Service desk via Teams
Microsoft Ticketing System: why your business needs it
The help desk service for Microsoft Teams.
Create and manage support requests across your company with Microsoft Teams, leveraging its real-time collaboration features.
Microsoft Ticketing System: why your business needs it
Our help desk service integrates seamlessly with Microsoft Teams. Employees can submit support requests without leaving the app, while agents can resolve issues faster by collaborating in real time with their colleagues.
Integration with Teams
Categorized requests
Customization and automation
Microsoft Ticketing System:the benefits it offers
Our help desk service is available at a fixed price. You can increase the number of operators for each department according to your company's needs without additional costs.
Benefits for users
Benefits for operators
- Customize tickets to address requests
- Inform colleagues with automated push notifications
- Provide real-time support
- Create quick responses for common requests
- Access statistics to monitor ticket management
How a ticket moves through its lifecycle
Users open a ticket from the Teams app or a dedicated browser link, selecting an Area and Topic to classify the request, a priority of Low, Medium, or High, plus a subject, description, and attachments. Each ticket then progresses through five statuses: Open, In progress, Pending, Solved, and Canceled. Agents and managers in the group linked to the chosen Topic are notified by email and at every status change.
Agent tools and quick replies
Once a ticket is submitted, agents can access it from Microsoft Teams or a browser link, reassign its Area or Topic, take ownership, or route it to another agent. They review administrator-defined custom properties, communicate through written messages or pre-configured quick replies, and schedule meetings when an issue needs a live conversation. There are no limits on the number of agents, comments, tickets, or devices, so the service scales with your organization.
Documentation
Explore the technical guide for this feature on our documentation site.
Frequently asked questions
How do employees open a support ticket?
Employees open a ticket directly from the Microsoft Teams application button or a dedicated website link. When creating it, they select an Area and Topic to classify the request, set a priority of Low, Medium, or High, and add a subject, a description of the issue, and any supporting attachments before saving.
What ticket statuses does the system use?
The Microsoft Ticketing System uses five statuses across a ticket's lifecycle: Open (the initial state), In progress (active work), Pending (awaiting information), Solved (the issue is resolved), and Canceled (the ticket is terminated). A notification system alerts the relevant parties at each status change.
How are tickets routed to the right team?
Tickets are classified by Area and Topic when they are created. Each Topic is associated with a group of agents and managers, who receive an email notification when a matching ticket is opened. Agents can also reassign a ticket's Area or Topic, take it themselves, or assign it to another agent as needed.
Is there a limit on the number of agents or tickets?
No. The system places no restrictions on the number of agents, comments, tickets, or devices. As one of the few help desk solutions that integrates natively into Microsoft Teams, it is designed to scale with your organization while keeping support available from any device and location.
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