ALVAO for Teams

ALVAO for Teams is an add-in for Microsoft Teams that allows you to:

create a new ticket in Alvao from a message,
conveniently search for tickets and other useful information,
insert links to tickets in the messages you send,
receive notifications from Alvao.

ALVAO Bot

Chat with the ALVAO Bot in Teams - Chat - ALVAO Bot to find useful information, or resolve your issues by yourself. Type in help to get an overview of available options including a list of buttons representing the tiles under the search field on the web application's main page, like Submit new ticket, My asset, etc.

Type in a phrase you want to search in Alvao, and the bot will reply with a list of found news, knowledge articles, your existing tickets, and services for submitting new tickets. The search works in a similar way as the search on the web application's main page.

By turning on the option user menu (top right) - Settings - View - Send notifications by MS Teams Add-in, the bot will notify you of important events in Alvao straight in the chat.

Additionally, the bot understands the following keywords:

config - configuration of the add-in
login - user login into Alvao
logout - user logout from Alvao

Creating ticket from chat

In MS Teams chat or a team channel, hover over the message to display commands, click the three-dot button, and select More actions – Create ticket in Alvao.
Fill in the form with additional information.
Submit the dialog and the ticket will be created in Alvao. A new card with details of the ticket will be inserted into the compose message area so you can immediately post it to the chat.

Inserting ticket tile in chat

In MS Teams, select the Alvao app in the command bar under the message input field.
The add-in will automatically offer you the 5 tickets you last worked with in Alvao.
If you want to search for another ticket type at least part of the ticket name, the ticket number, part of the service name, the requester name, or the solver name in the input line. The add-in will offer you tickets matching the text you entered.
Select the ticket you are looking for from the menu. This will insert a tile representing the ticket into the chat or the team channel. Recipients of the message can navigate to the ticket page in Alvao by clicking on the Show ticket button at the bottom of the tile.

Note:

You can also insert the ticket tile into the message text by pasting the url of the ticket page in the Alvao WebApp. The url will automatically change to a tile.

Searching tickets

In MS Teams, type @alvao in the search bar in the window header.
Enter at least part of the ticket name, ticket number, or other information in the input line of the add-in. The add-in will offer you tickets matching the text you entered.
Click the ticket you are looking for in the menu. The ticket tile will appear below the input line. In the tile, press the Show ticket button. This will display the ticket page in the web browser.

Tip:

You can click on the icon in the top right corner to copy the tile to your clipboard and then paste it into a chat message or a team channel.

Did not find what you were looking for? Ask our technical support team.