Built-In Chat Feature 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.

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

Managing Chat Members

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 hit that blue "Start Chatting" button, you have a powerful option at your fingertips.

You will see a simple toggle: "Notifications go to dedicated ticket chat."

Sending notification to related chat

Sending notification to chatbot

• What it does: If enabled, the system will automatically post vital updates (like status changes or SLA alerts) directly into the Microsoft Teams chat thread created for this ticket. If it's disabled, the notification will go to the chatbot.

• Why it matters: This keeps everyone in the chat loop without them needing to check the ticket portal.

• Important Note: You need to make this decision before you create the chat. Once the chat is initiated, this setting is locked in, so think about how much noise you want in your team chat before you begin!

Chatting from the Ticket

If you are working inside the Ticketing As A Service app tab, looking at the ticket details, you can type your message in the chat box.

Chat in Ticket

The Result: Your message instantly appears in the Microsoft Teams chat window for all participants.

Chatting from the Teams Chat

On the other side, maybe you just want to reply quickly from your main Teams chat list to save time.

Chat from Teams

The Result: You reply via the standard Teams chat, and that message is instantly mirrored back into the Ticket history. It doesn’t matter where you type, the conversation stays in sync.

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.

Learn how to Invite External Users, here.

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.

So in summary, by using the Create Ticket feature directly from your Teams messages, you ensure that no request is ever overlooked or lost in the scroll.

This feature transforms unstructured chatter into actionable, tracked work items in seconds. You eliminate the friction of manual data entry, preserve the full context (including images) of the conversation, and empower your team to act immediately.

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.