Unified Ticket Chat in Ticketing As A Service

When your team works on a support ticket, conversations often end up scattered across emails, chat threads, and different apps. That means details get lost, context gets forgotten, and productivity takes a hit.

With Teams Chat inside Ticketing As A Service, you finally get one streamlined place to talk and work — all within Microsoft Teams. It brings real-time conversation, ticket context, and collaboration together, right where your team already communicates.

Granting Admin Permission

Before your organization can start using Teams Chat, a Teams administrator must grant the app the required permissions.

Why do we need these permissions? Simple, Ticketing As A Service only requests the permissions strictly necessary to deliver a smooth, integrated experience — nothing more. These permissions allow the app to create dedicated chats, post updates, and keep everything in sync between the ticket and your Teams environment.

Example Giving Permission to use the Chat Feature

Creating Your First Chat

Teams Chat introduces a simple but powerful concept: One chat per ticket.

The moment you start a chat from a ticket, the app automatically creates a dedicated Microsoft Teams chat linked to that specific ticket. This ensures that the requestor and the assignee share one single conversation thread — complete with ticket details, attachments, and the full story of what’s happening ensuring everything stays organized in context.

Adding Participants & Starting Chat

Default Chat Participants & Managing Access

By default, each ticket chat includes:

• The ticket assignee

• The ticket requestor

But we know that support is dynamic. You might need to loop in a manager or a subject matter expert. You have full control over who joins the conversation directly through the ticket fields:

• Adding People: You can easily add more participants by selecting them in a People Picker custom field right on the ticket. Alternatively, simply adding someone as a Requestor or Assignee will automatically add them into the chat.

• Removing People: If someone no longer needs to be involved, you don't need to kick them out of the chat manually. Just remove them from the ticket, and the system handles the rest.

Receive Ticket Activities Directly in Teams Chat

Before you start the chat, you can choose to receive ticket notification within the chat. Notifications go to dedicated ticket chat.

Sending notification to related chat

 Ticketing will automatically sent Ticket notifications (like status changes or SLA alerts) directly into the Microsoft Teams chat thread created for this ticket.

This keeps everyone aligned without having to open the ticket every time. The chat becomes a real-time activity log and communication space combined.

Notifications go to Ticketing As A Service chatbot.

Sending notification to chatbot

In this case, notifications go to Ticketing Chatbot

Chatting from the Ticket

If you prefer working inside the ticket interface, you can chat right from there. Any message you send from the ticket’s chat area instantly appears in the dedicated Teams chat as well.

Your team can choose whichever interface they prefer — and nothing gets lost.

Chatting in Ticket also Reflects on Chat

Embedding an Image in Ticket Chat

Chatting from the Teams Chat

Of course, you can also reply directly in Microsoft Teams. Whether someone responds from Teams or from within the ticket, everything stays synchronized. The conversation remains consistent and easily accessible from both sides.

This flexibility ensures conversations follow your workflow, not the other way around.

Inviting External Users to Your Organization

Need to include someone outside your organization — like a customer or partner? Because this is a native Microsoft Teams chat, you can invite external users just like any other Teams conversation.

This is especially valuable for Managed Service Providers, who can collaborate with clients on support tickets without leaving Teams or switching to another platform.

Limitations Due to Organization Settings

Keep in mind that some organizations restrict external chat for security or compliance reasons.

If your environment doesn’t allow external users, this is a Microsoft Teams policy — not a limitation imposed by Ticketing As A Service.

By bridging the gap between your help desk and your daily communication tool, the Teams Chat feature transforms how you resolve issues. No more lost emails, disjointed threads, or constant toggling between windows—just one clear, synchronized history that helps you close tickets faster.

Whether you are an internal IT team coordinating with HR or an MSP supporting external clients, this feature ensures everyone stays on the same page without leaving the flow of work.

Try Ticketing As A Service for Free!

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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.