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Configure an Issue Tracking System on Microsoft Teams with Ticketing As A Service

Updated: Apr 16

Whether you're managing a small startup or overseeing a large enterprise, implementing an effective issue tracking system can significantly improve your operational efficiency and customer satisfaction. 


You may be familiar with an issue tracking system by big companies, but did you know that you can also do the same thing on Microsoft Teams? Let's find out! 



What is an Issue Tracking System? 

In your day-to-day work, you will often encounter many different issues. Sometimes there are issues you can't solve by yourself but require collaboration with other people from different teams or departments. 


Instead of using those old ways to resolve the issue, like using Microsoft Excel for example, which could be time consuming and probably lead to mismanagement, you can now use an issue tracking system. 


An Issue Tracking System (ITS) is a software application that offers a centralized system for logging, assigning, and tracking issues, so you can maintain a clear record of problems and their resolutions. 


Issue tracking software plays a crucial role in managing workflows, fostering team collaboration, and boosting productivity.  


It ensures timely and effective resolution of various issues, from identifying code defects in software development to addressing customer complaints. 


Key Features of Issue Tracking System 

  • Reporting an issue: Team member identifies a problem or issue and creates a ticket in the issue tracking system to report it. The ticket usually includes the description of the issue, as well as any relevant information regarding the issues. 

  • Assigning the issue: The ticket is then assigned to a team member or group of team members who are responsible for resolving the issue. 

  • Tracking the issue: The issue tracking system provides a way to track the status of the issue as it is being worked on and resolved. This may include the ability to add comments or updates to the ticket, as well as to change the status of the ticket to reflect its current stage in the resolution process. 

  • Resolving the issue: Once the issue has been resolved, the ticket can be closed and marked as resolved in the issue tracking software. 


How to Configure Issue Tracking System on Microsoft Teams 

To use an issue tracking system on Microsoft Teams, you must first add Ticketing As Service into your Microsoft Teams.  


Simply go here and then click add to Teams. You can also watch this video for a step-by-step instruction.  


If you already have Ticketing As A Service in your Microsoft Teams, then follows these guides to configure an issue tracking system on Microsoft Teams. 

  

1) Configure Your Form for Issue Tracking

Ticketing As A Service has custom fields in the ticket form you can configure to enable precise gathering of specific information related to the issues.  


custom ticket form setting for issue tracking

For example, with fields like 'Product Type' 'Issue Date' or 'Product Number' the support team gains necessary context, leading to a better understanding of customer issues and more effective responses. You can learn more about custom field here 


2) Configure Your Workflow for Issue Tracking 

Customizing the workflow for issue tracking system can significantly enhance the efficiency and effectiveness of resolving an issue. With this feature you can tailor the workflow to match your specific business processes.   


add steps with custom workflow for issue tracking

You can add the steps you need to address an issue such as an “approval” step, or introduce an “on hold” status. You can also adjust where those steps will go to, making coordination easier. You can learn more about the custom workflow here 


3) Configure an Email to ticket 

Ticketing As A Service also allows customer emails to be automatically converted into tickets. 

 

For an example, let's just say that a customer or an external user to your company send an email that said they need support. 


The email then will be recorded in our system as a ticket and we'll automatically sent an acknowledgement mail to the customers.


email to ticket on issue tracking system

This guarantees all customer inquiries, irrespective of the communication channel, are captured, tracked, and managed effectively, enhancing customer service efficiency. For further explanation on how this works, learn more about email to ticket here. 


Ticketing As A Service offers a plethora of exciting features including Tags, Automation, Data Integration with API, Power BI Analysis for the ticket, and much more!


All of these incredible features provide a convenient solution for businesses of all sizes, empowering them to manage and resolve issues with ease, ultimately resulting in heightened productivity and enhanced customer satisfaction!




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