While this How To could apply to any department, we will illustrate our case using an HR department who wish to provide a better service to the rest of the employees.
1) Add a Ticketing Instance
Add a new Ticketing Instance in a channel. Let's name our tabulation "Ticketing"
Keep in mind that later on, all employees should get access to this channel.
2) Configure your Ticketing Instance
In the setting area:
Department: add all departments in your company: IT, Sales, Marketing, Procurement, etc.
Category: add categories, for instance: Payroll, Cash Advance, Medical Benefits, Annual Leaves, Sick Leaves, etc.
Tags: create additional categories for your tickets, for instance: Support, Information, Issue, etc.
3) Add the support team members and employees in your Teams
Add HR employees that would handle ticket as a Team Owners in your channel. Teams Owners appear in the assignee list.
Add all employees that could raise a ticket as a Team Members in your channel.
4) Change Management
Proper change management activities would include:
- (Over)communication of the new procedure to all employees, in Teams obviously
- Training of the key representative employees
et Voila! Your new support organization is ready to go.
Click here and check our Getting Started page for a video explanation.