Managed Service Provider
Ticketing System in Microsoft Teams
To support multiple clients effectively, Managed Service Providers need a centralized
workspace that reduces tool-switching and improves visibility.
What is an MSP?
A Managed Service Provider (MSP) delivers outsourced IT services and support to multiple client organizations. From infrastructure management to day-to-day help desk support, MSPs ensure client systems stay secure and efficient.
What is an MSP Ticketing System?
To manage support across clients, MSPs rely on ticketing systems that support multi-tenancy—each with its own users, permissions, and workflows. A robust MSP ticketing system must offer centralized visibility, fast response times, and a smooth experience for both technicians and clients.
Why Choose Ticketing As A Service?
Providing client support directly in Microsoft Teams has become a key differentiator for modern MSPs. Ticketing As A Service enables MSPs to meet clients where they already work by integrating ticketing directly into Teams. With multi-tenant support, streamlined ticket management, and improved visibility, it helps MSPs deliver faster, more consistent, and more responsive service.
Overcoming MSP Support Challenges
Supporting multiple clients introduces complexity for Managed Service Providers. Disconnected tools, manual processes, and constant switching between tenants create delays, reduce visibility, and slow down support. Technicians struggle to maintain consistency, and key information often gets lost across siloed systems.
Even for users who are not MSPs, managing support across departments, teams, or locations often brings similar challenges. Fragmented workflows lead to miscommunication, longer resolution times, and difficulty tracking accountability. When tickets, messages, and context are scattered across different tools, efficiency suffers.
Both MSPs and organizations managing internal support need more than just a help desk. They need a collaborative workspace where conversations, tickets, and updates are in one place. A system that adapts to complex environments, supports multiple audiences, and eliminates the friction of switching between platforms.
Simplify Support Across Clients with
Ticketing As A Service
Ticketing As A Service eliminates the complexity of managing multiple tools and disconnected systems. Designed specifically for Managed Service Providers (MSPs), it solves the challenges of multi-client support by unifying all tickets and workflows into one intuitive interface, fully integrated with Microsoft Teams.
With Ticketing As A Service, MSPs can consolidate tickets from multiple external instances into a single, centralized Personal App. The user-friendly design makes it easy to manage high volumes of requests, while bulk update capabilities reduce manual effort and save time.
By streamlining multi-tenant support directly inside the platform your clients already use, you deliver faster, more transparent service—without switching platforms or losing context.
Consolidated Ticket Management in Personal App
Easily manage support across multiple clients or tenants with a centralized ticketing system. Consolidate tickets from different Microsoft Teams instances into one view, and filter, prioritize, and act on them with full visibility. This is essential for any MSP looking to eliminate the need to switch tenants or manage separate ticketing portals. Read more about Personal App.
Personalization with Custom Workflows and Fields
Adapt your helpdesk to each client’s unique needs with fully customizable workflows and fields. Create specific ticket forms, status flows, and automation rules per organization or department. Whether you're an MSP or an internal support team, custom workflows give you control over how requests are handled from start to finish. Read more about Custom Workflow and Custom Fields.
SLA Tracking and Email-to-Ticket Integration
Built-in SLA tracking helps you meet service commitments by automatically monitoring response and resolution times, keeping your team accountable and performance visible. You can also streamline request intake with email-to-ticket conversion, which instantly turns emails from Outlook, Microsoft Teams, or external sources into tickets—ensuring nothing gets missed. Read more about SLA and Email-to-Ticket.
