ALVAO IT Service Management for Microsoft Teams

ALVAO for Teams brings IT support directly into Microsoft Teams, so users can get help without leaving the tools they use every day.

When a user describes an issue in a Teams chat, ALVAO surfaces relevant tickets, related assets, and Knowledge Base articles straight away. If the answer is already in the Knowledge Base, the user can read it directly in Teams and resolve the issue on their own. If not, a ticket is created in the same chat — linked to the right service and the right asset.

Key capabilities

Ticket creation and management in chat

• Users submit tickets directly in Teams chat, selecting the appropriate IT service without leaving the conversation
• Agents create tickets from incoming chat messages with one action
• Chat messages can be saved to existing tickets directly from Teams

Smart suggestions on first contact

• When a user describes a problem, ALVAO automatically suggests related open tickets and relevant assets
• Knowledge Base articles are offered in the chat so users can resolve common issues themselves, without opening ALVAO

Agent tools inside Teams

• Integrated ticket dashboard for agents — manage and prioritise work without leaving Teams
• Search and filter tickets by status or solver directly in chat
• Share relevant tickets in conversation to provide context for faster resolution
• Flag key messages as Important or mark them as Solution for clear communication

Notifications and collaboration

• Solvers receive instant notifications in Teams when a new ticket arrives on a service they own
• Agents can follow up with users directly in chat and save the conversation to the ticket record
• Translate messages within Teams without leaving the conversation

Use ALVAO in Microsoft 365 Copilot

Use natural language to find and filter tickets inside Copilot — for example: "Find printer problem tickets with status solved by James Smith."

Note: An active ALVAO account is required to use this app. For assistance with setup, please contact us.