Internal Ticketing System in Microsoft 365
Every internal request becomes a record with a number, a named owner and a reply target counted in working hours that escalates the moment it runs out. It lives in your own SharePoint and Teams, and nothing is charged per agent.
A promise nobody can measure is not a promise
Ask three colleagues how to report a broken laptop and you get three answers: the shared IT mailbox, a Teams message to whoever looks free, and catching somebody by the kettle. All three work while one person holds the whole picture, and they stop the day two people share the job – from then on nobody can say what is open or who is on it. The standard question becomes “has anyone picked this up yet?”, which interrupts two people and settles nothing.
The list is the easy half: title, status, owner, one afternoon in SharePoint Lists. Time is the hard half. A reply target you cannot calculate is not a target, and calculating one means working hours rather than clock hours – a fault raised at 16:40 on a Friday against a four-hour promise is not due that evening, it falls due at 11:40 on Monday. The clock also has to stand still while you wait on the person who reported the fault, and it has to keep two commitments apart: that somebody answers, and that the thing works again. No product ships with those rules.
The other thing homemade versions leave out is consequence: a deadline that passes while nothing happens is a note to self. So we start at the clock and work outwards – the priority levels and what each commits you to, then the reminder and the escalation, and only afterwards the lists, forms and views. Built that way, a promise you cannot keep surfaces in the workshop rather than in month three, in front of the people it was made to.
Which requests need a ticket
We start with the service area that receives most requests today. Further areas get their own categories and permissions later, but share the same clock.
IT faults and access problems
The usual place to start. Something has stopped working or somebody cannot get in, and a workstation normally stands idle until it is sorted – which is why this category carries the shortest reply target.
Requests to the HR team
Certificates, changes of bank details, payroll queries. These belong in a list of their own with its own permissions and far longer deadlines: nobody needs a certificate within two hours, but everybody needs a date they can plan around.
Buildings, plant and vehicles
A door that will not lock, a meeting room at twelve degrees, a service inspection that slipped. These arrive with a location and usually a photograph, and they run on a different calendar from IT.
Procurement and equipment
A purchase request is a ticket with a sign-off in the middle. Whoever raised it sees on the record whether it is approved and what purchasing last noted, instead of chasing it by email.
Joiners and leavers
One record holding a fixed checklist: account, devices, keys, induction. Each line has its own owner and its own date, and an unticked line stays visible after the person has started.
Reports from branches and sites
People away from a desk raise the ticket on a phone: two fields, one photograph, done. Site and equipment are picked from a list, so the report can be counted later rather than read as prose.
A board with running clocks
One morning in internal support, as at 11:50: columns by status, per ticket the time left and the rule that applies when it runs out.
New 2
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INT-2481 Priority high
Card terminal at North branch offline
0:23 h until first reply
At 0:00 to the IT team lead, assignment stays as it is
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INT-2483 Priority low
Second screen for workstation 14
1 working day 4:50 h until first reply
At a quarter of the time left, reminder to purchasing
In progress 2
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INT-2476 Priority medium
Batch invoice run fails on print
5:40 h until resolution target
At 0:00 a note to the team lead, no reassignment
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INT-2469 Priority high
New joiner has no access to the project library
Resolution target missed by 2:15 h
On the head of department escalation view since 09:35
Waiting on reporter 1
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INT-2458 Priority medium
Printer in accounts keeps jamming
Clock paused since 16:20 yesterday
Closed automatically after three working days without a reply
Closed today 2
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INT-2471 Priority medium
Password for the stock system reset
Replied in 12 min, resolved in 41 min
Promise kept, does not appear in the monthly report
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INT-2455 Priority high
Phone system at South site has no audio
Replied after 3:10 h against a 2:00 h target
Counted as a breach in the monthly report
Targets used in this example: high 2 h reply and 8 h resolution · medium 8 h and 2 working days · low 2 working days, resolution by agreement. Everything is counted in working hours, Monday to Friday 08:00 to 17:00, against a public holiday calendar. The levels, the targets, the reminder thresholds and who gets the escalation are a proposal here – you settle them with us in the intro call.
running or keptunder a quarter of the time left, or pausedbreached and escalated
The “waiting on reporter” column is the one that matters: while a ticket waits for information from the person who raised it, the clock stands still. Without that rule your report mostly measures how quickly colleagues write back.
Numbers run in one sequence across every service area. Quoting a number is enough to find a record without saying which list it sits in – permissions still decide who is allowed to open it.
From the request to the monthly report
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Agree what you are promising
Before anything is built we write the commitment down: how many priority levels there are, what reply and resolution time each carries, and the hours during which the clock runs. The result is a table of three or four rows for your management to sign, and it takes longer than everything technical that follows.
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Open the intake routes
A request form in Teams and on the intranet, plus the shared IT mailbox. Each category insists on the details free text leaves out: which site, which device, since when, how many people are stuck.
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Route it and grade it
Category, site and impact feed a rule set that fills in service area, responsible role, priority and due date. The grading is visible on the record and one click from being changed; further reports of the same incident attach to the record that exists.
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Run the clock, then act on it
A Power Automate flow recalculates the remaining time every quarter of an hour against your business hours and pauses it while the record waits on the reporter. Reminder and escalation fire at your thresholds from step one; we usually propose a message to the assignee at a quarter of the time left and the team lead's view at zero.
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Report on it and prune
The board shows the state by status, the weekly view what is open and what is late. Once a month a report lands: how many requests, how many targets missed, which requests keep repeating – and which of those is worth designing out of existence.
What changes day to day
Today
- Only the person who took it on knows they took it on
- Requests sit in two mailboxes and three chat threads
- Urgent means whoever last stood at the desk
- Nobody checks afterwards whether a promise was kept
- Repeat requests are never spotted as a pattern
With a ticketing system
- Every request has a number, a state and an owner
- All records live in one list with explicit permissions
- Priority and deadline follow a rule you wrote down
- Time left sits on the record, escalation runs itself
- The monthly report shows repeats and missed targets
What a ticketing system does not fix
The clock makes your support visible, and visibility is not always comfortable. Four points we settle before quoting:
- A system that measures time does not create time. If two people take forty requests a day, the first monthly report shows in writing, with a date on it, that the targets cannot be met. The remedy is then more people, a shorter list of promises, or one internal service fewer – not more software. If that report is not something you want on the table, leave the clock out.
- For external, chargeable support this is the wrong tool. The moment you have to evidence contractual service levels to a customer, bill time per ticket, or give people outside your tenant a portal with a login, a commercial helpdesk is the better buy. It costs money per agent per month and does things we could only imitate awkwardly in SharePoint. If that is the picture we get in the intro call, we say so instead of quoting.
- SharePoint and Power Automate come with ceilings we cannot remove. Past 5,000 items the list view threshold bites: filters and sorts on columns that are not indexed return an error instead of results, so closed records move into an archive nobody opens again. Attachments are not searchable full text, so last spring's screenshot is findable only by whoever remembers the number. And the clock is not real time – an escalation can arrive a quarter of an hour late.
- The clock measures what reaches the system, and it can be stopped. A problem solved in the corridor leaves no trace, so the very pattern that would justify automating something never reaches the figures. In the other direction, anyone under pressure can park a record as “waiting on reporter” and the deadline stops with it. Neither shows up unless somebody reads the numbers against what they know about the week.
Runs in your own Microsoft 365
Scope and price
The entry price covers two service areas with their own permissions, one rule set and the SLA clock. What moves the price, we say before the quote.
- SharePoint list with fields, views and permissions for two service areas
- Request form in Teams and a shared mailbox as intake
- Rule set for category, ownership, priority and due date
- SLA clock in working hours, with business hours and holiday calendar
- Reminder to the assignee, escalation to the team lead
- Board view by status and a weekly view of open records
- Documentation, handover session and 30 days of support
What increases the price
- More than two service areas with their own categories, rights and targets
- A portal for external reporters with acknowledgement and status lookup
- Reporting in Power BI instead of list views, with full status history
- Connection to ERP, HR or device data through a premium connector
- Migration of old records out of an existing tool
Several service areas, a portal for external reporters and reporting in Power BI typically land in the range of our Workflow Advanced package from €2,490. We quote the binding fixed price after the intro call.
All prices excl. VAT · operation and further development optionally via a support package
What you get
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Ticketing system in production
List, forms, views and flows set up and signed off with real test requests
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Your promises, in writing
The version everything is later measured against: worded, dated and signed off by your management
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Board and monthly report
A view by status showing time left, a weekly view, and a report on the targets that were missed
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Briefing for reporters and agents
What belongs in a ticket, how to pick one up, and what waiting on somebody does to the clock
Frequently asked questions about internal ticketing
These solutions fit alongside
Support Tickets in Teams & Planner
One team, one intake point, no clock: the cheaper start when nobody asks for figures.
Approval Workflows in Microsoft 365
For requests needing a sign-off first: replacement device, access right, cost approval.
IT Asset Management & Tracking
So the ticket says which device is meant and how long its warranty runs.
AI Knowledge Base
So recurring questions are answered before they become a record.
Do you know what is open and overdue right now?
In the free intro call we draft the first version of your targets: which priorities exist, what each one commits you to, and who hears about it when one is missed. You come out knowing whether SharePoint is the right step – or whether a Planner board is enough for the volume you actually have.
Book a free intro callWhere internal ticketing in Microsoft 365 creates value in everyday work
Internal requests for IT, HR, procurement or facilities are captured, routed and analysed in one Microsoft 365 solution.
Three concrete operating scenarios to compare with your own process.Unify service teams
IT, HR and administration use one interface while retaining separate categories and permissions.
Automate ownership
Category, location and urgency determine team, priority and response target.
Detect recurring demand
Frequent requests become visible and can be improved with knowledge articles or automation.
A strong fit when …
Microsoft 365 is already the main workplace and information should move reliably between Teams, SharePoint, Outlook and Planner.
- You handle recurring internal requests using repeatable rules.
- The intake, target system and accountable business role can be named clearly.
- Exceptions are allowed to remain visible and move to people deliberately.
Deliberate automation boundary
Confidential HR cases, security incidents and cross-functional escalations receive separate permissions and processes.
Explore the technical approach and platformsEstimate time savings with your own volume
The calculator uses 7 minutes today and 2 minutes after automation as fixed example assumptions. It does not replace process analysis.
Illustrative estimate based on the visible assumptions — not a guarantee.