TeamsWork Community

Hey TeamsWork Community! 👋

Did you know Ticketing as a Service now has a built-in Teams Chat for every ticket? It gives each ticket its own dedicated Microsoft Teams chat, keeping conversations, ticket details, and notifications all in one place. No more scattered emails or separate threads. Everything syncs between the ticket and Teams in real time.

Here are some tips to help you use it well.

1. Start the chat early in the ticket lifecycle. Once a ticket is created and assigned, start the chat right away. This way, every conversation from day one lives in one place and nothing slips through the cracks later.

2. Use the notification setting intentionally. You can choose to send ticket notifications to the dedicated ticket chat or to the Ticketing chatbot. If the ticket involves multiple people who need live updates, send it to the ticket chat so everyone stays in the loop without…

Hi everyone, quick check for those using Ticketing as a Service, have you reviewed how your visibility settings are currently set up?

With the new Group Visibility feature, ticket access can now be defined per group using flexible rules. Let’s go through the main things to check.

• Tip 1: Make sure the Ticketing Owner configures visibility properly

  Only the Ticketing Owner can create and manage groups, define visibility filters, and configure Member Visibility and Assignee Visibility. Keep these settings centralized.

  
  

• Tip 2: Define clear group structure before adding filters

  When creating a group, set the group name, assign owners and members, and determine the visibility filter carefully. Groups actively control which tickets appear.

  
  

Before creating your next Lead or Opportunity, take a moment to review visibility settings. Here’s how to approach it strategically.

1. Set the right visibility when creating records

   You can define visibility for Contacts, Leads, Opportunities, and Organizations. Choose between Private, Group, or Organization based on who should access the record.

   
   

2. Use 'Private' for sensitive records

   Private records are only visible to the owner and group owners of that group. Ideal for confidential leads or early-stage opportunities.

   
   

3. Use 'Group' for team collaboration