A Deep Dive into Slack and Microsoft Teams Integrations

As modern organisations prioritise real-time collaboration and streamlined workflows, the ability of IT Service Management (ITSM) platforms to integrate with chat applications like Slack and Microsoft Teams has become a critical differentiator. Effective integrations enhance incident response, automate notifications, and facilitate seamless communication between IT teams and end-users.

Atlassian (Jira Service Management)

Atlassian’s Jira Service Management offers robust, out-of-the-box integrations with both Slack and Microsoft Teams. Teams can create, assign, and update tickets directly from chat, receive automated alerts, and collaborate on incidents in real time. Atlassian’s Marketplace further extends integration capabilities with a range of third-party apps.

Airtable

Airtable provides native integrations with Slack, enabling users to receive notifications, share records, and automate workflows. Microsoft Teams integration is available via connectors and third-party automation tools such as Zapier and Power Automate, allowing for flexible, customisable workflows.

ServiceNow

ServiceNow delivers enterprise-grade integrations with both Slack and Microsoft Teams. These integrations support incident creation, real-time status updates, and direct ticket management from chat channels. ServiceNow’s Virtual Agent can also interact with users through chat, automating routine support tasks and improving response times.

BMC (Remedy)

BMC Remedy integrates with Microsoft Teams and Slack through BMC Helix Digital Workplace. Users can create service requests, receive notifications, and interact with virtual agents within their preferred chat platform. BMC’s focus is on enabling self-service and enhancing user engagement across channels.

ManageEngine

ManageEngine ServiceDesk Plus provides direct integrations with Microsoft Teams, enabling ticket management and notifications within the Teams environment. Slack integration is available via APIs and third-party connectors, supporting alerting and basic workflow automation.

Freshworks (Freshservice)

Freshservice offers native integrations with both Slack and Microsoft Teams. IT teams can create and update tickets, receive notifications, and automate workflows directly from chat. These integrations enhance collaboration and improve responsiveness to service requests.

EasyVista

EasyVista supports Microsoft Teams integration, allowing users to interact with ITSM processes and virtual agents within Teams. Slack integration is less mature but can be achieved through APIs and custom solutions, primarily for notifications and ticket updates.

SysAid

SysAid provides integration with Microsoft Teams, enabling ticket creation, notifications, and basic workflow automation. Slack integration is currently limited but can be set up through webhooks and APIs for alerts and updates.n is currently limited but can be set up through webhooks and APIs for alerts and updates.

Conclusion

The ability to integrate ITSM platforms with chat applications is now essential for operational agility. Atlassian, ServiceNow, Freshworks, and BMC lead the way with mature, feature-rich integrations for both Slack and Microsoft Teams. Airtable, ManageEngine, EasyVista, and SysAid also offer valuable capabilities, though the depth of integration may vary. Organisations should consider their collaboration needs and existing chat platforms when selecting an ITSM solution.

Compare the integration capabilities of top ITSM platforms—Atlassian, Airtable, ServiceNow, BMC, ManageEngine, Freshworks, EasyVista, and SysAid—with Slack and Microsoft Teams. Discover which tools offer the best chat-driven workflows for modern IT teams.