Configure Microsoft Teams Ticketing by TeamsWork as an HR Ticketing System

Hi All,

While this How To could apply to any department, we will illustrate our case using an HR department who wish to provide a better service to the rest of the employees.

1) Add a Ticketing Instance

Add a new Ticketing Instance in a channel. Let's name our tabulation "Ticketing"

Keep in mind that later on, all employees should get access to this channel.

2) Configure your Ticketing Instance

In the setting area:

Department: add all departments in your company: IT, Sales, Marketing, Procurement, etc.

Category: add categories, for instance: Payroll, Cash Advance, Medical Benefits, Annual Leaves, Sick Leaves, etc.

Tags: create additional categories for your tickets, for instance: Support, Information, Issue, etc.

3) Add the support team members and employees in your Teams

Add HR employees that would handle ticket as a Team Owners in your channel. Teams Owners appear in the assignee list.

Add all employees that could raise a ticket as a Team Members in your channel.

4) Change Management

Proper change management activities would include:

- (Over)communication of the new procedure to all employees, in Teams obviously

- Training of the key representative employees

et Voila! Your new support organization is ready to go.

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