Microsoft Teams became a fast-growing app during the pandemic. It gained 95 million users in 2020 and now boasts 145 million daily active users. It facilitates conversation and collaboration, which makes it an efficient host for a ticketing system or help desk.
Here are six characteristics that demonstrate how a ticketing system for Microsoft Teams works.
1. AI Deflection: Automatic Answers to Common Questions
There’s a certain amount of repetition that creeps into most people’s workday. But for tech support, this is a sure bet and a massive obstacle to productivity. Receiving the same questions from users on an ongoing basis without a way to streamline responses is one example of the dynamic. Sometimes, posting an FAQ page or knowledge base article doesn’t fully help users.
If you use a ticketing system in Microsoft Teams, you can train virtual assistant bots to answer repetitive and simple requests. They will also create and close tickets with relevant documentation. This frees up support analysts’ time and minimizes bombardment.
This type of ticketing system can prove useful for other internal departments, like customer service and human resources. Customer service mirrors the help desk process, of course. But common, repetitive questions are also directed at HR. Taking advantage of a virtual assistant can free up specialists to focus on other areas, including recruitment.
2. It Works for Any Organization Size
Are you planning technology investments and evaluating options? Microsoft Teams, part of an Office 365 product suite, is likely already installed on your network. It’s a flexible tool that facilitates communication, collaboration and problem-solving—especially in the context of a help desk or ticketing system.
The great thing about Microsoft Teams is that it can help you execute a variety of functions, whether you have 50 or 500 employees. Its scalability, ideal for a ticketing system, will grow as your organization does. It’s also vital to the future of hybrid work.
3. It’s Intuitive and Easy to Use
The process of creating and opening a ticket is fluid with the Teams experience, so employees are likely to adopt its use as a ticketing system. Microsoft is encouraging 3rd-party development, so additional products are emerging that produce numerous results using one solution: Microsoft Teams.
Consequently, it’s easy to integrate Teams into your company’s workflow without extensive training. Once employees know how to navigate Teams, it is fairly intuitive to use for multiple purposes.
4. Tickets Can Be Assigned or Delegated
Any department using a Microsoft Teams ticketing system has options regarding the organization and prioritization of ticket flow, both of which keep the process running smoothly.
Some Teams systems use rules-based automation and event-based workflows to triage and delegate tickets to specific team members. This functionality helps create levels or categories of support aligned with team roles. Tickets will be addressed accordingly, creating greater efficiency in response time, satisfaction from tech support and employees, and fewer cases falling through the cracks.
5. A Microsoft Teams Ticketing System Is Efficient and More Human
More than 500,000 organizations use Microsoft Teams. Its conversational, collaborative and flexible functionality is a major reason why. Problem-solving can be achieved easily via casual conversation and chats, so it is a common place where users focus throughout their workday.
Hence its ideal location for a help desk. Teams operates as a communications hub; help desks are problem-solving hubs. The collision between the two creates an engaging scenario: a lot gets done due to efficient human interaction.
At the end of the day, a Teams ticketing system is more personal. That makes it easier to embrace teamwork.
6. Third-Party Teams Apps Help You Get More Out of Microsoft Teams
Because it was designed to provide a native Teams experience, Tikit is the best ticketing system for Microsoft shops and companies using Office 365.
Tikit helps organize communication in groups and teams, while transparently keeping people in the loop. It eliminates reliance on individual direct messages that won’t be escalated and provides accessible documentation and audit trail.
Microsoft Teams’ functionality is enhanced by third-party apps like Tikit. Teams serves as the foundation, and apps add functionality in a conversational, collaborative forum.
See How Tikit Works
Microsoft Teams already lets you organize and collaborate efficiently. With a proper ticketing system, you encourage meaningful communication, organization and problem-solving.
Are you considering using Tikit? If so, check out our free demo to learn how it works.