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Five years ago, Ticketing as a Service launched as a helpdesk solution built natively inside Microsoft Teams. Since then it has grown into a Microsoft 365 Certified app used by IT, HR, and customer support teams across organisations of all sizes.
Thank you to everyone who has been part of the journey, whether you joined early or just recently. It genuinely means a lot.
Here's to more to come! 🎉
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Hey TeamsWork Community! 👋
Starting fresh or moving your data over to CRM as a Service? You do not have to enter everything one by one. Just upload an Excel or CSV file and your leads, contacts, and organisations are ready to go. Here are a few things worth knowing to make the import go smoothly.
Clean your data before uploading. Remove duplicates, fill in missing fields, and delete columns you do not need. Keep your file under 25 MB.
Access the import feature from the left toolbar. Click the ellipsis icon on the left toolbar and select Import. This is where you upload your Excel or CSV file.
Map your columns carefully. Match your spreadsheet columns to the right CRM fields. For leads and opportunities, Contact Name or Organisation Name is required.
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Hey TeamsWork Community! 👋
For those of you based in the EU or across EMEA, CRM as a Service is now available for your region. The app meets GDPR requirements, so no extra compliance steps on your end.
Here is what is covered:
Data stays within Europe. EU customer data is stored on servers in Germany, within the European Economic Area, meeting GDPR data residency requirements.
Data subject rights are fully supported. This includes the right to access, erasure, restriction of processing, data portability, and the right to object.
Subject Access Requests follow a documented process. Requests are handled in line with Article 15 of GDPR, transparently and on time.
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You can now start a dedicated Teams chat directly from any sales record in CRM as a Service. Add your teammates as chat participants, start the chat, and it appears in Teams as a thread dedicated to that opportunity. No switching between apps — replies from Teams and from the CRM both land in the same thread in real time.
Has anyone had a chance to try it yet? Would love to hear what you think!
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If your team uses CRM as a Service for RFQs, feasibility checks, and post-sales support, here are a few ways to get more from it inside Microsoft Teams. Especially in manufacturing, where one customer journey often involves sales, operations, internal review, and after-sales follow-up, a few setup decisions can make a big difference in how smoothly the process runs.
Set up pipeline stages to match your actual sales flow
Manufacturing deals often move through inquiry, qualification, feasibility review, proposal, negotiation, and handover. Reflecting that directly in your pipeline makes it easier for everyone to track progress and manage handoffs.
Use the same customer record for both sales and post-sales
If your team handles warranty claims, service requests, or follow-ups after the deal closes, keeping them tied to the same customer record helps preserve the full history in one place.
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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
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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
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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…
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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.
