Key Features Used by the Best Ticketing Systems

Tikit: best ticketing system

Only 36 percent of American employees feel engaged at work, according to a recent Gallup survey. But some of the best ticketing systems use specific features and functionality to improve end user experience and create greater engagement. The result is a more productive and supported workforce.

Why Use a Ticketing System?

Without a structured way to resolve internal technical issues, the IT team may struggle to organize requests, address them effectively and track results. Email, while great for communicating directly with specific people, doesn’t provide the visibility a team needs to manage a stream of requests or help compile activity histories. It also doesn’t give teams an efficient way to problem-solve.

A Microsoft Teams Ticketing system, however, gives end users an easy, conversational way to ask for help and receive ongoing communication (via a virtual agent). Microsoft Teams was designed to enable collaboration and make information accessible and sharable. It provides the ideal service desk foundation, too, because it helps agents connect with end users, track issues, store information and collaborate through the lifecycle. Teams improves transparency.  

What Is a Ticket?

A ticket is the documentation of an end user’s request for help. Effective solutions help agents categorize tickets by type of request and log new information in the activity history. The ticket’s background information can be referenced by the broader team if they are brought in to help with the case. In a Microsoft Teams Ticketing system, tickets can be assigned to specialized support groups and addressed rapidly.

What Features Make Up an Ideal Ticketing System?

Features that help the service desk generate satisfied employees and manage the ticket lifecycle efficiently are keepers—as is the ability for a quick start. A Microsoft Teams Ticketing system, for example, can be implemented and operational in under 30 minutes, ready to address end user issues.  

It’s just one factor to consider.


Flexibility is a pretty desirable characteristic of most technology today. And though most service desks have standard workflows, companies often need a way to customize.

Tikit Virtual Agent, a key AI-based application in Microsoft Teams Ticketing, directly interacts with end users as their issue is being addressed. It can be branded or stylized according to a certain look and feel. Admins can choose colors and icons to offer a bit of personality to better engage employees.  

Because companies and infrastructures differ, being able to customize ticket categories also gives service desks a more efficient way to identify issues—especially reoccurring ones—group and route them among the service desk team.


Companies need stability throughout their technology infrastructure. It’s very difficult to maintain an integrated flow of data when various platforms may be outgrown, in the process of being replaced or adopted.

Microsoft 365, the foundation of Tikit’s Microsoft Teams Ticketing and Microsoft 365 Service Desk products, provides a scalable foundation that connects to additional Microsoft applications. It gives companies the assurance that as they grow and change, critical business functions can flex and accommodate.  


Integration with other systems in an infrastructure is pretty important, but Microsoft users have an added bonus of leveraging Microsoft Teams as a digital workspace, connected to the greater Microsoft ecosystem. Since Teams ticketing is centralized in Microsoft Teams, Teams meetings can be easily leveraged in the ticketing lifecycle.  

Choosing a ticketing system that can be part of daily communication, as Teams is, is a better way to support the business—and end-user employees.


End user requests may originate from Teams chats or email, but they are funneled into one Teams triage channel, viewable by all service desk agents. This way requests are consolidated, regardless of where they originated. And once in the Teams triage channel, service desk agents can route tickets to specific support groups for faster resolution.  


Automation is used by many systems to speed up processes and introduce efficiency. But in Microsoft Teams Ticketing, artificial intelligence (AI) revolutionizes the process. In fact, the entire ticketing lifecycle can be automated. With Tikit Virtual Agent and Tikit Templates, the result is a quick and well-executed response to end user requests.  

Improve Ticketing with Tikit!

Want to discover more about what Microsoft Teams can do to transform and supercharge your employee experience? Learn more about the best ticketing system in the market. You can see how Tikit operates in this demo video and try it in a 14-day free trial.  

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