Service management that works in Microsoft Teams and Outlook

Service management software that works in Microsoft Teams and Outlook lets employees log and track requests without opening a separate portal. They ask a question or report something in Teams or by email, and the software turns it into a ticket, routes it and keeps them posted in the same chat or mailbox. Gfacility is built for this: an AI assistant in Teams helps people log a request or ask a question, and AI Workers resolve routine tickets themselves instead of merely passing them on.

Why service management in Teams and Outlook?

Almost every organisation has a portal for requests. And in almost every organisation, a large share of requests still comes in through a Teams message, an email or a colleague in the hallway. Not because people are unwilling, but because they already work in Outlook and Teams and do not want to leave them. The result: tickets outside the system, incomplete data and SLA reports that do not add up. Service management that works inside Teams and Outlook turns that logic around: the system comes to the user, not the other way around.

What is an AI assistant in Microsoft Teams?

An AI assistant in Teams is a digital colleague in the chat that you ask a question or that helps you create a tidy request. It fills in the right details, picks the right category and prepares the request as a ticket, so the user has little to do.

To the user it feels like a conversation; behind the scenes a complete ticket takes shape. That lowers the threshold to report something and keeps your data complete, because the request lands in the system straight away.

What is the difference with a chatbot for your portal?

A chatbot answers questions or still sends you to a portal to create your request. An AI assistant does the work where you already are and hands it over to AI Workers that resolve routine tickets themselves: triage, route, escalate and close. The difference is what happens after the conversation. With a chatbot the work only starts then; with AI Workers the routine work is often already done.

Does this also work for facility and HR questions?

That depends on the platform. An enterprise service management platform brings IT, facility and workplace onto one engine. A request in Teams about a broken laptop, a fault in the climate system or the onboarding of a new colleague then reaches the right team through the same channel. For the employee there is one desk: the chat they already use.

How does Gfacility fit in?

Gfacility is an AI-native enterprise service management platform with deep integration into Microsoft 365, Outlook and Teams. Employees log and track work where they already are, an AI assistant helps complete the request, and AI Workers handle routine work themselves. Adoption is therefore not a separate project, because your people learn nothing new. Want to see how that works in your environment? Schedule an intro.

What does it deliver? A real-world example

The municipality of ‘s-Hertogenbosch brought four separate IT and Facility help desks together on Gfacility, for 1,800 employees and more than 2,500 tickets per month. About nine in ten incoming tickets are now routed automatically to the right team, and customer satisfaction rose from around 7.5 to 8.0. Nobody has to work out any more whether a broken screen in a meeting room belongs to IT or Facility: the request comes in through one entry point and gets picked up. Read the full customer case for the details.