How to set up teams as a help desk

Question

I want to use teams to set up a help desk for a small business of 50 people.

We use office 365 and teams and it looks like building a help desk is doable

Answer 1

@Michael Stoddart

Absolutely, you can set up a help desk using Microsoft Teams, especially since you're already using Office 365. Here are the steps you can follow to set one up:

Step 1: Create a Help Desk Team in Microsoft Teams

1. Open Microsoft Teams.
2. Click on "Teams" on the left sidebar.
3. Click on "Join or create a team."
4. Select "Create a team" and then choose "From scratch."
5. Select "Private" or "Public," depending on who you want to give access to.
6. Name your team, e.g., "Help Desk," and add a description if needed.
7. Add members to your help desk team, including all the agents who will be providing support.

Step 2: Set Up Channels

1. Go to your newly created Help Desk team.
2. Add channels for different types of support or issues, e.g., "Software Issues," "Hardware Issues," "General Inquiries."
   • Click on the three dots next to the team name.
   • Select "Add channel."
   • Name the channel and provide a description if necessary.

Step 3: Integrate with Microsoft Tools

1. Use Microsoft Planner to manage tasks and tickets.
   • Go to the channel you created (e.g., "General Inquiries").
   • Click on the "+" sign to add a new tab.
   • Select "Planner" and create a new plan.
2. Use OneNote for documentation.
   • Add a new tab and select "OneNote."
   • Use this for internal documentation, FAQs, and troubleshooting guides.
3. Forms for submitting tickets.
   • Create a Microsoft Form for users to submit their tickets.
   • Add the Form as a tab in the appropriate channel.

Step 4: Automate with Power Automate

1. Set up Power Automate flows to handle repetitive tasks.
   • Go to the Power Automate app.
   • Create a new flow, e.g., to send an automated response when a new ticket is submitted in Forms.
2. Notify team members when a new ticket is created.
   • Set triggers and actions to ensure that relevant team members are notified.

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