TeamsWork Community

We’re glad you’re here.

This space is for TeamsWork users to discuss the product, ask questions, report bugs, share feature requests, and exchange tips and best practices for using TeamsWork apps inside Microsoft Teams.

Whether you’re looking to improve a workflow, suggest a new idea, or clarify something about how the product works, this is the place to start the conversation. We encourage open discussions and real experiences from users across different teams and roles.

Hi everyone! Fast response time doesn’t just happen by chance. It usually comes from using the right features intentionally. Here are several Ticketing as a Service capabilities that can help your team keep requests moving and avoid unnecessary delays.

SLA Tracking

Response targets can be clearly defined through SLA rules. Ticketing as a Service automatically tracks both First Response Time and Resolution Time, calculating deadlines based on working hours. This helps teams quickly see which tickets need attention, so response targets are easier to meet.

SLA Notifications and Escalation

When a ticket is approaching its SLA deadline, the system can notify the team so it can be handled before the target is missed. If an SLA is breached, escalation rules can alert specific team members to step in quickly and resolve the issue.

Priority and Categorization

Hey Teamswork Community! 👋

If your team stores proposals, contracts, or customer files outside the CRM, keeping everything organized and up to date becomes a real challenge. Cloud Storage in CRM as a Service connects your own SharePoint or OneDrive directly to your CRM records, so every document lands in the right place automatically.

A few things worth knowing:

• Grant admin permissions first

  Cloud storage won't work until an administrator grants the required app permissions in CRM settings. Get this done before anything else.

• Choose the storage type that fits your team

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.

1. 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.

2. 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…