Roles and Workflows
TeamsDesk is organized around distinct role-based workspaces so each person sees the right tools for their job.
Employees
Employees use TeamsDesk to:
- Submit new tickets with title, description, attachments, department, priority, and optional location
- Track their own ticket history and status changes
- Comment on tickets and follow progress without leaving Teams
- Search for self-service answers through the knowledge base and AI chat (Growth plan)
Agents
Agents use TeamsDesk to:
- Work from a personal queue and a department queue
- Claim or receive ticket assignments
- Comment, add internal notes, upload attachments, and update categories
- Review ticket timelines and respond with the help of AI ticket assist (Growth plan)
- Track workload, response times, and reporting metrics
Department Admins
Department Admins use TeamsDesk to:
- Manage department membership and structure
- Configure categories and location requirements
- Oversee the quality of queue routing and ownership
- Review department-level reporting and ticket operations
Global Admins
Global Admins use TeamsDesk to:
- Complete tenant onboarding
- Configure Microsoft 365 integrations
- Manage role assignments and organization-wide structure
- Review SLA settings, reporting, usage, and subscription state
- Access private beta controls where enabled
Common workflow
- An employee submits a request inside Teams
- TeamsDesk routes the work to the right queue
- An agent or admin reviews the ticket, comments, and updates ownership or category
- Knowledge and AI can help answer or deflect common issues (Growth plan)
- Reporting and activity history provide visibility after resolution
For setup guidance, continue to the Admin Guide.