Microsoft Teams Ticketing System for Managed Service Providers
Updated: 2 days ago
An MSP ticketing system is software that turns client requests into tracked tickets, each with an owner, a status, and an SLA, and keeps every client's work separate from the rest. Ticketing as a Service by TeamsWork is an MSP ticketing system built natively into Microsoft Teams, where your technicians already work.
For MSPs on Microsoft 365, a ticketing system inside Teams lets technicians work every client's tickets from one place, with a separate instance, workflow, and SLA for each client.
What Should an MSP Ticketing System Include?
An MSP ticketing system should keep each client's tickets separate, apply its own workflow and SLA per client, accept requests by email, and report on response times, the same foundations behind a well-run MSP helpdesk. The table shows which plan unlocks each requirement in Ticketing as a Service.
Requirement | Ticketing as a Service | Plan |
|---|---|---|
Separate client instances | One instance per client | Professional |
One view across clients | Personal App in Teams | Professional |
Per-client workflows | Custom workflows and fields | Professional |
Email intake | Email to Ticket | Professional |
SLA tracking | Response and resolution times | Professional |
Reporting | Power BI report | Add-on or Leader |
How Ticketing as a Service Works for MSPs
Ticketing as a Service lets an MSP connect every client's instance to one Personal App in Microsoft Teams and work all tickets from there. The five capabilities below cover multi-client support:
One view across clients: the Ticketing Personal App shows tickets from your own instance and every connected client instance together, and lets you create tickets in any instance you belong to.
Per-client workflows and fields: each client instance can run its own custom workflows and custom fields.
Email intake: clients who prefer email send requests to a mailbox that converts incoming email into tickets, and technicians handle them in Teams like any other ticket.
SLA tracking: SLA notifications and escalation follow response and resolution times against the SLA you define.
Reporting: a ready-made Power BI report is available as an add-on on the Professional plan, and the Leader plan includes it.
How to Set Up an MSP Ticketing System in Microsoft Teams
Setting up Ticketing as a Service for an MSP takes four steps, starting with your own internal instance.
Install Ticketing as a Service from Microsoft AppSource, Microsoft Teams, or Azure Marketplace, then set up your internal instance with ticket types, custom fields, workflows, and SLAs.
Confirm that every instance you plan to connect has API access, which requires the Professional plan or higher.
Open the Personal App settings, choose the external ticketing instance option, and enter the client's tenant or instance name, server region, and API key, following the steps for adding an external instance to the Personal App.
Review tickets from all connected instances in the Personal App, and open an instance's own tab when you need its full detail.
How Much Does an MSP Ticketing System Cost?
Ticketing as a Service is priced per organization with unlimited users, which lets you add technicians without adding cost. Compare the plans on the Ticketing as a Service product page and start with the one-month free trial.
MSPs that want to grow with TeamsWork can join the TeamsWork Partner Program: refer clients and get free app access, or resell the apps with your own pricing and your own margin.
Start Your MSP Ticketing System in Microsoft Teams
Start by installing Ticketing as a Service in Microsoft Teams and setting up your own internal instance, then add one client at a time with the MSP ticketing system built for managed service providers.
Frequently Asked Questions
What is an MSP ticketing system?
An MSP ticketing system is client-request software that keeps each managed client's tickets separate while giving technicians one place to assign, track, and resolve them.
Can an MSP manage multiple client tenants from one place in Microsoft Teams?
Yes, on the Professional plan, the Personal App in Ticketing as a Service connects external client instances through an API key and shows tickets from all connected instances in one view.
Can clients who are not in Teams submit tickets?
Yes, clients can send requests by email, and Email to Ticket converts each one into a ticket on the Professional plan.
Which plan do MSPs need?
MSPs need the Professional plan or higher, because external instances, custom workflows, email intake, and SLA tracking are Professional plan features.
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