HELP FILE

How do I Create Tickets in Microsoft Teams?

    End-users can create tickets about issues that require assistance from an agent.
    1. In Microsoft Teams, do one of the following:
      • Go to the Chat menu on the left
      • Go to the GoTo Resolve menu on the left
    2. Type create ticket in the chat field and press Enter.
    3. Select Create Ticket.

      The Create Ticket window appears.

    4. Fill in the details of your ticket:
      • Provide a brief summary of the issue that you have
      • Optionally, include additional details that may help resolve your issue
      • Set the priority of your issue, depending on how fast you need a solution
      • Optionally, select a category for your ticket that may help agents get a better picture of your issue
      • From the Helpdesk Service drop-down list, choose the support channel that is most relevant to your issue
    5. Create your ticket.

      After creating a ticket end-users have the following experience:

    The ticket is channeled to the agents of the selected helpdesk service. When alerts are configured, the relevant agents working in Microsoft Teams receive a notification of the new ticket.
    What can you do after you create a ticket?
    • Add comment - Add a comment to the ticket.
    • Close ticket - Closes the ticket. You can still edit the details of the ticket later on.
    • Edit ticket - You can edit the summary and priority of a ticket as well as add more details about the issue.