How to Set Up a Microsoft Teams Ticketing System - Apps 365
                     How to Set Up a Microsoft Teams Ticketing 
System - Apps 365
Step-by-Step Setup of a Microsoft Teams Ticketing System
Think about the last time you sent an IT request or HR query through email or chat. Chances 
are, it either got buried under dozens of other messages, took days to get a response, or you 
had to follow up multiple times. This is the reality in many organizations, where employee 
requests are scattered across different channels, with little visibility or accountability.
Quick Read
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A Microsoft Teams ticketing system lets employees raise and track requests without leaving 
Teams. Create a helpdesk channel, add a simple form, and define categories like IT, HR, or 
Facilities to keep requests organized.
Use Power Automate or apps like Helpdesk 365 to assign tickets, send updates, and generate 
reports. This ensures faster resolutions, clear accountability, and a smoother employee
experience.
Now imagine a world where every request, whether it’s a laptop issue, an HR policy
question, or a facilities problem—lands in one place, inside the platform your team already
uses every day: Microsoft Teams. No more lost emails. No more chasing replies. Just a clear, 
structured system for managing requests from start to finish.
That’s exactly what a Microsoft Teams ticketing system does. It transforms Teams from a 
simple chat and collaboration tool into a powerful internal helpdesk where employees can 
raise tickets, managers can assign tasks, and everyone gets real-time updates without ever 
leaving Teams.
In this step-by-step guide, we’ll walk you through how to set up a ticketing system inside 
Microsoft Teams.
What Is a Microsoft Teams Ticketing System?
A Microsoft Teams ticketing system is a way to manage employee requests, issues, and 
support tasks directly inside Microsoft Teams. Instead of sending emails or juggling multiple 
tools, employees can submit their queries where they already spend most of their workday.
Every request becomes a “ticket” that can be tracked, assigned, and resolved in an organized 
manner.
At its core, a ticketing system does three things:
1. Captures requests – Employees raise tickets for IT help, HR questions, or facilities 
issues.
2. Organizes and assigns tasks – Tickets are routed to the right team or person for 
action.
3. Tracks progress until closure – Both employees and managers can see the status in 
real time.
Why Inside Microsoft Teams?
Teams has quickly become the digital hub for communication and collaboration. By building 
a ticketing system inside it, you remove the friction of switching between tools. Employees 
don’t have to learn a new platform—everything happens in the same interface they use for 
chat, calls, and meetings.
Common Uses of a Teams Ticketing System
 IT Support: Password resets, software access, hardware problems.
 HR Requests: Policy clarifications, leave approvals, onboarding assistance.
 Facilities & Admin: Office maintenance, equipment requests, safety issues.
 Finance: Payroll queries, expense reimbursements, invoice checks.
Benefits at a Glance
 No lost emails or missed messages.
 Faster response times because requests are centralized.
 Transparency for both employees and managers.
 Clear accountability with ticket ownership.
A Microsoft Teams ticketing system turns everyday conversations into structured support 
workflows. It’s not just about handling problems faster—it’s about creating a smoother, more 
efficient workplace where every request gets the attention it deserves.
Why Your Organization Needs a Ticketing System Inside Teams
Every organization deals with requests—big or small—every single day. An employee might 
need help resetting their password, someone in HR might be asked about leave policies, or 
the facilities team could get a request to fix a broken chair. When these requests are scattered 
across emails, chats, and phone calls, things slip through the cracks. Employees get 
frustrated, and teams waste time chasing information.
That’s where a ticketing system inside Microsoft Teams makes all the difference. Instead of 
jumping between tools, employees raise requests directly in the platform they already use to 
collaborate. Managers can assign tasks, track progress, and ensure nothing gets lost.
Key Reasons to Use a Ticketing System in Teams
1. Centralized Request Management
o All requests live in one place—inside Teams—so there’s no confusion about 
where to ask for help.
2. Faster Resolution Times
o With requests organized and assigned properly, teams respond quicker and 
employees get back to work faster.
3. Visibility and Transparency
o Employees can see the status of their requests without constantly following up, 
and managers get a clear overview of workloads.
4. Accountability
o Every ticket has an owner, so it’s easy to know who’s responsible for solving 
the problem.
5. Better Reporting and Insights
o Over time, data from tickets shows trends—what issues come up most often, 
how long they take to resolve, and where improvements are needed.
By managing requests within Teams, organizations save time, reduce frustration, and create a 
more professional employee experience. It’s not just about fixing issues faster—it’s about 
building trust and efficiency across the workplace.
Prerequisites Before You Begin
Before you jump into setting up a ticketing system in Microsoft Teams, it’s important to get a 
few basics in place. A little preparation will save you a lot of time later and ensure your setup 
actually meets your organization’s needs.
1. Confirm Access and Licensing
Make sure your team already has access to Microsoft Teams through the right Microsoft 365 
subscription. Some features, like automation with Power Automate, may require additional
licensing.
2. Identify Request Categories
List out the types of requests you want to manage—IT issues, HR questions, facilities 
maintenance, finance queries, and so on. Clear categories will help you build forms and 
routing rules.
3. Decide on Your Approach
You can either:
 Build a simple system using Forms, Power Automate, and Planner/Lists.
 Or use a dedicated ticketing app (like Helpdesk 365, Desk365, Tikit, or Plumsail) 
for advanced features like SLAs and reporting.
4. Define Goals
Be clear about what success looks like. Do you want quicker response times? Better tracking? 
Analytics for management? Your goals will shape the setup.
With these basics ready, you’ll avoid confusion later and set the stage for a smooth rollout of 
your Teams ticketing system.
Installing Helpdesk 365 in Microsoft Teams: A Step-by-Step Guide
Microsoft Teams has become the go-to platform for collaboration, bringing together chat, 
meetings, and workflows in one place. By integrating Helpdesk 365 into Teams,
organizations can extend its value by managing support tickets directly within the same 
environment employees already use every day.
Instead of switching between tools or chasing emails, employees can log requests, track 
updates, and get resolutions—all from Teams.
If you’re ready to deploy Helpdesk 365, here’s a step-by-step walkthrough to get everything 
set up correctly.
Step 1: Ensure Admin Access and Requirements
The first step is to confirm that you have the right permissions. Only Global
Admins or SharePoint Admins can deploy Helpdesk 365 into Microsoft Teams. If you’re 
not in one of these roles, you’ll need to work with your IT administrator to complete the 
installation.
Also, make sure that all required APIs are enabled in your Microsoft 365 environment. 
Without proper permissions and APIs, the app will not function correctly once added to 
Teams.
Step 2: Deploy Helpdesk 365 from the SharePoint Store
Helpdesk 365 is first deployed through the SharePoint Store. This step makes the app 
available in your Microsoft 365 tenant. Once deployed, it becomes eligible for integration 
with Teams. Think of this as the foundation—without this step, Teams won’t recognize the 
app for syncing.
Step 3: Sync Helpdesk 365 with Microsoft Teams
After deployment, go back to the deployed app in the SharePoint Store. From there,
select Helpdesk 365 and click on the “Sync to Teams” option. This action connects the app 
to your Teams environment and ensures it will be available in the Teams app list.
Step 4: Access the Teams Admin Center
Now, head over to the Teams Admin Center by visiting https://admin.teams.microsoft.com/. 
This portal allows administrators to manage apps, policies, and user permissions within 
Teams. You’ll be adjusting settings here to make Helpdesk 365 available to all employees.
Step 5: Edit Global App Setup Policy
Inside the Teams Admin Center:
1. Navigate to Teams apps on the left-hand menu.
2. Select Setup policies.
3. Locate and open the Global (Org-wide default) policy.
This policy governs how apps behave across your organization. Editing it ensures that 
Helpdesk 365 will be visible and usable for everyone.
Step 6: Enable Uploading and Pinning
Within the Global policy, make sure the following options are enabled:
 Upload custom apps – This allows Helpdesk 365, which you deployed via 
SharePoint, to be recognized and used inside Teams.
 User pinning – This feature ensures that apps like Helpdesk 365 can be pinned to the 
sidebar so users can access them quickly.
Step 7: Add Helpdesk 365 to Teams
Now that permissions are in place:
1. In the Global policy, click Add apps.
2. Search for Helpdesk 365 in the app catalog.
3. Select the app, click Add, and then click Save.
4. A confirmation pop-up will appear—approve it to complete the addition.
At this stage, Helpdesk 365 is officially integrated into Teams for your organization.
Step 8: Pin Helpdesk 365 for Easy Access
For smoother adoption, pin the Helpdesk 365 app so it always appears in the Teams sidebar 
or app launcher. This way, employees won’t need to search for it—they’ll see it as soon as 
they open Teams. To do this:
1. Within the Global policy, go to Pinned apps.
2. Add Helpdesk 365 to the list of pinned apps.
3. Save your changes.
Once pinned, the app will be immediately visible for end users, encouraging consistent 
usage.
Final Check and Rollout
After completing the setup, test the app to confirm that:
 Employees can see Helpdesk 365 in Teams.
 Tickets can be submitted without issues.
 Assigned agents can track, update, and resolve requests.
If everything works smoothly, you’re ready to roll it out to the wider organization. Consider 
sharing a quick guide or short video tutorial to help employees get comfortable submitting 
tickets inside Teams.
Installing Helpdesk 365 inside Microsoft Teams doesn’t just add another app—it transforms 
Teams into a complete support hub. By following these steps—deploying from SharePoint, 
syncing to Teams, adjusting admin policies, and pinning the app—you create a system that 
employees can use effortlessly. Once deployed, your organization gains faster request
handling, greater accountability, and a streamlined employee experience, all without leaving 
Teams.
Best Practices for a Smooth Microsoft Teams Ticketing System
Building a Microsoft Teams ticketing system is just the first step. The real success comes 
from how smoothly it runs once employees begin using it. If the setup is confusing, 
overcomplicated, or poorly managed, people will fall back to emails and chats. To avoid that, 
here are some best practices to ensure your ticketing system inside Teams works effectively.
1. Keep the Process Simple
Don’t overwhelm employees with long forms or too many categories. A ticket form should 
capture only the essentials: type of request, description, and urgency. You can always gather 
more details later, but simplicity encourages adoption.
2. Train Employees Early
When you introduce a new system, people naturally resist change. Run a short orientation 
session or share quick “how-to” guides inside Teams. Show them step by step how to raise a 
ticket and where they can check the status.
3. Standardize Categories and Priorities
Use clear, well-defined categories such as IT, HR, Facilities, or Finance. Similarly, keep 
priority levels simple—High, Medium, and Low. Consistency reduces confusion for 
employees and ensures tickets are routed correctly.
4. Assign Clear Ownership
Every ticket should have a responsible owner. Without ownership, requests get stuck. Assign 
team members to categories so everyone knows who handles what. If possible, automate 
routing based on ticket type.
5. Automate Wherever Possible
Manual tracking can quickly become overwhelming. Use Power Automate or third-party apps 
to handle repetitive tasks such as sending acknowledgments, assigning tickets, or escalating
high-priority issues. Automation ensures nothing slips through the cracks.
6. Keep Communication Transparent
Employees should always know the status of their ticket. Whether it’s “Open,” “In Progress,” 
or “Resolved,” clear updates build trust. Notifications inside Teams help keep everyone on 
the same page.
7. Monitor and Improve
Set aside time each month to review performance metrics. Look at response times, ticket 
volumes, and recurring issues. Use these insights to refine categories, improve workflows, 
and plan staffing needs.
8. Encourage Feedback
Ask employees and support staff how the system is working for them. Sometimes small 
tweaks—like changing a form field or adding a quick-reply template—make the process 
much smoother.
By following these best practices, your Microsoft Teams ticketing system won’t just be a 
tool—it will become a reliable support hub that saves time, builds accountability, and
improves the overall employee experience.
Common Mistakes to Avoid in Microsoft Teams Ticketing System Setup
Setting up a Microsoft Teams ticketing system can bring huge benefits, but only if it’s done 
thoughtfully. Many organizations rush the process, only to find that employees still bypass 
the system or that requests pile up unresolved. To help you avoid those headaches, here are 
some of the most common mistakes to watch out for.
9. Making the System Too Complicated
One of the biggest pitfalls is overengineering the setup. Long forms with unnecessary fields 
or too many categories can frustrate employees. If it takes more than a minute to raise a 
ticket, people will revert to sending emails or pings in chat. Start simple and expand later if 
needed.
2. Not Defining Ownership Clearly
A ticketing system is useless if no one knows who’s responsible for resolving requests. 
Without assigned ownership, tickets get lost or ignored. Assign clear roles—whether it’s IT 
staff, HR managers, or facilities coordinators—so every ticket has someone accountable.
3. Ignoring Training and Change Management
Rolling out a new process without proper guidance often leads to poor adoption. Employees 
need to know where to submit requests, how to track them, and what to expect in terms of 
response. Even a short training video or a step-by-step guide inside Teams can make a big 
difference.
4. Forgetting About Automation
If you rely on manual tracking, requests will eventually slip through the cracks. Simple 
automations—like sending acknowledgment messages or routing tickets to the right team— 
help maintain consistency and build trust with employees.
5. Overlooking Reporting and Insights
Many organizations set up a ticketing system but never review the data. Without reporting, 
you can’t identify recurring issues, measure response times, or spot areas for improvement. 
Regularly analyzing ticket trends helps you refine your process.
6. Neglecting Communication with Employees
Employees shouldn’t have to chase updates on their requests. If they don’t know whether 
their ticket is being worked on, confidence in the system drops. Always keep communication 
transparent with clear status updates inside Teams.
7. Failing to Gather Feedback
Finally, don’t assume your first setup is perfect. Ask employees and support teams how the 
system is working. Their feedback can uncover simple adjustments that improve efficiency 
and user satisfaction.
Avoiding these mistakes ensures your Microsoft Teams ticketing system is more than just a 
tool—it becomes a trusted part of daily operations that improves service and builds employee 
confidence.
The Future of Ticketing Inside Microsoft Teams
Ticketing inside Microsoft Teams is no longer just a nice add-on—it’s becoming the 
backbone of how modern workplaces handle employee requests. As Teams continues to 
evolve, the way organizations manage support will also shift. Looking ahead, several trends 
are shaping the future of ticketing in Teams.
8. AI-Powered Assistance
Artificial intelligence will take a bigger role in resolving requests. Instead of waiting for an 
agent, employees will interact with smart bots that can:
 Automatically categorize tickets.
 Suggest quick answers from a knowledge base.
 Resolve simple requests instantly, like password resets or policy lookups.
This reduces the workload on support staff and gives employees faster responses.
2. Predictive and Proactive Support
Ticketing will move from reactive to proactive. With the help of analytics, Teams ticketing 
systems could predict spikes in requests—like increased IT issues after a software rollout— 
and prepare resources in advance. This shift from “fixing problems” to “preventing them” 
will greatly improve efficiency.
3. Deeper Integration with Microsoft 365 and Copilot
Future ticketing systems will integrate even more closely with Microsoft 365 apps. Imagine 
raising a ticket directly from Outlook, SharePoint, or even Word, without leaving your 
workflow. With Microsoft Copilot, employees might create tickets using natural language, 
making the process seamless and intuitive.
4. Smarter Reporting and Insights
Reporting won’t just show numbers—it will highlight patterns. Leaders will be able to see 
which departments generate the most requests, where bottlenecks occur, and how service 
levels compare over time. These insights will help organizations improve processes and 
allocate resources more effectively.
5. Unified Employee Experience
As digital workplaces mature, employees will expect a single platform for communication, 
collaboration, and support. A ticketing system fully embedded in Teams ensures that 
employees don’t have to juggle multiple apps. This unified experience creates consistency 
and reduces friction across the organization.
The future of ticketing inside Microsoft Teams is about more than just handling issues—it’s 
about building smarter, faster, and more connected workplaces. By adopting AI, predictive 
analytics, and tighter integrations, organizations can transform their ticketing systems from 
reactive tools into proactive engines of productivity.
Conclusion
A Microsoft Teams ticketing system simplifies how organizations manage IT, HR, and 
everyday employee requests, making support faster and more transparent. With Helpdesk 
365, you can enhance Microsoft Teams by adding structured ticketing, automation, and 
reporting—without forcing employees to leave the platform they already use daily. It’s a 
smarter way to boost productivity, accountability, and employee satisfaction.
Get started with Helpdesk 365 and simplify ticketing in Teams.