top of page
Search

Best Microsoft Teams Ticketing Systems for Customer and Internal Support

Updated: 3 days ago

Microsoft Teams is no longer just a communication tool. For many organizations, it is where requests, issues, and follow-ups actually happen. That shift makes choosing the right teams ticketing system critical for both internal teams and customer-facing support.


This article explains how ticketing works inside Microsoft Teams and compares the most relevant Microsoft Teams Ticketing System options to help you choose the right approach.


Ticketing Tools

What Is a Ticketing System Used for Inside Microsoft Teams?

A ticketing system inside Microsoft Teams turns unstructured conversations into trackable requests. Instead of relying on chat history or email threads, tickets introduce ownership, priority, and visibility. Common use cases are: 

  • IT and technical support 

  • HR and administrative requests 

  • Facilities and operations 

  • Customer inquiries handled through Teams 


The purpose is simple. Requests should follow a clear workflow until they are resolved, not get lost in conversations.


Why a Dedicated Ticketing System for Teams is A Game Changer

A ticketing system tailored for your team significantly improves task and support request management. Here's why an integrated solution is superior to external dashboards:

  1. Seamless integration: A dedicated ticketing system integrates smoothly with your workflows, minimizing tool-switching and maximizing focus on essential tasks.

  2. Enhanced collaboration: Team members can collaborate on tickets, share updates, and communicate in real-time, fostering teamwork and alignment.

  3. Customization: A specialized ticketing system can be tailored according to your team's needs, including custom fields and workflows.

  4. Improved tracking and reporting: With a dedicated system, you gain comprehensive tracking and reporting features, allowing performance analysis and improvement identification in one place.

  5. Better user experience: A system built for your team enhances user experience, leading to quicker resolutions and increased team satisfaction.


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

Teams Store


7 Best Microsoft Teams Ticketing System Options

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 widely regarded as one of the top-rated Microsoft Teams integrations for support ticket tracking because it operates entirely within Teams rather than through external systems.


Teams can create multiple ticketing instances for different departments such as HR, IT, customer support, legal, or facility management. Tickets are created, assigned, and resolved inside Teams channels and chats, with automation handling routing and notifications.


What we like

  • Customizable ticket forms for different teams and request types 

  • Automatic ticket assignment based on predefined rules 

  • SLA configuration with clear tracking and visibility 

  • Incoming email support for users outside the Teams organization 

  • Real-time notifications and due date reminders inside Teams 

  • Centralized dashboards for tickets and performance 

  • Multiple ticketing instances across departments 

  • No charges for inactive users. Only pay for your real usage


Pricing

TeamsWork offers a 30-day free trial. Paid plans start at USD 10 per month, using a usage-based pricing model with no charges for inactive users.


For teams evaluating the best ticketing software for Office 365 Teams, tools built natively around Microsoft Teams tend to perform better, with Ticketing As A Service by TeamsWork designed specifically for that environment.



2. Jira

Jira is undoubtedly a more comprehensive tool, but configuring it may be challenging. Small and medium-sized enterprises normally want a ticketing system that is straightforward, simple to configure, and usable. They will find Jira to be a little more complex for their needs.


What we like

  • Create, search, and update issues directly from Teams 

  • Perform quick actions such as logging time or adding comments 

  • Personal notifications for assigned issues 

  • View issues in Teams tabs or message extensions


What could be improved

  • Configuration needs to be improved for ease of use

  • Not an ideal option for a small team

  • To use the dashboard and other functionalities, Jira agents must open an external website, leaving Microsoft Teams and its protected environment which is not a good practice for organizations.

  • Costs increase as team size grows


For teams that prioritize simplicity over extensive configuration, Ticketing as a Service is evaluated as a Jira alternative focused on simpler ticketing workflows inside Microsoft Teams.


Pricing

Jira offers a free plan for up to 10 users. Paid plans start at USD 7.91 per user per month on the Standard tier, with pricing scaling by user count.


3. Zendesk

Zendesk is a customer support platform that helps teams manage conversations across multiple channels. Support agents can prioritize, tag, and track requests from a single system.


With its Microsoft Teams integration, Zendesk allows teams to stay updated and collaborate on tickets without leaving Teams, while ticket management remains centralized in Zendesk. Its flexibility makes it suitable for teams that need a configurable, multi-channel support platform.


What we like

  • Handles customer conversations from email, chat, and social channels in one system 

  • Automation and AI features help manage high request volumes 

  • Built-in knowledge base supports self-service use cases 

  • Automatic ticket routing and prioritization


What could be improved

  • Too complicated to configure.

  • Expensive for small teams


Pricing

Zendesk pricing starts at USD 19 per agent per month for the Support Team plan. Higher tiers, such as Suite Professional at USD 115 per agent per month, add advanced AI, analytics, and omnichannel capabilities. Pricing scales with agent count and selected add-ons.


4. Roby

Roby is a lightweight internal helpdesk built for Microsoft Teams. It allows teams to submit, manage, and automate internal requests such as IT issues or HR inquiries without leaving Teams.


Any message in a channel or direct chat can be converted into a trackable ticket, with due dates and priority levels applied to keep work organized. By focusing on simple workflows and basic automation, Roby helps teams manage internal support requests directly inside Microsoft Teams.


What we like

  • Create tickets from private chats or channel messages 

  • Convert messages into trackable tickets with priority and due dates 

  • Automatic notifications for updates, deadlines, and resolutions 

  • Follow-up messages help close open requests 

  • Saved responses for recurring questions 

  • Central management of predefined responses 

  • Integrates with existing ticketing systems 

  • Supports external Microsoft Teams connections 

  • Simple interface familiar to Teams users 

  • Add-on capabilities to extend functionality


What could be improved

  • Limited to a single ticketing instance 

  • Some workflows feel external to Teams 

  • No incoming email support 

  • No centralized team-wide overview 


As teams look for more structured workflows at scale, Ticketing as a Service is an alternative to Roby for Microsoft Teams ticketing, particularly for organizations that need more flexibility inside Teams.


Pricing

Roby offers a flat-rate pricing plan starting at USD 250 per month, which includes core helpdesk features and integrations with Slack and Microsoft Teams.


5. Tikit

Tikit is a service desk focused on Microsoft 365 that allows users to create support tickets via Microsoft Teams chat and email. It is a great choice for businesses of all sizes, streamlining the support process and enhancing user experience.


What we like

  • Create tickets directly from Teams chat 

  • Create tickets from incoming emails 

  • Microsoft 365 single sign-on 

  • Customizable forms and templates 

  • Automated workflows for routing and triage 

  • AI-powered ticket deflection 

  • Reporting and Power BI integration 

  • Custom statuses and categories 

  • Built-in knowledge base 

  • Centralized dashboard


What could be improved

  • Limited to a single ticketing channel 

  • Agent licenses are capped at certain tiers 

  • Ticket management relies on an external web interface 


When comparing Microsoft Teams–based service desk tools, some teams also look at Ticketing as a Service as a Tikit alternative if they want a more Teams-native ticketing experience.


Pricing

Tikit pricing starts at USD 26 per agent per year for the basic plan. Higher tiers are available, with pricing scaling by agent count and selected features.


6. SysAid

SysAid allows teams to submit, update, and receive notifications for tickets directly within Microsoft Teams. Users can communicate with IT through Teams without switching tools, while keeping tickets centralized in SysAid.


The platform provides a consolidated view of incidents and requests assigned to individuals or teams. From a ticket, agents can update status, message users, initiate calls or WhatsApp conversations, and attach photos using a device camera, making it practical for IT-focused support workflows.


What we like

  • Create, view, and update IT tickets using the SysAid bot 

  • Automatic ticket notifications in Teams 

  • Approval workflows handled inside Teams 

  • View Teams user availability from SysAid 

  • Send direct messages to users or groups 

  • Start Teams conversations linked to tickets 

  • Faster ticket resolution and better visibility 


What could be improved

  • Not fully integrated into Teams

  • Expensive

  • Interface is less intuitive than TeamsWork


Pricing

SysAid uses custom pricing, typically starting around USD 19 per user per month for basic help desk functionality. Final pricing depends on agent count, modules, and ITSM features.


7. Zoho Desk

Zoho Desk is a customer support platform designed for omnichannel request handling. In Teams, it surfaces ticket views and updates through tabs.


What we like

  • Receive and respond to messages from multiple channels in one inbox

  • Connect to a multitude of integrations with tools your company is already using to create a seamless customer experience.

  • Create a self-service portal with tutorials and FAQs for users to search through on their own

  • Omni channel (Whatever channel of communication you can choose)

  • Live Chat (available for your customers in an instant tap)

  • Instant Messaging (Integrate your customer service with Popular Instant Messaging Channels like Facebook and other social media channels)

  • Customize anything you would like to match your platform's needs

  • Flexible enough to allow for various usage

  • Good for large-size businesses


What could be improved

  • Lacks incoming email feature

  • Expensive option compared to our list

  • User interface can be a bit confusing if you are an entry-level user

  • Lack of customization options in the lower subscription tiers


Pricing

Zoho Desk offers a free plan for up to 3 agents. Paid plans start at USD 14 per agent per month on the Standard tier. Professional and Enterprise plans cost USD 23 and USD 40 per agent per month, with pricing scaling by agent count and features.


What Are the 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. By turning chats and channel messages into structured tickets instantly, it stands out among customer support platforms that integrate natively with Microsoft Teams for ticket management.


How to Choose the Right Microsoft Teams Ticketing System

When comparing tools, consider:


  • Whether ticketing is internal, customer-facing, or both

  • How important it is to stay fully inside Microsoft Teams

  • Whether multiple departments need separate workflows

  • How pricing scales as usage and team size grow


Teams that operate primarily inside Microsoft Teams usually benefit most from ticketing systems designed specifically for that environment, like Ticketing as a Service from TeamsWork.



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.



bottom of page