Teams ticketing system: A new way to improve help desks

Teams ticketing system a new way to improve help desks. Learn why to use it. How to use it and why to choose it. Focusing the Microsoft teams ticketing tool.

Microsoft teams ticketing system a new way to improve help desks
Microsoft teams ticketing system a new way to improve help desks | Image by Pete Linforth from Pixabay

Using help desks to resolve issues is a common practice adopts by organizations. However, using help desks to manage tickets means using privacy notes for collaboration within the organization. Co-workers need not be help desk agents, which causes a delay in resolving an issue as one may have to resort to chats and emails to get help. Microsoft Teams is the sought-after platform for cross-colleague collaboration in an organization.

Why use a ticketing system?

A professional ticketing system allows organizations to catalog and organize all incoming queries. What is critical for businesses handling large volumes of queries. It enables users to avail themselves of self-service if their issue can be quickly resolved. Making it less likely for customer requests to go without response. Prioritization of tickets allows the agents to decide which tickets have to be handled first. This is so that not all tickets have to be addressed simultaneously.

Ticketing software allows the organization to consolidate all tickets into a single thread. Allowing customers to change their channel or choose their preferred channel. All communication will be locked in one place. This means that conversations a user had with different agents will be recorded under the same ticket.

Service Level Agreements or SLAs can be incorporated into ticketing systems. Which helps customers understand what can be expected from the responses. SLAs also provide the organization’s support team with the goals to work for. Ensuring that the agents meet service targets with the highest standards.

Having a ticketing system…

Having a ticketing system allows the agents to have a record of the customer’s past interactions, allowing them to understand the issue quickly. This is especially important because Microsoft conducted a survey that found that 75% of all customers prefer to talk to an agent who has an idea of their past interactions and transactions, which they rarely encounter. Customers can access the ticket from their inbox and continue interacting with their agent.

Ticketing services usually come with in-built features to track customer service metrics like ticket volume, time is taken for first reply, agent activity, and others. These metrics help organizations provide insights into the productivity and efficiency of customer service and how to optimize them. Most importantly, ticketing systems satisfy customers with the reduced ticket backlog, personalized and professional interactions, and better service experience.

Microsoft Teams ticketing system: How to use it?

The button to raise a ticket in Microsoft Teams is require—and commonly found— in two places:

  1. In a public channel. A
  2. direct message with the bot.

With the ability to raise a ticket with a click, users do not have to resort to lengthy emails or visiting the help center to raise a ticket. After the bot or channel is up and running, the tickets have to be delegated and managed. Setting up a separate Team comprising members from the IT and Operations team to manage the tickets is efficient. The ticket can route to a triage team. The help desk team will look at the tickets and directly claim them from Teams, which can be done by the person assigning the tickets. Once a ticket has been allotted, the response can be obtained without leaving Teams.

Microsoft Teams allows the organization to automate answers to common questions, saving time spent. Teams allow for streamlining of the ticket system from the users and the support agent’s end. All the tickets can be streamline to one place, and the queue of tickets can be centralize for further action.

Why choose a Microsoft Teams ticketing system?

Microsoft Teams allows organizations to integrate third-party platforms to make raising tickets easier. Teams can be a valuable asset for organizations using help desks. As it allows employees to find help without leaving the app they use for collaboration, messaging, video-calling. Using Teams helps make the entire process from the initial reporting of the issue to its resolution more efficient. Having a help desk helps to increase the overall efficiency level in a company. Especially if it is integrate into Microsoft Teams.

If companies that have been using Microsoft Teams for a long time are forces to move to another app to raising tickets. It is a bad idea given the amount and time. Also, it will take to train the employees in the new app. Moreover, it is a win-win situation for companies that use the team’s ticketing system. That is because the employees can easily use the app they have been using for work over a long period. While the IT and Operations Team of the company has to handle the tickets only from one source, teams. And not from multiple sources.

The Microsoft Teams ticketing system…

The Microsoft Teams ticketing system works best for all organizations with the help desk, irrespective of their size. Though the time for setting up a help desk in Microsoft Teams varies according to the company’s size. It increases the company’s productivity.

In internal help desks of organizations, tickets are essentially conversations between colleagues. Get a touch of a personal relationship between the support agent and the end-user. Microsoft Teams ticketing system provides a conversational, free-flowing experience with a touch of humanity. Using Microsoft Teams provides the users with the feeling that they are conversing with an actual human. Giving them the feeling this is not a nameless service agent.

Microsoft Teams:

Microsoft Teams allows users to search FAQ questions and knowledge bases from their Teams channels. Users can obtain a list of publicly available solution articles from their Teams channels. Users can start a new thread by creating a new ticket. This is the case that there are no articles that solve a user’s problem.

All ticket notifications will be sent to Microsoft Teams and will not clog the inbox of the user’s email. Organizations can even customize the type of notifications that have to be sent out. Microsoft Teams can modify the properties of a ticket. Allowing the help desk agent to resolve or redirect the ticket to the right person. All this within the ticket notification sent by Teams. Help desk agents can leave a message and or add a private note without leaving the interface. Help desk administrators can monitor the progress of individual tickets through custom channels with conditional notifications. An agent can escalate the ticket without leaving the help desk interface. That allowing them to escalate priority tickets to concerned individuals.

The importance of a help desk in improving the efficiency of customer service is out of the question. With a platform like Microsoft Teams which comes from the globally reputed Microsoft Corporation. That contains the option of customizing the ticketing system as they please. Organizations have the tools to make the perfect ticketing system using the Microsoft Teams ticketing system.

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