Can Microsoft Teams Be Used as a Ticketing System? - DeskDirector

By 2020, over 1 million organizations used Microsoft Teams, including 91 of the Fortune 100 firms.

Yet only a fraction of those organizations has tapped into the full potential of Teams by using it as a ticketing system. Teams itself has basic ticketing capabilities, and integrating the application with a third-party system can give companies an even more robust ticketing experience within a platform they already use daily.

But how extensive are the functionalities of a Teams ticketing system, and where can you begin to integrate an external tool with Teams? Read on to learn everything you need to know about integrating Teams to start managing the entire ticket lifecycle.

Recap: Why Use a Teams Ticketing System?

Because of its widespread usage and its tendency to integrate smoothly, Microsoft Teams, in tandem with an external ticketing system, can streamline business operations and improve customer satisfaction.

Through Teams, you can manage, route, and resolve requests using an intuitive application that can pair with Power Automate, other Microsoft properties, and third-party tools to manage support tickets directly from Teams, all while avoiding context switching.

A Teams ticketing system is easy to use, suitable for companies of all sizes, and brings a communicative, human element to ticket management.

To learn more about the capabilities and benefits of a Team Ticketing System, visit our recent blog that covers everything you need to know! 

The Functionalities of a Teams Ticketing System 

A Teams ticketing system has a vast array of capabilities and benefits, including: 

• Centralize ticket management: Manage all your tickets in one place and streamline processes with custom ticket forms, automated ticket routing, and metrics tracking. 
• Stay connected: An integrated Teams ticketing system lets you review, discuss, and attach tickets to message and discussion threads within the intuitive Team environment. 
• Support your customers: Communicate with end-users, send automated notifications and progress updates, and slash ticket resolution times, leading to superior customer relationships.  

How to Integrate to Create a Team Ticketing System 

Strategic integration with a more sophisticated ticketing solution is the best way to bring a Teams environment to life. Integrating Teams with an external ticketing system can be done using a few different approaches, depending on the solution you use. In general, you can get started with an integration by doing the following:  

1. Identify the ticketing system: Determine the system used by your organization and check if it offers integration options with Microsoft Teams. One popular ticketing system that has a native Microsoft Teams app is DeskDirector, which also pairs with Power Automate to create even more advanced workflows. 
2. Enable integration in Microsoft Teams: If your ticketing system offers a Microsoft Teams integration, enable it by following the instructions provided by the ticketing system provider. This usually involves installing an app or adding a connector within Microsoft Teams. 
3. Configure the integration: Once the integration is enabled, configure the settings to specify which events should trigger notifications in Microsoft Teams. For example, you may want to receive a notification in a Teams channel when a ticket is created, commented on, or resolved. 
4. Test the integration: Before deploying the integration, test it to ensure that notifications are being sent correctly to Microsoft Teams. This can involve creating test tickets or updating existing ones to see if notifications are sent to the appropriate Teams channel. 
5. Deploy the integration: Once the integration has been tested successfully, deploy it to the rest of the organization. Provide instructions on how to access the integration in Microsoft Teams and how to troubleshoot any issues that may arise. 

Integrating Microsoft Teams Ticketing Systems: The Conclusion

Integrating Microsoft Team Ticketing Systems is a simple process that can yield significant results. If you’re already using Teams daily (or even if you’re not!), pairing Teams with a third-party tool can tap into the full potential of the Microsoft suite to enhance your Teams environment, streamline your workflows, and improve your employee engagement.

Looking for a ticketing solution that integrates seamlessly with Microsoft properties? Sign up to try DeskDirector and learn more about the new DeskDirector Teams App!