Companies that invest in total experience stand to gain competitive advantage in 2021 and beyond. This trend, which centers on the improvement of customer, user, multi and employee experience, is one for the long haul, according to Gartner. Efficiency and satisfaction is king, and the easiest way to kill two birds with one stone is with a Microsoft Teams Ticketing System.
The advantage of integrating a help desk with Microsoft Teams is proximity and engagement. Employees are already using Teams, even more so since Covid hit: 55 million new Microsoft Teams users were added from November 2019 to April 2020, surpassing Zoom not long after, according to Business of Apps.
It’s not just employees that find the support experience more enjoyable via Microsoft Teams—support analysts are able to:
- Engage employees and share files/screenshots in an organic way to identify problems.
- Streamline ticket flow generated via email, Microsoft Teams chats and other channels.
- Triage and delegate tickets in organized, prioritized workflows and groups.
- Use AI deflection to address repetitive requests, freeing up time.
- Maintain ticket history with documentation accessible by the team.
- Pull productivity tools into one space; see and organize tickets, calendar, email and tasks.
- Leverage Microsoft investment and see more IT real estate from one space.
- See ROI in real time via improved reporting on ticket deflection.
The conversational ticketing dynamic enables a more engaged and collaborative workforce. IT is in a position to elevate employees, and in a business climate where culture affects everything from stock price, recruitment and customer service, IT has the opportunity to be seen as a driving force.
That said, it doesn’t need to be a complex or expensive process to establish a Microsoft Teams Ticketing System. Current SaaS solutions that use a Microsoft Teams interface deliver a less expensive, less cumbersome approach—fantastic for small and midsize companies. These systems are much more viable than the traditional enterprise support ticketing or IT service management platform. Here are a few key features.
6 Ideal Features of a Microsoft Teams Help Desk
Ultimately, simplicity and ease of use will factor into your decision-making process, but a few key features will make a big difference for the support team. Look for:
- Flexibility. The ability to transform chat conversations into tickets from the Microsoft Teams interface gives support analysts fewer systems to touch, allowing him or her to be more productive.
- Focus. Centralizing the ticket queue in the Teams interface helps support analysts address a higher request volume.
- Prioritization. A centralized ticket management channel helps IT address fires in a more organized, systematic and strategic manner.
- Automation. Some requests are time wasters, because they are repetitive. Answers to frequently asked questions and common issues can be automated and pushed to users, giving support analysts more time to focus on challenging, urgent or higher priority issues.
- Intuitiveness. Who has the time or desire to learn another system’s quirks? It’s a disruption that slows down productivity. People are comfortable working in the Microsoft product suite, so adoption of help desk functionality is natural and welcomed. Outcome? Less training and ramp-up time.
- Security. Because support is operating within the company’s existing Office 365 authentication structure, security risk is reduced and user administration is a simplified process.
It’s just as easy to demo a Teams ticketing system and see the operation in action. Check out Tikit for a 14-day free trial. We’d love to hear what you think. Contact us with questions and join our growing community.
