I don't mind helping people through Teams, but I've noticed I'm inconsistent: people I'm friendly with often get immediate help, while others are told to submit a ticket. I'd rather make the process fair and consistent by asking everyone to use the ticketing system, regardless of who they are or how minor the request seems. How do you handle people who contact you directly without making the conversation awkward?
4 Answers
Set a clear rule that you can’t start work until there’s a ticket, then stick to it for everyone. A simple response is: “Could you send me the ticket number? I’ll take a look once it’s in the system.” If you keep solving requests through Teams, people will continue using Teams because that’s what gets results.
You can also explain that requests are handled in the order and priority defined by the support process. If someone messages you directly, acknowledge them, but redirect them instead of troubleshooting in the chat. Users generally adapt once they understand that the ticket queue is the only reliable way to get work scheduled.
Frame it around documentation, tracking, and prioritization rather than personal preference. For example: “Please submit this through the service desk so it’s recorded and prioritized correctly. I’m currently working on other submitted requests, but I’ll pick it up from the queue.” You can also include ticket-submission instructions in the resolution or closing message.
That kind of corporate explanation can make the policy easier to accept, even if the real goal is simply keeping requests organized.
Be polite but consistent, and make the ticket yourself when necessary: “I’m creating a ticket for this now so the request is officially logged. Please use the service desk for future issues.” Some support teams still create tickets from calls or personal requests, but setting expectations and repeating the process gradually improves compliance.
Exactly. The behavior usually changes only when the direct message stops being an alternative route to immediate support.