Microsoft is one of the world’s largest technology companies and offers a wide range of software and cloud computing services for businesses and consumers. Microsoft does offer several ticketing system options that businesses can use for their customer service and IT needs. Some of the key Microsoft ticketing systems include Microsoft Dynamics 365 Service, Azure DevOps Server, and Team Foundation Server (TFS).
Microsoft Dynamics 365 Service
Microsoft Dynamics 365 Service is part of the Dynamics 365 enterprise resource planning (ERP) and customer relationship management (CRM) suite. Dynamics 365 Service includes case management and help desk features that allow companies to track customer service tickets. Key capabilities include:
- Case management – Track, prioritize, and solve customer service tickets. Case records store relevant customer information.
- Knowledge base – Create searchable articles and information to aid customer service agents in solving issues.
- Service level agreements (SLAs) – Define and track response time targets for resolving cases.
- Dashboards and reporting – Monitor ticket volumes, case resoltion times, agent workload, and other key performance indicators.
- Routing and escalation rules – Define rules to automatically assign tickets to specific agents or escalate based on priority and SLA.
- Integration with other Dynamics 365 apps – Seamlessly access relevant data from finance, sales, marketing, and other departments.
With Dynamics 365 Service, organizations get a robust, cloud-based ticketing solution as part of the larger Dynamics 365 platform. The system has extensive configuration options to meet the needs of small and large help desks.
Benefits of Microsoft Dynamics 365 Service
- Tight integration with other Microsoft apps – Seamlessly connect with Office 365, SharePoint, Teams, and Power Platform.
- Cloud delivery model – Get started faster with cloud deployment and stay up-to-date on the latest features.
- Scalable for any size help desk – Adjustable configuration meets the needs of both small and large teams.
- Customizable platform – Tailor forms, fields, workflows, and more to match unique business requirements.
- Embedded intelligence – Leverage AI and data analytics to improve decision making and productivity.
Use Cases
Some examples of common Dynamics 365 Service use cases include:
- IT help desk – Manage internal IT support tickets.
- Customer service – Track, prioritize and solve customer support cases.
- Call center – Empower agents with a centralized knowledge base and ticketing system.
- Field service – Connect field techs through mobile apps and convert site visits into cases.
- HR service desk – Streamline managing employee requests like IT issues, PTO requests, etc.
Azure DevOps Server
Azure DevOps Server (formerly Team Foundation Server or TFS) provides developer collaboration tools including agile planning, version control, build automation, testing, and bug tracking.
While focused on the software development lifecycle, Azure DevOps Server also includes basic ticket tracking features that could support an internal IT help desk. Key capabilities include:
- Work item tracking – Create and track different types of tickets or “work items.”
- Dashboards and reporting – Gain insights through built-in and customizable reports.
- Process customization – Customize work item types, workflows, and business rules.
- Version control – Link tickets to development tasks and code repositories.
- Agile boards – Manage work using Kanban boards or Scrum processes.
Benefits of Azure DevOps Server
- Self-hosted option – Install and run on your own servers (both on-premises or in the cloud).
- Built for developers – Seamlessly connect work items to code repositories and automation.
- Flexible pricing – Choose a free Basic license or paid options with expanded features.
- On-premises support – Keep data within your firewall for compliance, security, or policy reasons.
- Scalable platform – Support teams of all sizes from small to enterprise.
Use Cases
Common scenarios for using Azure DevOps Server for ticket tracking include:
- Internal IT help desk – Managing IT tickets related to technical requests and support.
- Software dev support – Tracking bugs, defects, and support requests from software customers.
- Project incident management – Tracking tickets related to project blockers and incidents.
While capable of basic ticket tracking, Azure DevOps Server is better suited for integrated development and IT teams rather than dedicated customer service teams. Consider other platforms like Dynamics 365 Service for more robust customer support ticketing capabilities.
Team Foundation Server (TFS)
Team Foundation Server (TFS) is the predecessor to Azure DevOps Server. It provides much of the same developer collaboration and work item tracking capabilities.
However, Microsoft will be retiring TFS in the near future and moving customers to Azure DevOps Server or cloud services. New customers should evaluate Azure DevOps rather than TFS for ticketing and work tracking needs.
Microsoft 365 Service Requests
In addition to the platforms above, Microsoft 365 also includes simple service request tracking through their Admin Centers for certain products:
- Exchange Admin Center – Track email and server related issues.
- SharePoint Admin Center – Log and manage SharePoint sites and permissions requests.
- Microsoft 365 Admin Center – Overall platform service issues.
While handy for administrators already working in these systems, the native service request tracking has limited functionality compared to standalone platforms like Dynamics 365 Service.
Third-Party Ticketing Integrations
There are also third-party ticketing systems and help desk software that integrate closely with Microsoft products:
- Zendesk – Popular help desk software with Microsoft Teams integration and Single Sign-On (SSO) support.
- Freshdesk – Cloud customer support software with deep Office 365 integration features.
- ServiceNow – Enterprise platform with native integrations with many Microsoft technologies.
These established players may be preferable for dedicated service desks over Microsoft’s own platforms. Research all options to choose the best fit based on your specific use cases and business needs.
Key Considerations for Microsoft Ticketing Systems
Here are some key factors to consider when evaluating Microsoft ticketing options:
Internal vs. external use – Dynamics 365 is better suited for external customer support while Azure DevOps aligns more with internal teams.
Cloud vs. on-premises – Dynamics 365 is cloud only whereas Azure DevOps allows for self-hosted on-premises servers.
Industry focus – Dynamics 365 is ideal for field service, manufacturing, and professional services. Azure DevOps caters more to software and IT organizations.
Budget – Dynamics 365 has paid licenses only whereas Azure DevOps offers free tiers. However, Dynamics 365 has more pricing flexibility.
User experience – Dynamics 365 provides more out-of-the-box customization for an end user service portal versus a more developer-focused experience in Azure DevOps.
Integration requirements – Consider existing systems that the ticketing platform will need to integrate with like CRM, finance, marketing, etc.
Conclusion
Microsoft provides capable ticketing and issue tracking tools in Dynamics 365 Service, Azure DevOps, and Microsoft 365. Dynamics 365 is the most feature-rich for dedicated customer service scenarios. But Azure DevOps offers a flexible and cost-effective option for IT help desks integrated with software development.
Evaluate your specific use cases, integrations, customization needs, and budget when choosing between the available Microsoft platforms. Also consider best-of-breed third-party help desk software as an alternative. With the right ticketing system in place, your team can provide streamlined service and support.