9 min read

Leverage Tags in DeskDirector’s Microsoft Teams App to Solve 4 Common Ticketing Challenges

December 19, 2023

The average business user toggles between different apps 1,200 times each day. They lose just under four hours every week - or 9% of their time at work - simply jumping between platforms. 

This is a phenomenon known as “context switching”, and it’s just one of the problems that DeskDirector’s Microsoft Teams app solves.  

By placing all your ticketing functionality within the platform your team likely uses the most, the app ensures both end-users and techs can spend less time toggling between apps - and more time working productively. 

But how exactly does it work? 

How DeskDirector Integrates into Teams

Put simply, the app creates a DeskDirector tab within the Teams environment. End-users and techs can both easily move to DeskDirector’s ticketing system without leaving the Teams app. This works across all devices, from desktop and laptop to tablet and smartphone - so your people can issue, respond to, and resolve tickets wherever they use Teams!  

Of course, there is already a ticketing system in the standard Microsoft Teams platform. But with the DeskDirector integration, your organizations can access a range of additional functionalities, including tags.

How to Create Tags in the Teams Apps  

DeskDirector’s system tags enable you to categorize tickets based on various factors, such as the type of request, the urgency of the request or how complex the problems will be to resolve.  

In the Microsoft Teams app, this functionality is extended. When users create a ticket in the DeskDirector tab, they can specify the Board, Status, Priority and User Group of the ticket. This enables you to route tickets automatically, ensuring the right people receive the tickets for approvals and every request is triaged to maximize efficiency.  

microsoft-teams-app

4 Key Challenges DeskDirector’s Microsoft Teams App Solves 

1. Ticketing collaboration  

The problem 

Techs often need to collaborate on IT tickets, but their conversations are usually done via phone or another messaging platform. This creates two problems:  

  • They have to switch between apps frequently  
  • Important information is lost between multiple systems 

The solution 

With DeskDirector’s Teams app, techs can collaborate on tickets directly in the Teams app. Techs can tag the ticket with a Teams chat, which both:  

  • Creates a new conversation in Teams dedicated to the ticket 
  • Produces a link to the chat in the ticket, so relevant parties can access the discussion with ease 
     

This means they can work on tickets without leaving the app, techs can find the chat more easily and everything they say is documented in case it is needed for future reference. 

2. Manual workflows  

The problem 

Many organizations still handle the entire ticketing workflow manually. End-users create and submit tickets, while techs are forced to triage and route tickets as well as send messages to notify end-users and request feedback after a ticket is resolved. This slows down the process, creates a lot of dull work for techs, and ultimately leads to a less positive experience for all parties.

The solution 

In conjunction with Microsoft Power Automate, DeskDirector’s Teams app enables you to automate all of these tasks . Tickets can be automatically created from Teams messages whenever specific keywords or phrases are used. The tickets are then automatically routed to the right people for approvals based on the nature of the ticket, and notifications are automatically delivered to end-users within the Microsoft Teams app. 

3. Poor end-user experience  


The problem 

Many organizations struggle to encourage end-users to use tickets, which has a negative impact on their overall IT efficiency. A recent survey found that the number of IT organizations that cite “improving end-user experience” as a priority increased 18 percentage points in the past year alone, with 73% now citing it as a key aim. 

The solution 

Much of the resistance end-users have towards ticketing comes down to inconvenience. But enabling them to use tickets within the Teams platform reduces context switching and makes ticketing a seamless part of their daily workflow. The result is increased adoption, satisfaction and efficiency.  

4. Wasted time

 

The problem 

The combination of context switching and undertaking repetitive manual tasks means many ticketing systems are highly inefficient. End-users may feel the effort is not worth their time, while techs are constantly frustrated that they are not able to focus on their primary responsibilities.  

The solution 

DeskDirector’s Teams app streamlines workflows, automates manual tasks and accelerates ticket resolution. The result is a significant boost to productivity, as techs can get more done, end-users’ IT problems are solved more quickly and the entire organization functions more efficiently.  

Streamline, Centralize and Improve Ticketing Comms with DeskDirector 

As IT becomes a core part of everybody’s daily workflow, efficient ticketing systems are more important than ever. DeskDirector’s Microsoft Teams app helps you achieve those efficiencies faster, increasing ticketing adoption by 20% and allowing techs to resolve tickets 4x faster. 

Want to make ticketing simpler in 2024? 

Get a Demo 

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