Retrieve and Share Service Requests via Teams

Alvao Service Desk is a Teams-based internal helpdesk app by Scandinavian software developer Alvao.

Alvao Service Desk app for Microsoft Teams

Alvao Service Desk is a Teams-based internal helpdesk app by Scandinavian software developer Alvao. The company was founded over two decades back and specialises in developing custom software solutions for asset management and service desks. The company has worked with large regional enterprises, including Czech Republic’s largest lottery and gaming company, SAZKA, Czech TV, and Hartmann Rico. Alvao also builds custom tools for managed service providers (MSPs) and enterprise ITSM teams.

Alvao Service Desk is among the company’s prebuilt solutions for the Microsoft ecosystem. It leverages Office 365 tools like Microsoft Outlook and Microsoft Teams to streamline internal helpdesk operations, particularly for ITSM. However, the platform is also useful for non-IT helpdesk scenarios like facility management, fleet management, human resources, etc. Alvao Service Desk is ITIL certified, which means you can deploy the solution with complete confidence in its process integrity.

Alvao Service Desk bundles together a host of essential features you’d require to support employees and internal customers. There is a service catalogue, knowledge base, self-service portal, incident management module, and other key capabilities. Alvao Service Desk for Teams converts the Microsoft Teams environment into a request submission portal for employees. Teams administrators can now manage service requests directly from Teams and complete the ticket resolution lifecycle using the web app.

Let us explore the key features of Alvao Service Desk in detail.

Inside Alvao Service Desk for Teams

Before you can start using the Alvao Service Desk app, you will need an active Alvao account. You can contact the company for a demo and custom quote of their Microsoft-centric service desk solution if you aren’t an existing Alvao customer. Next, leverage the solution to configure service request workflows and set up approval systems. Users may segregate and prioritise requests based on their importance and the relevant admin department.

You can download the Alvao Service Desk add-in for Teams from Microsoft AppSource. Here are the features to expect.

The Alvao Service Desk messaging extension - You can use the messaging extension to quickly find and retrieve service requests without leaving your ongoing Teams conversations. You will find the Alvao Service Desk icon below the message composes area. Click on the icon to open a search window to type in your query. The integration makes your Alvao data accessible from the Teams app, and your search query will be matched with registered service requests on Alvao to return the most relevant results.
Adaptive cards with request summaries - When you look up a service request using the Alvao Service Desk Teams app, it will appear as an adaptive card in line with the conversation. The card carries a comprehensive summary of the request’s details – including the name of the employee who initiated the request, the person to whom the request is assigned, the service category, and the status.
Universal request search - Besides the messaging extension, you can search through Alvao service requests using the universal search bar on top of Teams. This search capability is extremely intuitive. For example, you can type in the service category, and it will automatically display all available requests in that category for your perusal. You could either type in the full request name or enter a portion of the name and choose the relevant result from the list that appears.
Easy sharing of service requests with Teams users - This is the flagship capability enabled by the Alvao Service Desk app. It makes it easier for IT, HR, and other admin professionals to collaborate on requests and quickly find a resolution. You can find, retrieve, and share Alvao service requests through Teams chat and channel conversations.

Why the Alvao Service Desk App Makes a Difference

The app has a simple value proposition, and it does it well. You can integrate your service request repository with Teams so multiple admin professionals can find, share, and collaborate on service requests. This results in a dramatically faster mean time to resolution.

What We Think

Alvao Service Desk is a one-stop solution for your internal helpdesk requirements with advanced workflows, prioritisation, delegations, and request form design. The Teams app makes it easier to realise Alvao Service Desk’s full potential through collaborative request handling.

Download it here.

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