TeamsWork Community

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! 👋

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…

Hi everyone, quick check for those using Ticketing as a Service, have you reviewed how your visibility settings are currently set up?

With the new Group Visibility feature, ticket access can now be defined per group using flexible rules. Let’s go through the main things to check.

• Tip 1: Make sure the Ticketing Owner configures visibility properly

  Only the Ticketing Owner can create and manage groups, define visibility filters, and configure Member Visibility and Assignee Visibility. Keep these settings centralized.

  
  

• Tip 2: Define clear group structure before adding filters

  When creating a group, set the group name, assign owners and members, and determine the visibility filter carefully. Groups actively control which tickets appear.