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The way IT teams and MSPs handle support tickets has always followed the tools their customers use most. Twenty years ago, phones were the lifeline. A decade ago, email dominated. Now, the world has moved to chat, including enterprise-grade collaboration platforms like Microsoft Teams.
As of mid-2025, Teams has surpassed 320 million monthly active users, more than double Slack’s reported 40 million users and far ahead of Zoom Chat’s 10–12 million active users. In markets like North America, ANZ, and Europe, Teams comes bundled with Microsoft 365, giving it a built-in presence across SMBs and enterprises alike.
For MSPs, this isn’t just trivia; it’s a signal. Your clients are already living inside Teams every hour of the workday. It’s where they chat, share files, brainstorm, and run meetings. When they hit a snag and need IT support, they don’t want to leave that environment. They expect help to be just a message away, in the same tool where they spend their day.
This is why Teams-native ticketing is fast becoming the MSP standard. It bridges the gap between where end-users work and where MSPs manage service delivery, creating a support experience that’s faster, richer, and more human.
End-users aren’t thinking about PSAs, ticket forms, or service desk processes. They care about one thing: getting back to work quickly. For them, raising a ticket in Teams:
This makes IT support feel less like a “bureaucratic handoff” and more like a natural part of collaboration. In effect, IT becomes a partner embedded in their workflow, not an external hurdle.
Traditional portals force customers to log in, remember credentials, and submit tickets through rigid forms. This delays reporting and drives up call volume. By contrast, tickets created directly from Teams reduce reporting friction by up to 40% (Service Desk Institute, 2024). Faster reporting means quicker response and resolution, which directly improves SLA adherence.
A ticket raised in Teams can automatically capture:
This cuts the back-and-forth emails where techs ask for missing details. Studies show context-rich tickets resolve 30–35% faster because techs spend less time chasing information.
End users don’t care about PSA complexity. They just want to ask for help in the tool they’re already using. With Teams ticketing:
The result: higher CSAT scores and reduced “shadow IT” workarounds.
When end users log tickets faster and with more detail, techs spend less time triaging. Some MSPs report a 15–20% reduction in average handling time per ticket after adopting Teams-native ticketing. Multiply that by thousands of tickets per month, and the efficiency gains are substantial.
Across Europe, ANZ, and North America, MSP peer groups increasingly mention Teams ticketing as a baseline expectation. In CompTIA’s 2025 MSP Trends report, 61% of MSPs said they plan to move customer-facing ticketing into collaboration tools within the next 12–18 months. Those who don’t risk looking outdated.
DeskDay takes this natural evolution and builds the infrastructure MSPs need behind it.
One-click ticket creation: Instead of navigating portals, users raise issues directly from their Teams app.
Natural conversation flow: Ticket resolution process feel like chatting with a colleague, not filling out a rigid form. Users can drop files, screenshots, or even emojis. DeskDay captures it all.
Real-time updates: No more digging through email inboxes. Every update, status change, or resolution appears in Teams notifications where users can’t miss them.
Automatic context capture: User identity, device, and conversation history are attached to each ticket, reducing triage back-and-forth.
PSA backbone: Every chat ticket flows seamlessly into DeskDay’s PSA, with SLA timers, time entries, and billing rules already in place. Nothing falls through the cracks.
AI-enhanced triage: Workflow automation categorizes, prioritizes, and even detects sentiment with AI agent, flagging frustrated users so you can escalate quickly.
Scalable automation: MSPs can set rules for routing, after-hours multipliers, or auto-closing tickets when alerts resolve, without manual effort.
Insightful reporting: Tickets might originate and resolve in Teams but are promptly logged in DeskDay, so MSPs retain full visibility into metrics like first-response time, resolution time, and tech workload.
Ticketing in Microsoft Teams isn’t a “nice-to-have” anymore. It’s the natural next step in how MSPs meet their clients where they already work. Just as phones once gave way to email, and email to portals, today’s standard is chat, and Teams is the platform leading that shift.
For MSPs, this is less about chasing trends and more about aligning with reality. Your clients expect support to be instant, contextual, and woven into their daily workflow. Teams-native ticketing delivers exactly that, while giving MSPs the backbone of automation, reporting, and PSA integration they need to scale profitably.
The MSPs that move first will set the tone for customer experience in the years ahead. The ones that wait will look outdated. With DeskDay, you don’t just adapt to this new standard; you step into it fully equipped, ready to deliver faster, smarter, and more human service where your clients already live: inside Microsoft Teams.
It means your end users can submit, track, and respond to support tickets directly inside Teams — no separate portal or app needed. It embeds the helpdesk where they already work.
By eliminating tool switching. Techs and users stay in one environment, communicate in real time, and see updates instantly. That cuts context-switching, speeds resolution, and reduces friction.
Yes. Modern PSAs support bidirectional sync with Teams, so tickets, updates, and chats stay in sync between the PSA and Teams.
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