Notifications in Microsoft Teams Ticketing by TeamsWork Explained

Marc (TeamsWork)
May 21, 2022
2 min read

Updated: Dec 11, 2024

Hi all,

Receiving instant notifications directly in Microsoft Teams is one of the key benefits of Ticketing As A Service compared to other ticketing tools.

Every Teams user understands the advantages of receiving an instant message within the productivity tool they use. Engaging in a conversation helps resolve issues more swiftly compared to the traditional email thread.

Keeping this in mind, we have implemented a similar mechanism where every interaction in Ticketing will trigger a notification in the chat area - Chatbot notification.

Email Notifications

Team members who also wish to receive email notifications can still do so. Please refer to our email notification blog post for more information.

Introduction to Chatbot notification

Watch the below video for an introduction about the Chatbot notification.

Chatbot installation

The Chatbot will automatically install after user connect a first time in any Ticketing instance. If you already login to Ticketing App but you still dont see a Chatbot named "Ticketing As A Service" follow instructions from the "Reinstall Chatbot" in below section.

Who receives notifications, and when?

For every change done on a ticket (status change, comment, etc.), a notification is triggered in the Chat.

Both Requestor and Assignee will receive notifications following these rules:

if action is done by Assignee, Requestor will receive a notification, and vice versa
if action is done by Requestor, Assignee will receive a notification
if, as a Teams Owner, you create a ticket on behalf of someone and assign to it to someone else, both Assignee and Requestor will receive a notification. Same
if a Teams Owner updates a ticket, both Assignee and Requestor will receive a notification.

The exception is that you will not receive a notification if you are the one performing the action. For example, if you create a ticket and you are both the requester and the assignee, you will not receive a notification.

Installing Chatbot for all Tenant users (including Guest Accounts)

By default, chatbot will not be installed to Guest Account. If you wish them to receive chatbot notification, then you must follow below instructions.

As a Teams administrator, navigate to the App setup policy section

https://admin.teams.microsoft.com/policies/app-setup

in the Installed apps section, lookup and add our App.