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Microsoft Teams Ticketing System for Managed Service Providers

Managing support across multiple client environments is inherently complex—especially without the right systems in place. For Managed Service Providers (MSPs), the challenge lies in delivering fast, consistent service while maintaining separation, visibility, and operational efficiency across tenants.


Ticketing As A Service is a Microsoft Teams Ticketing System built natively into the platform, purposefully designed for MSPs. It streamlines support operations by centralizing ticket management, enabling per-tenant workflow customization, and removing the need for third-party portals or tenant switching.


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Why Ticketing As A Service Is Ideal for MSPs

MSPs operate in dynamic, multi-tenant environments where standard tools often fall short. From juggling different client configurations to tracking performance across dispersed teams, the operational burden can be significant. Ticketing As A Service addresses these challenges with built-in capabilities that support scalable, multi-client ticketing directly within Microsoft Teams. Learn more on our MSP Ticketing System page


  • Simplified Multi-Client Support Manage all client environments from a single Microsoft Teams interface. Avoid constant tenant switching or reliance on external systems.

  • Faster Response Times Centralize ticket handling in a single interface. Reduce delays, eliminate tool switching, and improve overall response efficiency.

  • Consistent Service Delivery Ensure uniform service standards across all clients through standardized workflows and automations, with the flexibility to customize configurations based on each tenant’s specific requirements.

  • Greater Visibility and Accountability Track SLAs and performance metrics with built-in reporting and dashboards to ensure your team meets service expectations.


Key Features MSPs Should Know

Ticketing As A Service is purpose-built for Managed Service Providers, offering the tools needed to manage complex client environments efficiently—directly inside Microsoft Teams.


Unified Multi-Tenant Management in Microsoft Teams

Access tickets from all external tenants via a single pane in Microsoft Teams. The Personal App allows centralized visibility and action without switching tenants. Read more about Ticketing Personal App.

Personalize Workflows and Fields

Configure distinct workflows, fields, and automation rules for each client or department to match their individual support requirements. Read more about custom workflows and custom fields.


Email-to-Ticket

Automatically convert incoming emails into tickets. Centralize request intake—even from clients who prefer email—without disrupting your Teams-based workflow. Read more about Email to Ticket.


SLA Monitoring and Reporting

Track response and resolution times automatically to ensure SLA compliance and provide transparent service performance. Read more about SLA.


A Step-by-Step Guide for MSPs

Follow these steps to set up and operate Ticketing As A Service efficiently as a Managed Service Provider within Microsoft Teams:


1. Install the App and Set Up Your Internal Instance

Install Ticketing As A Service from Microsoft AppSource, Microsoft Teams, or Azure Marketplace to begin. Once installed, configure your internal support environment by defining ticket types, custom fields, workflows, and SLAs. Read how to install Ticketing As A Service.


2. Add External Client Instances

Invite client tenants to connect with your internal instance. Each external environment remains securely isolated, with its own users, roles, and configuration settings. Read how to add external instances.


3. View Tickets by Instance from the Personal App

In the Ticketing Personal App, view and manage tickets across all connected tenants. Use the dropdown to filter and display tickets from a specific instance.


4. Navigate to Any Instance from the Personal App

When deeper action or customization is needed, the Personal App allows you to directly access any connected instance. Explore more about the Ticketing Personal App.


That’s it—your MSP environment is ready to go.


Support Clients with Confidence

Whether you serve five clients or fifty, Ticketing As A Service equips MSPs to grow confidently—without compromising control, visibility, or service quality. Built inside Microsoft Teams, it delivers the flexibility and structure needed to manage client support at any scale.


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.

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