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ITSM360 Adaptive Ticket Management in Microsoft Teams Marked

The technical explanation

Notes to the image

This Teams image shows the basic principles of our Adaptive Ticket Handling options in ITSM360.

In this example, we see the following Teams/Channels:

  • IT Service Desk with 3 Service Desk areas (Asset, Incidents, and Request)
  • GRC with channel General and the Teams ITSM360 Service Desk app loaded
  • Finance with a channel called Tickets


The Adaptive Ticket Handling allows you to:


  • Add the same app in multiple channels/Teams
  • Execute/work with different configurations (filter based on ticket type/process type, permissions, etc.)
  • Customize keywords/fields for each group/Team aligned with their working context
  • Data stored in the same database


As the modern workforce continues to shift towards distributed teams, effective communication and collaboration tools have become more essential than ever. Also, companies increasingly rely on technology to support their operations, and efficient ITSM processes have become paramount.

Microsoft Teams is a leading platform in this space, offering a range of features to enable effective teamwork and information sharing.


Use of Microsoft Teams in the Service Desk

We (ITSM Company) specialize in leveraging the Microsoft cloud stack for ITSM tooling, and now with a range of solid Teams based apps for ITSM.

To that end, ITSM Company has introduced adaptive ticket management, streamlining IT Service Desk workflows by enabling teams to create, manage, and track tickets directly within the Teams platform.


What’s new

The adaptive ticket management feature provides digital support in multi-handling use cases, where the ticket is being moved between multiple teams (could be onboarding where both IT and non-IT teams are essential stakeholders).

The adaptive ticket management features allow you to add the Service Desk app in one or multiple Teams or/and Teams Channels with specific parameters matching the team and the working context of the group.



An onboarding request can flow between several departments – it could be between IT, finance, and HR.

The adaptive function in ITSM360 allows customized parameters, and the groups/teams can work with terms that are aligned with their understanding and only with the data and tickets that are relevant to them.

The benefit is that IT can have all their ITIL terminology hidden for HR and Finance – but working on the same ticket (and data source).


With the new Adaptive Feature

You get a highly configurable Microsoft Teams, allowing IT teams to tailor it to their specific workflows and business needs. They can create custom fields, define workflows and approval processes, and set up automated notifications to ensure nothing falls through the cracks.



The most significant benefit of adaptive ticket management is the ability to collaborate effectively across teams. Because it is built directly into Teams, IT teams can easily collaborate with other departments and stakeholders, ensuring everyone is on the same page and that issues are resolved efficiently.

With the ability to share files, chat, and host meetings directly within Teams, IT teams can work together seamlessly to resolve issues quickly.

Adaptive ticket management in Teams also enables IT teams to gain insights into their support processes. They can track key metrics such as response times, ticket resolution times, and ticket volumes, allowing them to continually identify areas where they can improve their processes and optimize their workflows.



In summary, adaptive ticket management in Teams is an excellent tool for IT teams looking to streamline their support processes and collaborate more effectively across departments.

With its customizable workflows, automation features, and integrated collaboration tools, Teams provides a powerful platform for ITSM that can help organizations deliver better service to their end-users while improving their internal processes.