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How can I use Teams as an IT support tool?

Anonymous
2025-06-05T22:32:09+00:00

I work for a small company that wants to use Teams as a way to allow their employees to easily contact the IT guys. At first, they tried to make a channel called "IT Helpdesk" and added everyone to it, however that doesn't work well because everyone gets every message. My question is; Is there a way to either set up a channel in which only the IT guys get notifications when a message is sent in the "IT Helpdesk" channel, or do we need to setup a ticketing system? I just created an IT SharePoint page with the IT Support template, but I don't know how to assign the IT guys with the appropriate roles, or have the employees create tickets from Teams.

I haven't been able to find any how-to pages for SharePoint and Teams ticketing, unless it's for a paid 3rd-party app, but we would like to keep this as simple as possible. Any help would be appreciated, please let me know if I can provide any more information to assist with the process. Thank you.

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  1. Anonymous
    2025-06-17T23:02:53+00:00

    Hi Christian, 
    Is there any update on the progress?
    If the issue has been resolved, please mark the helpful replies as answers.

    This helps others in the community facing similar problems.
    Thanks for your understanding.
    Warm regards,
    Alexis-NG - Microsoft Community Support Specialist

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  2. Anonymous
    2025-06-05T22:56:02+00:00

    Hi Christian, 
    Thanks for reaching out to the community 

    I've found a  Microsoft guide for this set up by using Microsoft Forms, SharePoint and Power Automate:  
    How to create a ticketing system with SharePoint and Forms - Microsoft Q&A 

    1. Create a Microsoft Form for Ticket Submission 
    • Go to Microsoft Forms
    • Create a new form titled "IT Support Request"
    • Include fields like: 
      • Name
      • Department
      • Issue Description
      • Priority
      • File Upload (optional)

    2. Create a SharePoint List to Store Tickets

    • Go to your IT SharePoint site
    • Create a custom list called "IT Tickets"
    • Add columns that match your form fields (e.g., Name, Issue, Priority, Status)

    3. Use Power Automate to Connect the Form to SharePoint

    • Go to Power Automate
    • Create a new flow: 
      • Trigger: “When a new response is submitted” (Microsoft Forms)
      • Action: “Get response details”
      • Action: “Create item” in SharePoint (map form fields to list columns)

    4. Add the SharePoint List to Teams

    • In Teams, go to your IT Helpdesk Team
    • Add a new tab in the General channel
    • Choose SharePoint > Select your site > Choose the IT Tickets list

    Now your IT team can manage tickets directly in Teams. 
    I'd love you to give it a try and please don’t hesitate to reach out to me in case you have any further questions. 
    Regards, 
    Alexis-NG - Microsoft Community Support Specialist

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