10 Best Microsoft Teams Ticketing Systems in 2026 (Ranked)
Updated: 1 day ago
Microsoft Teams doesn't have a built-in ticketing system, but organizations can build a basic setup using Microsoft Forms, Lists, and Power Automate or choose a dedicated app.
Choosing the right Microsoft Teams ticketing system depends on how your team works, whether agents manage tickets directly in Teams, how pricing is structured, and whether multiple departments need separate queues.
This guide compares ten ticketing apps, including Ticketing as a Service, Desk365, Jira, and Zendesk, using a consistent scoring framework to help you find the best fit.
Key takeaways
Build or buy: Teams has no built-in ticketing system, so you either build one with Forms, Lists, and Power Automate or add a ticketing app.
Teams-native or connected: Teams-native apps let agents work tickets inside Teams, while service desk platforms mostly use Teams for creating tickets, chat, and notifications.
Pricing model: Pricing is per agent, per organization, or usage-based, and the model decides how cost grows with headcount.
How the ranking works: The scorecard below ranks all ten tools on Teams nativeness, pricing, ease of use, features, and multi-department support.
How we scored these tools
Each tool was evaluated across five criteria weighted by importance to IT managers, SMB operations leads, and MSPs who work primarily inside Microsoft Teams.
Scoring criteria and weights: Teams nativeness (30%) · Pricing affordability (25%) · Ease of setup and use (20%) · Features and customization (15%) · Multi-department support (10%). Each criterion is scored out of 5, producing a weighted total out of 5.00.
Quick-reference scorecard
All tools ranked by weighted score
What to Look for in a Teams Ticketing Tool
Before comparing individual tools, you need to know which qualities separate a strong Teams ticketing tool from a weak one.
Teams nativeness: how much of the workflow happens inside Teams versus a separate web portal
Setup effort: whether agents can start handling tickets without training or heavy admin configuration
Pricing model: per-agent, per-organization, or usage-based, and how the cost scales as you grow
Automation and SLAs: routing rules, auto-assignment, and service-level tracking
Security and compliance: data residency options, Microsoft 365 certification, and admin controls
Supported channels: whether people can raise tickets from chat, email, or a form
These are the same factors used in the scorecard later in this article.
Where to Find Ticketing Apps for Microsoft Teams?
Most ticketing tools for Microsoft Teams are available through the Microsoft Teams Store. This is where organizations can discover apps built to work within the Teams interface.
Some tools operate almost entirely inside Teams, while others use Teams mainly for notifications. For ticketing, tools that minimize context switching tend to deliver a smoother experience for both users and agents.
Teams Store
10 Best Microsoft Teams Ticketing Systems
Picking the right ticketing tool for Microsoft Teams can be tough because there are so many choices. The below section points out and compares the best ticketing tools for Microsoft Teams, along with other details about how they work.
1. Ticketing as a Service by TeamsWork
Ticketing as a Service by TeamsWork is the only tool on this list that operates entirely within Microsoft Teams. Tickets are created, assigned, tracked, and resolved inside Teams channels and chats, with no external interface required. Teams can run multiple ticketing instances simultaneously, separating IT, HR, customer support, legal, or a facilities help desk into distinct workflows without switching tools.
Pricing: Usage-based starting at $10/month for the whole organization, with no charges for inactive users. Free plan available. 30-day free trial.
For SMBs and MSPs managing support across departments, this structure is significantly more predictable than per-agent pricing that scales with headcount.
Start managing tickets entirely inside Microsoft Teams!
2. Desk365
Desk365 is a help desk built for Microsoft Teams that pairs a Support Bot for employees with an Agent Bot for support staff. Employees raise tickets with commands or buttons in Teams, and agents manage tickets, reply to users, and turn chat or channel messages into tickets without leaving Teams. Departments get their own queues, email addresses, and permissions, and the product includes SLA tracking, workflow automation, and AI drafting tools.
Pricing is per agent, so the cost grows with headcount. Features that larger desks tend to need, such as round-robin assignment, time tracking, and the AI copilot, start on the Plus tier, while audit logs, group management, and custom departments are limited to Premium. Desk365 also runs as its own help desk platform with a support portal and email channel next to the Teams bots, so it is less of a Teams-only tool than Ticketing as a Service.
Pricing: From $12/agent/month billed annually (Standard), $22 (Plus), $32 (Premium). Free plan up to 50 tickets per month. 21-day trial, no credit card.
3. Roby
Roby is a lightweight internal helpdesk built for Microsoft Teams. Any channel message or direct chat can be converted into a trackable ticket with priority levels and due dates. It is a reasonable fit for small teams that need simple internal request management without extensive configuration.
The main constraint is structural: Roby supports only a single ticketing instance, which limits scalability for organizations that need separate workflows across departments. There is also no incoming email support, so users outside Teams cannot submit tickets directly. Roby does not publish a price list: its site describes pay-as-you-go pricing and asks buyers to contact sales, so budgeting starts with a quote.
Pricing: Pay as you go, no public price list (contact Roby for a quote)
4. Tikit
Tikit is a service desk built around Microsoft 365, allowing users to submit tickets via Teams chat or, on higher plans, email. It scores well on features, offering AI-powered ticket deflection, Power BI integration, a built-in knowledge base, and customizable workflows. Microsoft 365 single sign-on makes onboarding straightforward for existing Microsoft environments.
The main limitation is that ticket management relies on an external web interface rather than Teams itself. Agents handling active tickets need to leave Teams to do most of their work, which reduces the practical benefit of the Teams integration. On the entry plan Tikit can be added to one team only, and multi-department workflows start on the Microsoft 365 Service Desk plan.
Pricing: From $26/agent/month billed annually (Teams Ticketing plan), $39 (Microsoft 365 Service Desk), $49 (Microsoft 365 ITSM)
5. Jira
Jira is a mature, feature-rich issue tracking platform with extensive customization options. Its Microsoft Teams integration allows users to create, search, and update issues directly from Teams, and agents receive personal notifications for assigned issues. On features alone, Jira scores the highest of any tool on this list.
The trade-off is complexity. Jira requires significant configuration before it is usable, and most actual ticket management happens in Jira's external interface, not inside Teams. For SMBs without dedicated IT administrators, the setup overhead often outweighs the feature benefit. Pricing also scales by user count, which increases costs as teams grow.
Pricing: Free up to 10 users, from $8.48/user/month (Standard, billed monthly)
6. Zendesk
Zendesk is a mature customer support platform built for omnichannel request management across email, chat, and social channels. Its Microsoft Teams integration lets agents receive ticket notifications and collaborate on tickets without leaving Teams, but all actual ticket management remains in Zendesk's own interface.
Zendesk's feature depth makes it a strong option for large customer support teams with high request volumes. For teams that primarily operate inside Teams, however, the integration is shallow relative to its pricing.
Pricing: From $19/agent/month (Support Team), Suite Professional at $115/agent/month, billed annually
7. Zoho Desk
Zoho Desk is a multi-channel customer support platform with strong omnichannel capabilities, including email, live chat, and social media integration. It offers a flexible feature set with self-service portal options and broad integration support.
Its Teams integration is the shallowest on this list, limited to tab views and ticket updates. There is no incoming email feature in the lower tiers, and the interface can be difficult to navigate for new users. Customization options are also restricted unless you upgrade beyond the Standard tier.
Pricing: Free up to 3 agents, from $7/agent/month (Express), Standard at $14/agent/month, billed annually
8. DeskDay
DeskDay is a PSA and service desk platform for MSPs and internal IT teams. Its Teams app lets users raise and track tickets and chat with technicians, and the platform adds a no-code workflow builder, SLA tracking with automated time tracking, contracts and invoicing, and AI features for triage and dispatch.
Technician work is described through DeskDay's web portal and mobile apps rather than inside Teams, and all requests land in one queue instead of separate department queues. DeskDay replaces an existing PSA rather than adding to it, and the vendor puts go-live at about two weeks.
Pricing: From $59/tech/month billed annually ($79 billed monthly), two-seat minimum. 14-day free trial. DeskDay AI is an add-on; actions beyond the included 600 cost $0.25 each.
9. Helpdesk 365
Helpdesk 365 by Apps365 is a SharePoint-based help desk for Microsoft 365 that brings requests from email, Teams, and a support portal into one place. Teams users can create, update, and track tickets from channels or conversations, and reports can sit in a Teams tab. SLA targets, department groups, multi-level approvals, and AI suggestions for priority, category, and replies are part of the product.
The data lives in SharePoint lists, so the product depends on a SharePoint setup, and Teams automation for assignment and status updates relies on Power Automate. Several of these sit on higher tiers: email-to-ticket starts on Premium, and SLA escalation, approval workflows, and AI agents are Enterprise-only. Apps365's pages do not say whether agents can resolve tickets inside Teams, and every plan has a five-user minimum.
Pricing: From $19.99/user/month billed yearly (Standard), $29.99 (Plus), $49.99 (Premium), $74.99 (Enterprise). Five-user minimum.
10. SysAid
SysAid is an ITSM-focused platform that allows teams to submit, update, and receive notifications for tickets through a Microsoft Teams bot. Agents can update ticket status, send messages to users, and initiate calls or WhatsApp conversations from within a ticket record. Its feature set is well-suited to IT departments managing incident and change workflows.
The Teams integration is bot-based rather than native, meaning the primary interface remains SysAid's external system. For teams whose work lives primarily inside Teams, the level of context-switching SysAid requires is a meaningful friction point.
Pricing: Professional is volume-based, $89/agent/month at 10 agents down to $59 at 70 agents, billed annually. Enterprise is custom, starting at 20 agents
Best Teams Apps for Converting Customer Messages into Support Tickets
Ticketing as a Service by TeamsWork is one of the best Teams apps for converting customer messages into support tickets inside Microsoft Teams. It can create tickets directly from Microsoft Teams chat and supports email-to-ticket, so teams can capture and manage customer requests from chats, channels, and emails in one ticketing workflow.
How to choose the right Microsoft Teams ticketing tool
The right tool depends on how your team actually works and what you need from ticketing. Four questions narrow it down quickly:
Is ticketing internal, customer-facing, or both? Internal IT and HR workflows benefit from Teams-native tools. Customer-facing support at scale may need omnichannel platforms like Zendesk or Zoho Desk.
How important is staying inside Teams? If agents should never need to leave Teams to manage tickets, only Ticketing as a Service, Desk365, and Roby come close to that standard.
Do multiple departments need separate workflows? Ticketing as a Service supports multiple simultaneous instances, and Desk365 offers separate department queues. Most other tools are limited to a single ticketing environment.
How does pricing scale with your team? Per-agent pricing grows linearly with headcount. Usage-based pricing, as offered by Ticketing as a Service, is more predictable for organizations with variable activity levels.
Ready to run ticketing entirely inside Microsoft Teams?
Still switching tabs to get things done? TeamsWork brings your business apps into Microsoft Teams — Ticketing, CRM, Checklist, and Billing — so support, sales, and tasks all live where your team already works. Microsoft Solutions Partner certified, trusted by 500+ organizations.
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