Still Switching Tabs to Open or Track Tickets? Let’s Fix That.
We’ve all been there—you’re in office, dealing with an issue, and suddenly you’re bouncing between apps, portals, and email threads just to report or follow up on a ticket.
If that’s your day-to-day reality, this post is for you.
Chatbot-Driven Ticketing with Autom Mate + Ivanti
With Autom Mate, you can enable a chatbot inside Microsoft Teams, WhatsApp, or Slack to help users:
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Open IT tickets
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Track ticket status
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Add comments
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Receive live updates
And the best part? All of this happens directly in chat — without switching to portals or opening your ITSM manually.
The flow looks like this:
User → Chatbot → Autom Mate → Ivanti ITSM
What Does Autom Mate Actually Do?
Receives the user’s message in Microsoft Teams
Offers quick help or the option to create a ticket
Creates an incident in Ivanti ITSM
Tracks the incident and pushes real-time updates back into chat
Allows the user to add comments directly via Teams
Marks the ticket as resolved once complete
The user never has to leave the Teams interface.
Architecture Overview
This use case uses Autom Mate’s no-code platform to build a chat-based ticketing workflow. Here’s the architecture pattern used:
Trigger Type
Triggered by an incoming message to the chatbot from Microsoft Teams (or Slack, WhatsApp, etc.).
Automation Chain
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Parse user’s message (e.g., “VPN not working”)
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Offer actions like “Try a fix” or “Open a ticket”
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If ticket creation is selected, send required fields to Ivanti ITSM
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Fetch and send ticket updates back into the same chat
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Sync user replies as ticket comments in Ivanti
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Send notification when the issue is marked resolved
Everything is built visually using Autom Mate’s no-code workflow designer.
What You Gain
Here’s what teams typically achieve when they roll this out:
60% faster ticket creation via chatbot
40% reduction in response time from fewer app/context switches
Better UX for end users—no need to learn portals
Higher engagement with internal support teams
Reduced ticket backlog and communication gaps
The Autom
Here you can find the Draft Autom Export. Go ahead and import it to your environment to see.
Ivanti Chatbot Integration for Teams.json (24.6 KB)
Got a Similar Setup?
Are you already using chatbots for IT support? Integrated Teams or Slack into your service workflows?
Drop your use case or feedback below — let’s collaborate and share ideas 