M42 Assist app for Microsoft Teams: Solution description
Discover how the MS Teams app can streamline communication and collaboration within your organization with this comprehensive solution description.
M42 Assist app for Microsoft Teams: Solution description
Discover how the MS Teams app can streamline communication and collaboration within your organization with this comprehensive solution description.
Introduction
M42 Assist 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.
Note
Standalone, M42 Assist functions strictly as a connection interface and event router between Microsoft Teams and Matrix42 Professional. The true functional power, intelligence, and business value are unlocked upon linking the application to Matrix42’s AI Knowledge Discovery (RAG) engine and AI Agents. Once connected to AI capabilities, M42 Assist transforms from a standard messaging connector into an intelligent corporate assistant capable of 24/7 autonomous issue resolution, natural language querying, and automated service management.
M42 Assist documentation set
This article is part of a five-part set covering M42 Assist for Microsoft Teams:
- Solution description (this article) – what the app does and why (business-level overview)
- Technical Documentation – architecture, security, and data handling
- Configuration – step-by-step CAI/ESM setup
- Implementation Guide – delivery workflow and roles (Sales → PS → AI Core)
- Internal Quick Start Guide – condensed setup checklist for PS consultants
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.
AI Agents for Self-resolution
The AI Agents for Self-resolution is an intelligent chatbot integrated into the self-service portal and Microsoft Teams. It understands user requests and performs actions or retrieves information autonomously to reduce first level support load.
- Conversational interface for requesting services or performing tasks
- Interprets the users’ needs and executes multi-step actions without manual intervention
- Provides instant answers or guides users to the next step
- End-to-end actions can be conducted with third-party systems like Intune
Knowledge Discovery
M42 Assist app also includes Knowledge Discovery integration, enabling users to access your organization’s internal knowledge directly via chat.
- Documentation and knowledge bases
- Policies, procedures, internal wikis, and PDFs
- Structured and unstructured content from platforms like Confluence and SharePoint
Admin-level Configuration
The M42 Assist 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 listeners in the Matrix42 Professional service management platform, which must be configured per template in the platform. Admin permissions for the service management platform (ESM) are required for setup.
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