What Is a Ticketing System in SharePoint and How It Works

January 9, 2026

6 min read

Many organizations still manage internal requests through emails, chats, or spreadsheets. Over time, this leads to missed requests, unclear ownership, and delays. To bring structure and visibility to internal support, many teams use a ticketing system in SharePoint.

A ticketing system built on SharePoint helps teams collect, track, and resolve requests in one organized place using Microsoft 365.

This blog explains:

What a ticketing system in SharePoint is

How it works step by step

Who uses it

Why organizations choose it

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Quick Read

Summary generated by AI, reviewed for accuracy.

An IT trouble ticket system helps track and resolve tech issues quickly. It improves organization, speeds up response times, and keeps users informed with clear updates and progress tracking.

Modern support teams use ticketing systems to spot repeated problems, plan fixes, and improve service. It ensures faster solutions, better communication, and higher user satisfaction in any IT environment.

What Is a Ticketing System in SharePoint?

A ticketing system in SharePoint is a structured way to manage internal requests using SharePoint Online.

Instead of sending emails or messages:

Employees submit requests through a form

Each request becomes a ticket

Tickets move through defined stages until closure

All request data stays inside the organization’s Microsoft 365 environment.

Why Organizations Use a Ticketing System in SharePoint

Organizations receive a constant flow of internal requests—from IT issues and HR queries to facilities and admin support. When these requests are handled through emails, chats, or spreadsheets, teams quickly lose clarity and control. A ticketing system in SharePoint helps organizations manage this volume in an organized and reliable way.

To Bring All Requests into One Place

Without a ticketing system, requests come from multiple sources:

Emails

Chat messages

Verbal follow-ups

Shared documents

A SharePoint ticketing system brings all requests into a single, structured location, making it easier for teams to stay organized and respond consistently.

To Avoid Missed or Forgotten Requests

Email-based requests often get buried in inboxes. Important messages can be overlooked, especially when teams manage high volumes of work.

With a ticketing system:

Every request becomes a ticket

Each ticket is logged and tracked

Nothing gets lost or ignored

This creates reliability for both employees and support teams.

To Create Clear Ownership and Accountability

When requests are informal, it is often unclear who is responsible for handling them.

A ticketing system in SharePoint:

Assigns each ticket to a person or team

Defines responsibility clearly

Helps teams follow through on tasks

Clear ownership reduces confusion and delays.

To Track Request Status Transparently

Employees often follow up because they do not know the status of their request.

With SharePoint ticketing:

Requestors can see ticket status

Support teams update progress in one place

Fewer follow-up emails are needed

This transparency builds trust and reduces back-and-forth communication.

To Standardize How Requests Are Submitted

Unstructured requests lack important details, which slows resolution.

A SharePoint ticketing system uses forms to:

Capture required information upfront

Keep requests consistent

Reduce clarification time

Standardization helps teams work faster and with fewer interruptions.

To Support Multiple Internal Teams

Organizations often use SharePoint ticketing for:

IT support

HR services

Facilities and administration

Finance approvals

Having one system for different internal teams creates consistency across departments.

To Gain Visibility into Workload and Performance

Without a ticketing system, managers struggle to understand:

How many requests are pending

Where delays occur

How work is distributed

SharePoint ticketing provides:

Visibility into open and closed tickets

Insights into team workload

Better planning and decision-making

To Use Existing Microsoft 365 Tools

Many organizations already rely on Microsoft 365 for daily work.

A SharePoint-based ticketing system:

Fits naturally into existing workflows

Avoids the need for separate tools

Reduces training effort

This makes adoption easier for both employees and support teams.

To Keep Data Inside Microsoft 365

Data handling is a major concern for internal requests, especially HR and IT.

With SharePoint ticketing:

Data stays within the organization’s Microsoft 365 tenant

Permissions control who can view or update tickets

Sensitive information remains protected

This aligns well with internal governance needs.

To Build a Repeatable and Reliable Support Process

Organizations use ticketing systems to:

Follow a clear request lifecycle

Ensure consistency in handling requests

Improve internal service quality over time

A SharePoint ticketing system helps teams move from reactive handling to a structured support approach.

Key Components of a SharePoint Ticketing System

A SharePoint ticketing system works effectively because it is built around a few essential components. Each component plays a specific role in making sure requests are captured, tracked, and resolved in a structured way.

Request Submission Form

The request submission form is the starting point of the ticketing process.

Employees submit requests using a structured form

Mandatory fields ensure all required details are provided

Forms reduce incomplete or unclear requests

This helps support teams understand the issue clearly from the beginning.

Ticket Creation and Unique Identification

Once a request is submitted:

A ticket is created automatically

Each ticket receives a unique ID

The ticket is stored securely in SharePoint

This ensures every request is traceable and easy to reference.

Ticket Categories

Categories help organize requests based on their nature.

Common categories include:

IT support

HR services

Facilities

Finance

General requests

Categorization helps route tickets to the correct team quickly.

Priority Levels

Priority levels indicate urgency and importance.

Typical priority levels:

Medium

High

Setting priority helps teams focus on critical requests first and manage workload better.

Ticket Status Tracking

Status tracking shows where a ticket stands in the process.

Common statuses include:

In progress

Waiting for information

Resolved

Closed

Status visibility helps both requestors and support teams stay aligned.

Assignment and Ownership

Each ticket is assigned to:

A specific person

Or a support team

Clear ownership ensures:

Accountability

Faster follow-up

Reduced confusion

No ticket remains unattended.

Communication and Updates

A SharePoint ticketing system keeps all communication within the ticket.

Comments and updates are logged

Status changes are recorded

Request history remains intact

This eliminates scattered email conversations.

Role-Based Views

Different users see information based on their role.

Employees view their own tickets

Support teams see assigned tickets

Managers view team-level tickets

This keeps the system organized and secure.

Workflow and Automation Support

Workflows help reduce manual effort.

Common workflow actions:

Auto-assigning tickets

Sending notifications

Managing approvals

Updating ticket status

Automation ensures consistency across requests.

Reporting and Tracking

Reporting helps teams understand performance and workload.

Reports may show:

Number of open tickets

Resolution timelines

Team workload distribution

Managers gain insight without manual tracking.

Security and Permissions

Security is critical for internal requests.

SharePoint ticketing systems rely on:

Microsoft 365 permission controls

Role-based visibility

Secure data storage within the tenant

This helps protect sensitive information.

How a Ticketing System in SharePoint Works (Step by Step)

A ticketing system in SharePoint follows a structured process that turns employee requests into trackable tickets. Each step ensures clarity, ownership, and visibility until the request is completed.

Step 1: Request Submission

The process starts when an employee submits a request.

The request is submitted through a SharePoint form

Required fields collect essential details

Attachments can be added if needed

This step ensures the request is complete and clear from the beginning.

Step 2: Ticket Creation

Once the form is submitted:

A ticket is created automatically

A unique ticket ID is assigned

The ticket is stored in SharePoint

This allows every request to be tracked individually.

Step 3: Ticket Categorization and Priority Setting

After creation, the ticket is organized.

The request is categorized (IT, HR, Admin, etc.)

A priority level is assigned based on urgency

This helps teams understand the nature and importance of the request.

Step 4: Ticket Assignment

The system routes the ticket to the right owner.

Tickets are assigned to individuals or teams

Assignment can be manual or automated

Ownership is clearly defined

This prevents tickets from remaining unattended.

Step 5: Ticket Review and Action

The assigned team reviews the ticket.

Request details are analyzed

Tasks or follow-up actions are performed

Additional information is requested if required

All activity remains recorded within the ticket.

Step 6: Communication and Updates

Communication happens inside the ticket.

Status updates are recorded

Comments are added for clarity

Requestors stay informed without emails

This keeps all discussions in one place.

Step 7: Approval Handling (If Required)

Some requests require approval.

The ticket is routed for approval

Approvers review details in SharePoint

Decisions are logged in the ticket

This ensures approvals are documented and traceable.

Step 8: Resolution of the Ticket

Once the request is addressed:

The ticket status is updated to resolved

Resolution details are added

The requestor is notified

This confirms the work is complete.

Step 9: Ticket Closure

After confirmation:

The ticket is closed

No further changes are allowed

The ticket remains available for reference

This helps build a request history.

Step 10: Reporting and Review

Closed and open tickets support reporting.

Teams review workload

Managers track response patterns

Trends help improve internal processes

Reporting supports long-term improvement.

Automation and Workflows in SharePoint Ticketing

SharePoint ticketing systems often use workflows to reduce manual effort.

Common workflow actions include:

Auto-assigning tickets

Sending notifications on updates

Managing approvals

Changing status automatically

This keeps the process consistent and predictable.

Reporting and Visibility

A ticketing system in SharePoint helps teams track:

Open and closed tickets

Pending approvals

Team workload

Resolution timelines

Managers gain visibility without chasing updates.

Security and Data Control

Since the system runs on SharePoint Online:

Data stays inside the organization’s Microsoft 365 tenant

Permissions control who can see or edit tickets

Sensitive requests remain protected

This is especially important for HR and IT requests.

Advantages of Using SharePoint for Ticketing

Centralized request handling

Clear ownership and accountability

Better visibility for employees and managers

Uses existing Microsoft 365 environment

No need to manage multiple tools

When a SharePoint Ticketing System Makes Sense

A ticketing system in SharePoint is a good fit when:

Requests are internal

Teams already use Microsoft 365

Visibility and structure are priorities

Data control is important

When It May Not Be the Right Fit

It may not be suitable if:

You need customer-facing support portals

You require offline usage
You need heavy external integrations

Conclusion

A ticketing system in SharePoint brings structure, clarity, and accountability to internal request handling. By turning requests into trackable tickets, teams gain visibility, managers gain control, and employees know exactly where their requests stand.

For organizations already using Microsoft 365, SharePoint-based ticketing provides a practical and organized approach to managing internal support.