The Microsoft Copilot and ServiceDesk Plus Cloud integration now supports a Declarative Agent, allowing users to interact with the service desk using natural language directly within Microsoft Teams.
Microsoft Copilot lets you interact with ServiceDesk Plus Cloud the same way you would talk to a colleague; by simply describing what you need. Whether you want to report an issue, check the status of a request, or look for a quick solution, Copilot helps you get it done without leaving Microsoft Teams.
This section walks you through how Copilot works with ServiceDesk Plus Cloud to help you create tickets, track and manage requests, and find solutions, using real-life scenarios and example prompts.
Imagine, you are in the middle of your workday when something goes wrong; email stops syncing, VPN won’t connect, or you need access to a new application. Instead of opening the service desk and searching for solutions or filling out a request form, you open Copilot in Teams and explain the problem in your own words.
Copilot understands your intent, gathers the necessary details, and searches for existing solutions. If no solutions are found, it creates a ServiceDesk Plus ticket for you.
How it works
1. Open Microsoft Copilot in Teams and select ServiceDesk Plus Cloud agent. You can click the + icon > Chat with an agent and select ServiceDesk Plus Cloud or simply type @ServiceDesk Plus Cloud.
2. Describe the issue or request in plain language.
3. Copilot prepares the ticket details and asks for confirmation.
4. Confirm, and the ticket is created in ServiceDesk Plus Cloud.
Example prompts
“Create a ticket for the help desk app not loading on my laptop.”
“I’m unable to connect to the VPN. Please raise a support ticket.”
“Create an IT request for installing Microsoft Visio.”
“My system is running very slow today. Raise a ticket.”
“Create a service desk ticket for the printer not working.”
Assume you have already raised a few requests and want to know what’s happening with them. Instead of searching for ticket numbers or navigating dashboards, you simply ask Copilot for an update.
Copilot fetches your ServiceDesk Plus tickets and shows them right inside Teams.
How it works
1. Ask Copilot to show your open tickets.
2. Copilot retrieves relevant requests from ServiceDesk Plus Cloud.
3. You can refine, filter, or act on the results using follow-up prompts.
Example prompts
“Show my open service desk tickets.”
“What’s the status of my latest IT request?”
“List all my pending tickets.”
“Show only high priority tickets.”
“Which tickets are due today?”
Follow-up actions you can ask for
“Sort these by due date.”
“Show details for ticket 3985.”
Copilot remembers context, so you can keep refining your request without starting over.
Sometimes, you don’t need to raise a ticket, you just want a quick answer. Before logging a request, you ask Copilot if there’s already a solution available.
Copilot searches the ServiceDesk Plus Cloud knowledge base and shows relevant articles that may help you fix the issue yourself.
How it works
1. Describe the issue or question to Copilot.
2. Copilot searches existing solution articles.
3. Relevant solutions are displayed directly in Teams.
4. If no solution exists, Copilot can help you create a ticket.
Example prompts
“How do I fix Outlook login issues?”
“Search for solutions related to VPN connection problems.”
“Is there a knowledge base article for help desk troubleshooting?”
“How can I resolve slow laptop performance?”
“Find solutions for printer not responding.”