Introduction to Microsoft Teams Ticketing System
- Marc (TeamsWork)
- May 1, 2022
- 7 min read
Updated: Feb 28
This page provides an overview of all the basic and advanced features you need to familiarize yourself with regarding the Microsoft Teams Ticketing System. All the videos and posts in the Getting Started section are a must-see.
If you're still wondering what a Ticketing App is and how it can help streamline your support process, check out how Ticketing can assist an HR department in organizing their requests by Reading this post
if you have any questions or inquiries about the Ticketing App, please don't hesitate to contact us here.
Explore the various sections of this blog post:
Install Ticketing App - Navigate to the Getting Started page
Learn how to install the Ticketing App directly from the TeamsWork website.
Facing permission issue to install Ticketing App? Read this blog post: How to Get Permission to Install TeamsWork App
Create Your First Ticket - Read the post
Discover how simple it is to create a ticket and collaborate with your support team.
Add Teams Members to your Teams Chanel - Watch the video
Only members of a channel where ticketing App was installed can access a Ticketing App instance.
Distinguishing Between Owner, Assignee, and Member Roles in Our Instance - Read the post
Learn about the three distinct roles, their respective capabilities and permissions, and how to assign users to these lists.
Configure Your Assignee List - Read the post
Learn how to create your assignee list using either your Teams Owners list or a custom list.
Who Can See What in Ticketing - Read the post
Learn crucial information about how we keep key information private and discover how ticket visibility works between Ticketing Owners, Assignee, and Requestor.
How Notifications Work - Read the post
Ticketing App has been designed since inception to leverage on Microsoft Teams ecosystem. One key feature is the ability to instantly notify users in Teams when there is a change in a ticket. Discover more about how notifications work, who receives notifications, and what triggers them.
Note that Members must perform a 1st signin to Ticketing instance to start receiving notifications.
Email Notifications - Read the post
We have designed distinct features to address various needs for email notifications.
Deploy Additional Ticketing Instances - Read the post
You can create as many Ticketing instances as you need, at no additional cost! Learn how to easily add a new ticketing instance in Microsoft Teams
Create, Edit and Manage Tickets Efficiently
Create and Track Tickets Across Multiple Instances (Personal tab) - Read the post
Create a Ticket on Behalf of Another User - Read the post
Rich text formatting - Read the post
Craft a comprehensive description with the help of the rich text formatting feature.
Custom fields - Read the post
Configure the ticket form to suit your requirements by hiding standard fields, adding your own custom fields, and reorganizing the layout.
Write a private comment - Read the post
Private comments are designed to facilitate discreet interactions within the support team, without being visible to requestors.
Configure display of columns in Tickets list (Read the post), and save your configuration as a View (Read the post)
Effortlessly configure, save and restore your preferred ticket list configurations so you can monitor and resolve your tickets faster.
Update group of ticket using Bulk-Update - Read the post
Update a group of tickets using a contextual menu or a bulk update form, all in one single action.
Manage Attachments in Ticketing App
Different ways to upload files and add screenshots - Read the post
Discover various methods to upload files and add screenshots to a ticket for improved efficiency.
Attaching Photos and Videos with your Device's Camera - Read the post
Attaching photos directly from your device's camera to a ticket.
Previewing attachments - Read the post
You have the capability to preview many different files format without the need to download them.
Archiving and Deleting Outdated Attachments - Read the post
Sometimes, attachments on a ticket can become outdated. The Ticketing App offers a feature to archive and delete these attachments.
Add an hyperlink to a ticket - Read the post
You can not only upload documents and add screenshots to a ticket but also include any URL in a ticket. This can also be used to link two tickets together.
Discover all the settings that will enable you to personalize the Ticketing App to best suit your needs.
Email to Ticket - Read the post
Discover how you can provide support to users external to your organization using the email-to-ticket feature.
Automatic Ticket Routing - Read the post
Discover how to maximize efficiency and effortlessly prioritize tasks by automatically assigning tickets using rules.
Alert & Notification
We've incorporated a suite of alert and notification features to help you stay on top of your deadlines:
Ticket created without an assignee - Read the post
Notify a group of users when a ticket is created without an assignee.
Expected date - Read the post
Configure alert notifications for tickets with defined expected dates.
Service Level Agreement - Read the post
Discover a comprehensive SLA configuration and define your team's commitment to First Response Time SLA and ticket resolution SLA.
Idle ticket - Read the post
Configure notifications and reassignment for tickets that have been idle for too long.
User Permission - Read the post
Configure what user can see and edit on a ticket.
Ticketing API - Read the Ticketing API reference
Whether you want to automate ticket creation, extract ticket data for reporting purposes, or integrate ticketing features into your existing tools, Ticketing API empowers you to achieve your goals.
Explore more Features & useful Tricks
Open a New Ticket Creation Form With Just 1 Click - Read the post
You can easily share a link to the new ticket creation form with your users. For example, you can add this link to your Teams channel, SharePoint, Intranet, and more, saving your users a few clicks:
Pop out a Ticketing tabulation so it is Always Available - Read the post
While this isn't directly related to the Ticketing App, it's a helpful tip to reduce the need for frequent navigation between different areas of the Teams App, such as files, chats, teams, and channels.
Renaming Instances - Read the post
Lean how to rename the ticketing instance name that appear on the perssonal tabulation and in the subscription page.
Refresh Tickets List Automatically - Read the post
Keep your ticket list up to date with automatic refresh. Set your preferred refresh interval, and your list will update automatically, ensuring you're always working with the latest information.
Unread Updates Badge Notification - Read the post
This feature alerts both the Assignee and Requestor of new updates since they last viewed the ticket. A visual indicator helps users immediately spot unseen changes.
Integrating the Ticketing App with Third-Party Applications
Ticketing API - Read the Ticketing API reference
Whether you want to automate ticket creation, extract ticket data for reporting purposes, or integrate ticketing features into your existing tools, Ticketing API empowers you to achieve your goals.
Leveraging Microsoft Power BI Report for Advanced Reporting and Analytics - Read the post
Initiate a Request from a Microsoft Form and Automatically Generate a Ticket - Read the post
Discover how to integrate Microsoft Form with the Ticketing App using Power Automate.
Link Microsoft Azure DevOps (ADO) Card to a Ticket - Read the post
If you use Microsoft Azure DevOps (ADO) in your company, you can link your ticket to a Microsoft ADO card easily.
Ticketing Notifications in Teams Channel - Read the post
Keep all team channel members informed about ticket progress.
Deployment Strategies
A Ticketing App Deployment Strategy - Read the post
If you're interested in testing the Ticketing App or looking for advice on rolling it out within your organization, read this post.
Socializing Ticketing As A Service Effectively in your Organization - Read the post
Explore some tips for effectively onboarding your employees to use Microsoft Teams Ticketing As A Service
Introduction to Microsoft Teams Ticketing as a Service for Employees - Share this Post
We have prepared the following post to help your team inderstand Ticketing key features and maximize the benefits of Ticketing
Configure Ticketing App as a Bug Tracking / Release management tool - Read the post
Read how you can configure the Ticketing App to serve as your Bug Tracking and/or Release Management tool:
Configure Ticketing App as an HR Ticketing System - Read the post
Discover how you can effectively manage all requests submitted to your HR department using the Ticketing App. Configure Ticketing App as an Risk Register System - Read the post Discover how you can utilized Ticketing as a Service as a robust incident management tool to efficiently handle incidents and maintain operational continuity.
Configure Ticketing App to Streamline Customer Service - Read the post
Configure Ticketing App to Support ITIL Service Operation Processes - Read the post
Configure Ticketing App to Support Scrum Agile projects - Read the post
Configure Ticketing App to Streamline Safety Inspection - Read the post
Invite Guest accounts to Your Ticketing Instance - Read the post
Explore an alternative method of supporting external customers by inviting guest accounts to your ticketing instance.
Manage your Subscription
How to Subscribe to Ticketing App - Navigate to the subscription page
Explore all the available plans, pricing, associated features, and ticket quotas.
How to Unsubscribe to Ticketing App - Read the post
Download Your Invoices and Change Your App Plan - When Subscribing using AppSource / Microsoft Teams, When Subscribing Using Stripe.
Can I Delete a Ticket? - Read the post How can I archive, restore, move a Ticketing Instance - Read the post
How to Uninstall Ticketing App from your Microsoft Teams - Read the post
We are sorry if you are facing issues. Here are some common issues and resolution guidance.
The "Authentication in progress" message is stuck and nothing is happening - Read the Post
Error Message when adding an App Subscription on a New Azure Instance - Read the post
Capture the Browser Log Information about Ticketing / Checklist App - Read the post
In case you encounter an issue when using our apps, you can send us additional log information to help our developers fix the issue:
If you still have a question / enquiry about Ticketing App, do not hesitate to contact us here.
Comentarios