Microsoft Teams as Help Desk Ticketing System

Can Microsoft Teams Be Used as Help Desk Ticketing System?

Productive offices are known for being able to handle and solve problems quickly. Creating a smooth help desk system in Teams will level up your whole company.

When employees use Microsoft Teams as a help desk system, they can get help without having to leave the app they already use to work together, chat, and make video calls. This makes the whole ticketing process, from the first report to the problem being fixed, much more efficient.

How having a help desk with Microsoft Teams can help your business?

If your employees use Microsoft Teams to talk to each other, it can be inconvenient to ask them to switch to a different program whenever a problem comes up. It takes time to switch from one app to another, and sometimes the staff needs to be taught how to use a new piece of software.

Why go through all that trouble when your help desk system can be a part of Microsoft Teams? Since employees already use it to talk to each other, it makes sense to use it to bring up problems as well. And instead of a chaotic flow of requests from different sources, IT and Operations teams will get a queue of tickets they can organize, prioritize, and solve.

It’s perfect for businesses of any size:

Small businesses and companies with tens of thousands of employees both use Microsoft Teams. Since Microsoft Teams is part of Office 365, millions of companies have access to it, and every day, tens of millions of people use it.

Every company, no matter how big or small needs a help desk to solve problems quickly. If you have a small business, it only takes a few minutes to set up a help desk system in Teams. This is much better than letting employees ask questions in Teams without any way to track them. Even if you’re a big company, implementation still only takes a few days or weeks at most, and the productivity gains throughout the company are big.

No training is needed, it just works:

If your company already uses Teams, the idea of opening a ticket there will be clear to your employees. If you’re just starting to use Teams, having a built-in help desk means your employees will only have to learn one system instead of two.

The same is true for your IT and Operations teams; help desk administrators who use Microsoft Teams will feel right at home. They’ll also be able to solve problems quickly because Teams give them access to information about the situation and what needs to be done.

It sounds like a person talking:

Help desk tickets for coworkers are mostly just conversations between coworkers. In an internal help desk system, the end user and the support agent are much closer to each other than in traditional customer service. Coworkers spend more than eight hours a day together at work and often work in the same office for many years, so a robotic help desk experience feels strange.

Because of this, Microsoft Teams is a natural place to create a help desk ticket and reply to it on the cloud. It’s a conversational experience that focuses on how people talk to each other. Faces, emojis, and gifs can be added to messages to make them more personal. When employees interact with a help desk ticket in Teams, they feel like they’re talking to a coworker instead of an anonymous service agent.

How to use Microsoft Teams as a help desk?

Microsoft Teams makes it easy to set up a help desk system. Here are some important steps you will need to take. With a bot, it will be easy for people to make tickets from public channels and direct messages.

Making it easy to create a ticket in Microsoft Teams is the most important part of this puzzle. This should happen most often in two places. From a public channel with a name like “#help-it,” “#help-security,” “#help-finance,” or something similar

A bot can be used in a direct message.

This makes it easy to create tickets from channels and direct messages, so you can get started quickly. You could also make your own bot from scratch.

Sort tickets quickly and send them to the right person.

Once you’ve made it easy to create a ticket in Teams, you’ll need a way to manage and assign those requests. One elegant solution is to make a separate Team for the agents in IT or Operations who are in charge of answering tickets.

Imagine that a coworker sends you a direct message (DM) to ask for help resetting the password for the CRM software. Then, someone else asks in the #help-it channel for a new battery for her mouse. Each of these requests would go to one triage team, which can look at incoming tickets in Microsoft Teams and claim them. Also, once the ticket has been given to an agent, the agent in charge can ask for more information without leaving Teams.

Improve the way your help desk works.

When the link between your laptop and the screen doesn’t work and you have a big presentation to give, you need help fast. With Microsoft Teams, you can improve both ends of the ticketing system. Both the person who needs help and the person who is giving it will benefit from using Microsoft Teams and taking care of the ticket where they are already working.

The help desks in Microsoft Teams do a good job.

Offices that work well are known for being able to deal with and solve problems quickly. But users of the help desk often have to switch between systems, which can slow things down.

Using Microsoft Teams as a help desk system is a win-win because it makes things better for both the people who ask for tickets and the people who answer them. Requesters can open tickets from where they are already working, and Agents have a simple queue that can be organized, ranked, solved, and reported on.

No matter how big your business is, it’s a good idea to use Microsoft Teams as a help desk ticketing system. Use it to cut down response time, better organize incoming requests, and automatically answer common questions.

Leave a Reply

Your email address will not be published. Required fields are marked *