Configure an Issue Tracking System on Microsoft Teams with Ticketing as a Service

A Microsoft issue tracker helps teams log, assign, and resolve issues in an organized way. When Microsoft Teams is already the main workspace, managing issues outside of it creates extra steps and lost context.

To avoid that, this article shows how to set up a Microsoft Teams issue tracker using Ticketing as a Service, including ticket forms, workflows, and email-based issue intake.

What Is an Issue Tracking System? 

An Issue Tracking System (ITS) is a system used to log, assign, track, and resolve issues in a structured and centralized way. Each issue is recorded as a ticket that contains key information such as the problem description, owner, status, and resolution history. This allows teams to manage issues consistently and avoid losing requests across chats, emails, or spreadsheets. 

What Are Issue Tracking Systems Used For? 

Issue tracking systems are commonly used for:

• IT support and internal helpdesk requests

• Customer support and service operations

• Operational issues across departments

• Bug tracking and internal problem management

Any team that needs ownership, prioritization, and reporting will benefit from a proper issue tracker.

What Is a Microsoft Issue Tracker? 

A Microsoft issue tracker refers to issue tracking tools built within or integrated into the Microsoft ecosystem. These tools allow teams to manage issues using Microsoft 365 applications rather than external platforms.

Common examples include Microsoft Lists, Microsoft Teams integrations, and developer-focused tools such as Azure Boards.

Is Microsoft Lists an Issue Tracker?

Yes, Microsoft Lists includes a built-in Issue Tracker template that allows teams to track issues using customizable columns such as status, priority, assignee, and due date. Microsoft Lists works well for:

• Lightweight issue tracking

• Small teams with low issue volume

• Manual workflows with minimal automation

It also integrates with Microsoft Teams and Power Automate, enabling basic notifications and list updates.

What Microsoft Lists Cannot Do for Issue Tracking

While Microsoft Lists can track issues, it is fundamentally a list-based tool, not a ticketing system. As issue volume grows, teams often encounter limitations such as:

• No enforced ticket lifecycle or workflow stages

• Manual ownership handoffs

• Limited visibility across teams and channels

• No centralized queue for incoming issues

• Reporting focused on list data, not operational performance

At this stage, teams typically need a ticket-first system that runs directly inside Microsoft Teams.

When issue handling becomes more structured, especially for service outages or high-severity disruptions, teams often move toward formal incident processes rather than basic issue logging. In these cases, a dedicated Microsoft Teams incident management workflow provides clearer lifecycle stages, severity handling, and SLA control.

What Is a Microsoft Teams Issue Tracker?

A Microsoft Teams issue tracker is a ticketing system that operates natively inside Teams. Issues are created, assigned, and resolved as tickets within Teams channels or apps, without relying on external portals or spreadsheets. This approach keeps issue management aligned with daily collaboration and reduces tool switching.

Why Use an Issue Tracker Inside Microsoft Teams? 

Using an issue tracker outside Microsoft Teams adds extra steps and splits context across tools. A native Microsoft Teams issue tracker keeps issue management tied to daily collaboration, so tickets are created where discussions already happen and updates stay visible without switching platforms.

Key Features of an Issue Tracking System 

• Reporting an issue: A team member creates a ticket with a clear description and relevant details about the issue.

• Assigning the issue: The ticket is assigned to a specific person or team responsible for handling it. 

• Tracking the issue: The system shows the current status of the ticket and allows updates or comments as work progresses.

• Resolving the issue: Once completed, the ticket is closed and recorded as resolved. 

How to Configure Issue Tracking System in Microsoft Teams

Before configuring issue tracking, you need to add Ticketing As A Service to Microsoft Teams. For installation guidance, you can watch the tutorial video on how to install Ticketing As A Service. 

1) Configure Ticket Forms for Issue Tracking

Ticket forms define what information is captured when an issue is created. Proper form configuration ensures tickets are complete and actionable from the start. Open the ticket form settings and add custom fields based on your issue intake needs.

For example, fields such as 'Product Type', 'Issue Date' and 'Product Number' give the support team immediate context. This allows the team to review issues faster, ask fewer follow-up questions, and respond more accurately. Arrange fields logically so issue submissions stay consistent across all requests.

2) Configure Your Workflow for Issue Tracking 

Customizing the ticketing workflow helps teams handle issues more smoothly from start to finish. The workflow can be adjusted to follow how your team actually works.

You can add steps like an approval stage or an on-hold status when an issue needs to pause. Steps can also be rearranged to match ownership and handoffs, so work moves between teams more clearly.

3) Configure an Email to ticket 

The email to ticket feature lets teams capture requests sent by email automatically. When someone sends an email, Ticketing As A Service creates a ticket, saves the message, and sends a confirmation to the sender. This keeps email requests tracked and handled the same way as issues created inside Microsoft Teams.

Additional Capabilities for Managing Issues at Scale

Ticketing As A Service provides tags, automation rules, API integrations, and Power BI reporting.

These features help teams organize issues, cut down manual work, connect with other systems, and review ticket performance over time!

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TeamsWork is a Microsoft Partner Network member, and their expertise lies in developing Productivity Apps that harness the power of the Microsoft Teams platform and its dynamic ecosystem. Their SaaS products, including CRM as a Service, Ticketing as a Service and Checklist as a Service, are highly acclaimed by users. Users love the user-friendly interface, seamless integration with Microsoft Teams, and affordable pricing plans. They take pride in developing innovative software solutions that enhance company productivity while being affordable for any budget.