Effective IT support often operates seamlessly in the background, ensuring requests are addressed accurately and routine issues do not interfere with productivity. Achieving this level of consistency depends on well-crafted processes working behind the scenes.
That’s the intent behind our new Innovative Support App, available directly within Microsoft Teams.
The app provides Innovative clients with a more direct and consistent way to engage with our support team, while enabling our engineers to work more efficiently. Our people are still diagnosing issues, making decisions, and resolving problems. What has improved is how information is received, how requests are categorized, and how quickly the right technician can be engaged.
From within Teams, you can:
Straightforward requests can often be handled more quickly. More complex issues arise with better context, reducing back-and-forth, and enabling our team to move faster once they’re engaged.
Support teams spend a surprising amount of time sorting, clarifying, and re-routing requests before real work can begin. Improving that front-end experience allows our techs to focus on solving problems rather than managing intake. Over time, that focus translates into stronger outcomes for clients, fewer delays, better prioritization, and more attention on the issues that affect operations and growth.
This update is part of our broader effort to be more intentional with how support is delivered as environments grow more complex.
We recommend using the Innovative Support App for new support requests and ongoing ticket communication. If you need immediate assistance or prefer to speak with someone directly, our support team remains available at 301-739-7445.
We appreciate your continued partnership and welcome your feedback as you begin using the app.
Will this change who works on my support requests?
No. The same Innovative engineers are handling your issues. The app helps organize and route requests, allowing work to begin with better context.
How is the AI assistant used?
It provides guidance for common questions and helps gather details when tickets are submitted. When an issue requires hands-on support, it’s passed to our team.
Do I have to use the app?
The app is the most efficient option, but phone support is still available when needed.
What’s the practical benefit for my team?
Quicker handling of routine issues, clearer visibility into open requests, and fewer delays caused by missing information.