MS Teams app: Solution description
Discover how the MS Teams app can streamline communication and collaboration within your organization with this comprehensive solution description.
MS Teams app: Solution description
Discover how the MS Teams app can streamline communication and collaboration within your organization with this comprehensive solution description.
MS Teams app for Matrix42 enhances your service and support operations by delivering real-time ticket notifications and AI-powered knowledge access directly in Microsoft Teams. Whether you're an end user, agent or support group member - the app ensures everyone stays informed, empowered, and connected.
Real-time Ticket Notifications
Stay on top of your ticket activity without leaving Teams. With flexible notification options, you can:
- Get notified when a new ticket is assigned to you.
- Receive updates on any changes in tickets you're responsible for.
- Track comments and updates on tickets you reported.
- Monitor tickets assigned to your support group via a shared channel.
- Jump directly into tickets via embedded deep links.
Admin-level Configuration
MS Teams app for Matrix42 gives administrators full control over notification logic. Configure templates to define:
- Whether end users should receive update notifications.
- Whether agents get notified on ticket creation or changes.
- Whether support groups are informed about group ticket activity.
Notifications are powered by ESM listeners, which must be configured per template in the Efecte platform. Admin permissions in ESM are required for setup.
AI Knowledge – Conversational Search Inside Teams
MS Teams app for Matrix42 also includes AI Knowledge Discovery integration, enabling users to access your organization’s internal knowledge directly via chat.
Powered by Retrieval-Augmented Generation (RAG), the AI Assistant delivers context-aware, real-time answers from sources like:
- IT documentation and knowledge bases
- Policies, procedures, internal wikis, and PDFs
- Structured and unstructured content from platforms like Confluence
Key AI features:
Ask questions in natural language and get immediate answers
Continue conversations with context-aware follow-ups
Full privacy: data is only retrieved from your organization’s approved knowledge sources
Flexible deployments: choose between Matrix42’s local AI models or external providers like Azure OpenAI
With AI Knowledge Discovery, your team can resolve issues faster, reduce ticket volumes, and empower users with 24/7 access to relevant, up-to-date knowledge.
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