Keep Every Ticket Conversation in One Place with Unified Ticket Chat
Hey TeamsWork Community! 👋
Did you know Ticketing as a Service now has a built-in Teams Chat for every ticket? It gives each ticket its own dedicated Microsoft Teams chat, keeping conversations, ticket details, and notifications all in one place. No more scattered emails or separate threads. Everything syncs between the ticket and Teams in real time.
Here are some tips to help you use it well.
Start the chat early in the ticket lifecycle. Once a ticket is created and assigned, start the chat right away. This way, every conversation from day one lives in one place and nothing slips through the cracks later.
Use the notification setting intentionally. You can choose to send ticket notifications to the dedicated ticket chat or to the Ticketing chatbot. If the ticket involves multiple people who need live updates, send it to the ticket chat so everyone stays in the loop without opening the ticket each time.
Add participants through ticket fields, not manually. Instead of hunting for someone in the Teams chat to add them, use the People Picker field directly on the ticket. Adding someone as a Requestor or Assignee will automatically pull them into the chat as well.
Remove participants through the ticket, not the chat. If someone no longer needs to be involved, remove them from the ticket instead of kicking them from the chat manually. The system handles the rest and keeps things consistent on both sides.
Let your team pick their preferred interface. Some teammates prefer working inside the ticket, others prefer staying in Teams. Both sync in real time, so there's no need to align everyone on one method.
For MSPs: invite your clients directly. Since this is a native Teams chat, you can add external users just like any other Teams conversation. This removes the need to switch to email or another platform when coordinating with clients on support tickets.
Have questions or tips of your own? Drop them below!