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Introduction to Microsoft Teams Ticketing by TeamsWork

Updated: Jan 30

Come back to Ticketing Home page


This page will describe all basic and advanced features you need to know about Microsoft Teams Ticketing App. All videos and pages in the Getting Started section are a must see / watch.


If you still have a question / enquiry about Ticketing App, do not hesitate to contact us here.



Why your organization need a Ticketing App?


Watch how ticketing can help an HR department to organize their requests: Watch the video

Microsoft Teams Teamswork ticketing service desk checklist to-do
Getting Started

1. Register Ticketing app in your Microsoft Tenant (Need Administrator right)

Adding an App in a Microsoft Teams tenant is not a straightforward process. For Ticketing App to be installed and run smoothly, It requires a Teams Administrator to do it and to give his Admin consent. Fortunately, it only need to be done once.

We have prepared a step-by-step video to guide you:

Watch the video

2. Add members, department & categories and tags in 3 easy steps

Only members of the channel where ticketing App was installed can access this Ticketing App instance.

You can personalize your Ticketing instance by adding department & categories, and tags:

Watch the video


3. Define your assignee list

You can choose whether your assignee list is based on the Teams Owners list or on a custom list. See how to configure this here:

Read the post


4. Create your first ticket

Using a new App for the first time can be confusing. Worry no more, we have prepared for you a video on how to create a new ticket and see notifications in action:

Read the post


5. How notifications work

Ticketing App has been designed since inception to leverage on Microsoft Teams ecosystem. One of the key feature is the capability to instantly notify users in Teams on a change in a Ticket. Learn more about how notifications work, who will receive notifications and what trigger them:

Read the post


6. Add additional ticketing instances

You can create as many Ticketing instances as you need, without any additional cost. Watch how you can simply add new ticketing instance in Microsoft Teams:

Watch the video



Subscription


How to Subscribe to Ticketing App

Read how to subscribe to Ticketing App with different options:

Navigate to subscription section


Microsoft Teams Teamswork ticketing service desk checklist to-do
Other Settings & Features


There are additional features & settings that will allow you to personalize ticketing App to best fit you need


1. Incoming email

External users of your Microsoft Teams organization have the capability to raise tickets and communicate with the support team using email. An incoming email will automatically create a new ticket with a unique ID. Support team can "reply" using the comment area and Requestor will receive an email notification.

Following email communication from requestor will be added as comment too.

In this setting, you can configure the various parameters and message templates.

Read the post


2. Add automatic assignee

You can assign ticket automatically to a user based on rules. Watch how to configure this here:

Read the post


3. Add Custom fields

You can adjust the Ticket form to fit your needs by hiding standard fields, adding your own custom fields and reorganizing the Ticket form layout

Read the post


4. Alert & Notification

We have implemented a set of alert & notification features for you to stay on top of your deadlines:


  • Expected date

You can configure alert notifications for tickets where an expected date was defined. You can configure notifications to be sent before due date, on due date and every day when overdue.

Read the post


  • Service Level Agreement

Service Level Agreement (SLA) is a service commitment from support team to first response (First Response Time SLA) and resolve a ticket (resolution SLA). In Ticketing App, you can configure your team commitment to SLA as well as the team SLA schedule.

Read the post

  • Idle ticket

Idle tickets are tickets that have not been updated at all (no comment, no edit, no change in workflow) for a certain period. In the setting, you can configure a notification and reassign tickets that were idle for too long:

Read the post


5. User Permission

If you don't want certain people to have capability to see or edit some fields in ticket, you can configure the user permission.


Explore more Features & useful Tricks


1. Different ways to upload files and add screenshots

Learn all the different ways to upload files and add screenshot on a ticket to work more efficiently:

Read the post


2. Open a new ticket creation form in just one click

You can easily provide a link to the new ticketing creation form to your users. For instance, you can add this link to your Teams channel, SharePoint, Intranet, etc. so it will save few clicks to your users:

Read the post

3. Add an hyperlink to a ticket

Not only you can upload documents and add screenshot to a ticket, but you can also add any URL to a ticket. This can also be use to link 2 tickets together. See how to configure this here:

Read the post

4. Add a private comment

Capturing comments are a great way to communicate between requestor and support team. However, from time to time, support team might want to exchange information without requestor being notified, and this the purpose of private comment feature as a private comment is invisible from the requestor:

Read the post


5. Archive attachment

It might happen that some attachments on a ticket are not relevant anymore. Ticketing App have the capability to archive them:

Read the post


6. Configure display of columns in Tickets list

To adjust tickets list to your need, You can sort tickets list by a column, configure what columns to display and change the columns sequence itself:

Read the post


7. Rich text formatting

When creating a ticket, you want to have a clear description. That is the purpose of rich text formatting in Ticketing App:

Read the post


8. Pop out a Ticketing tab

This is not directly related to Ticketing App, but it is a nice trick so that you stop navigating back and forth between Teams App, from files, to chat, to Team / channel:

Read the post

9. How to uninstall Ticketing App from your Microsoft Teams

Read the post


Deployment Strategies


1. A Ticketing App Deployment Strategy

Read this post if you are wondering how to test Ticketing App. There are also few advices on how you could roll out Ticketing App in your organization:

Read the post


2. Configure Ticketing App as a Bug Tracking / Release management tool

Here is an example on how you can configure Ticketing app to be your Bug Tracking and / or Release Management tool:

Read the post


3. Configure Microsoft Teams Ticketing by TeamsWork as an HR Ticketing System

Here is an example on how you can manage an HR department using Ticketing App:

Read the post


4. Use Microsoft Teams Ticketing by TeamsWork to support ITIL Service Operation

Read this post if you are wondering how to transform a ticketing instance to support some ITIL Service Operation Processes:

Read the post


5. Use Microsoft Teams Ticketing by TeamsWork to support Scrum Agile projects

Read this post and you will know how to transform a ticketing instance to support an Agile Scrum project:

Read the post


Microsoft Teams Teamswork ticketing service desk checklist to-do
Troubleshooting

We are sorry if you are facing issues. Here are some common issues and resolution guidance.


1. The "Authentication in progress" message is stuck and nothing is happening: Read the Post




If you still have a question / enquiry about Ticketing App, do not hesitate to contact us here.

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