Addressing challenges and unlocking growth opportunities for SMBs
Across industries, SMBs often depend on fragmented tools to handle internal requests. Whether dealing with IT support, safety compliance, or facility access, many teams still rely on manual processes such as emails, spreadsheets, verbal updates, and informal hallway conversations. Such methods complicate identifying recurring problems or enforcing service standards. They also impede accountability, often resulting in delayed responses and overlooked tasks. In the absence of centralized systems and sufficient visibility, teams encounter difficulties in assigning responsibilities, monitoring progress, and responding promptly to both routine and urgent matters.
Fresno Chaffee Zoo’s Environmental Health and Safety (EHS) and Security team, for example, struggled to keep pace with a high volume of safety and maintenance requests. Without a centralized platform, urgent matters were difficult to prioritize, and recurring concerns were often overlooked.
Similarly, GSEC GmbH, a German semiconductor equipment manufacturer, encountered challenges while trying to coordinate IT support among geographically dispersed teams. Requests were occasionally forgotten, and users lacked the ability to track progress – leading to repeated follow-ups and increased frustration.
Meanwhile, the founders of Unikk.me, a healthcare service delivering personalized health solutions, anticipated a surge in requests for a new project. They needed an efficient solution compatible with existing Microsoft technologies being used within the organization.
TeamsWork’s Microsoft Teams integration streamlines SMB operations
TeamsWork built its Ticketing as a Service (TaaS) app natively for Microsoft Teams, integrating it with Microsoft 365 via Graph API and Azure Single Sign-On. This architecture enables SMBs to manage internal requests directly within Teams, eliminating the need to switch between tools. Users create, assign, and monitor tasks in their communication environment, and the Graph API provides real-time synchronization with Microsoft Outlook contacts, calendars, and emails.
Azure SSO secures and simplifies access to TaaS, letting users sign in with existing Microsoft 365 credentials, reducing login complexity and IT overhead. The app also supports customizable workflows, allowing organizations to tailor task routing and escalation to their internal processes. Notifications and updates are delivered directly through Teams chat or channels, keeping users informed without relying on external email threads or manual follow-ups.
By leveraging Microsoft APIs and authentication infrastructure, TeamsWork transforms Microsoft Teams into a centralized hub for operational task management. This deep integration empowers SMBs to streamline their workflows, improve accountability, and enhance visibility – without introducing new platforms or disrupting existing habits.
“We chose to build our apps inside Microsoft Teams because that’s where our customers already work. Microsoft Graph API and Azure SSO let us deliver a seamless, secure experience that feels like a natural extension of Microsoft 365,” Delattre said.
Enhancing responsiveness, visibility, and operational efficiency
TeamsWork’s use of Microsoft Graph API for real-time data, Azure SSO for secure access, and Microsoft Teams as the operational hub empowers customers to eliminate platform switching and email chains. Updates, assignments, and progress tracking all occur within Teams, boosting operational efficiency and allowing teams to focus on problem-solving.
At Fresno Chaffee Zoo Corporation, TeamsWork’s solution led to over 30 percent improvement in response times for security and maintenance tickets, and ticket data supported proactive resource allocation through heat maps.
“Ticketing as a Service helped us reduce response times by over 30 percent and gave us the visibility we needed to prioritize and track issues across departments. It has transformed how we manage internal requests,” said Christian C. Mendoza, Director of EHS&S, Fresno Chaffee Zoo Corporation.
GSEC GmbH adopted TaaS to increase accountability, track ticket progress across locations, and uphold its IT service charter. Glad Nkonge, IT Operations Lead at GSEC GmbH, said, “Ticketing as a Service gave us the visibility and structure we needed. Now, our teams can track their requests in real time, and we can focus on solving recurring issues instead of chasing updates.”
Unikk.me also used TeamsWork’s helpdesk system to support a 25-year study by Copenhagen University that involved 10,000 participants.
“Custom workflows allowed us to mirror the project specific flows directly into Ticketing as a Service,” said Martin Born, User Experience Lead & COO and Co-Founder at Unikk.me.
By integrating TaaS into Microsoft Teams with Graph API and Azure SSO, TeamsWork enabled SMBs to centralize task management, reduce response times, and improve visibility. Customers reported faster resolution, improved tracking of recurring issues, and enhanced internal communication – all within their familiar Microsoft 365 environment.