Imagine a mid-sized company where Microsoft Teams is the main communication tool, and the IT team supports around 200 employees.
Every day, requests come in from everywhere.
One employee drops a message in a group chat saying their VPN is not working. Another tags an IT engineer in a private chat asking for software access. A manager sends an email about a laptop issue. Someone else posts “urgent help needed” in a random channel.
At first, it feels manageable.
But with time, messages start to pile up. The IT team starts jumping between chats, emails, and channels, trying to respond quickly while also remembering who asked for what.
By the end of the day, things start slipping:
- One request gets missed because it was buried under new messages
- Two engineers unknowingly work on the same issue
- A high-priority problem is noticed too late
- A manager asks, “What is the status of my request?” and no one has a clear answer
That’s when most teams realize something important: chat is great for communication, but it is not a tracking system.
This is where a simple ticketing process inside Microsoft Teams can make life much easier.
So, let’s see how you can create tickets in Microsoft Teams and manage requests the right way.
TL;DR - How to create ticket in Microsoft Teams?
When support requests come through Microsoft Teams chats, emails, and random channels, things get messy fast. Messages get buried, tickets get missed, engineers duplicate work, and no one can quickly answer, “What’s the status?”
The solution is to use a proper ticketing system inside Microsoft Teams, where every request becomes a trackable ticket with clear ownership, priority, and status updates.
With Desk365, employees can create tickets directly in Teams (or convert messages into tickets), agents can assign and manage them easily, and users get automatic notifications as the ticket moves from New → In Progress → Resolved.
In short: Desk365 turns Teams conversations into an organized help desk workflow so nothing falls through the cracks.
Does Microsoft Teams have a built-in ticketing system?
No, Microsoft Teams does not have a built-in ticketing system.
Microsoft Teams is primarily a communication and collaboration platform (chat, meetings, file sharing), and it doesn’t include a full help-desk ticket management system out of the box.
However, you can turn Teams into a ticketing/helpdesk solution by integrating tools like Desk365 or other help-desk apps so that users can create, track, assign, and resolve tickets directly within Teams.
How to create a ticket in Microsoft Teams using Desk365?
If your organization uses Microsoft Teams daily, it makes sense to manage support requests in the same place. That is exactly what Desk365 helps you do.
Desk365 enables conversational ticketing inside Microsoft Teams. It allows employees and help desk agents to create, discuss, and manage support requests directly in Teams, without switching to another external tool.
And if you are already working in the Microsoft 365 ecosystem, this becomes even better because you do not need to install and manage yet another standalone software.
How to install Desk365 in Microsoft Teams
Getting started with Desk365 is quick and simple. Here are the steps:
- Make sure Microsoft Teams is already set up for your organization
- Go to the Microsoft App Store inside Teams
- Search for Desk365 and install it
- Now you can install Desk365 in minutes from the Microsoft App Store
Once installed, Desk365 provides two dedicated bots for Teams:
These bots help streamline ticket creation and support conversations directly where your employees already communicate.
Creating tickets from conversations in Teams
One of the biggest benefits of Desk365 is that ticketing starts from where conversations happen.
With Desk365, you can:
- Create tickets from incoming employee messages using a bot
- Convert any message in a public channel into a trackable support ticket
- Use custom forms, so requests go to the right team
This makes it easier to avoid missed messages, repeated work, or untracked requests.
Creating a ticket using the Desk365 Support Bot
Apart from converting messages into tickets, employees can also create tickets directly through Teams.
They simply need to open the Desk365 Support Bot and select the option to create a new ticket.
You can also configure the Create Ticket Form with custom fields, so the request includes the right details upfront. For example:
- Issue type
- Priority
- Department
- Category
- Attachment option
This helps your support team reduce back-and-forth and resolve issues faster.
Assigning tickets in Desk365 (so nothing gets missed)
Creating tickets is only step one. The real value comes when tickets get assigned clearly.
In many teams, the biggest problem is not that requests do not come in. It is that no one knows who owns them.
With Desk365, once a ticket is created in Microsoft Teams, it can be assigned to the right person immediately. This ensures:
- Every request has an owner
- Tickets do not sit unattended
- Work does not get duplicated
- Accountability is clear
Using Desk365 as a ticketing system in Microsoft Teams
When a company relies on Microsoft Teams for day-to-day communication, it is natural that support requests also start showing up there. But once those requests begin coming from everywhere, it becomes harder to keep track of what needs attention, who is working on what, and what is still pending. Over time, this leads to missed messages, delayed responses, and repeated work.
That is why having a ticketing process inside Teams makes such a big difference. It gives structure to support requests without changing the way employees communicate. Instead of chasing messages across chats and channels, everything gets captured as a ticket that can be tracked, assigned, and resolved properly.
With Desk365, teams can turn real conversations into organized support workflows. Employees can raise tickets directly in Teams, agents can assign and manage them easily, and everyone stays informed through ticket status updates and notifications.
In the end, it is not about adding more tools. It is about making support smoother, more reliable, and easier for everyone involved, right inside Microsoft Teams.
Start a free trial with Desk365 and see how it can improve customer service quality.
Frequently asked questions
Microsoft Teams does not have a built-in ticket system, but you can use Desk365 inside Teams for ticketing. Desk365 integrates into Teams so you can create and manage support tickets directly inside Microsoft Teams (e.g., converting chats into tickets and getting ticket notifications) without switching apps.
Yes. You can create support tickets directly inside Microsoft Teams using a ticketing app like Desk365. This helps employees raise requests without switching to email or another portal.
The most common methods are:
Using a ticketing app like Desk365 inside Teams
Using a support bot in Teams
Converting a message into a ticket
Submitting a request through a Teams channel or form
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