IT support that lives where the users already are

Confidential · Service Desk

The business said

• “Buy seats on another helpdesk portal”
• “Tell users to email the service desk”
• “Put a chat widget on the intranet”
• “Train everyone on the ticketing tool”
• “Let a user type Hi in Teams and reach a live service-desk agent in seconds”

Support adoption was not a training problem. It was a location problem: the users lived in Microsoft Teams and the agents lived in the contact center, with nothing in between.

A Teams bot bridged two-way to a Genesys Cloud contact center

An IT services firm ran a professional service desk on Genesys Cloud, with omnichannel routing and live agents. Its users, like most of the working world, lived in Microsoft Teams. Between the two sat friction: raising an issue meant leaving Teams for a portal, an email address, or a phone number, so small problems went unreported and big ones arrived late. The tools were fine. They just did not meet.

We built the bridge as a bot. A user types Hi to the assistant in Teams and the conversation is routed to a live service-desk agent through Genesys Cloud within seconds, with the user receiving continuous status updates as the issue progresses. Typing Help at any point returns instructions and next steps. No portal, no new app, no phone tree.

The hard part was making the bridge truly two-way. A middleware service subscribes to Genesys Cloud's notification APIs, so the moment an agent replies inside the contact center, the message flows back into the user's Teams chat; webhook and event-subscription paths were tested against each other to pick the reliable one, and credentials are secured rather than embedded. Messages relay over encrypted channels, and the architecture supports simultaneous sessions across an organization of any size.

The same integration fabric kept paying: an automated incident-reporting flow that opens tickets in the contact center directly, and an embedded chat component that puts the same Genesys conversation inside low-code business apps. The bot became a product with its own public page and terms of use, and the service desk stopped asking users to come to it.

• type Hi, to reach an agent
• Genesys Cloud, routing
• back into Teams, agent replies
• any team size, sessions
• encrypted, relay