Overview

Microsoft Teams is a collaboration platform used for internal support and customer communication within Microsoft 365 organizations.

What it covers

Positioning for support - collaboration platform with growing support use cases, especially for internal IT/HR support and B2B customer communication. Internal support: built-in help desk features, ticketing apps (Halp, Tikit), IT support workflows within Teams. External support: External access and shared channels for B2B customer communication (similar to Slack Connect). Microsoft 365

Integrations

Unified with Outlook, SharePoint, Dynamics 365 for Microsoft-centric organizations. Dynamics 365 Customer Service: Microsoft’s dedicated support platform integrates deeply with Teams.

Pricing

Included in Microsoft 365 Business Basic $6/user/month and above, standalone free tier available.

Target audience

Microsoft 365 organizations, enterprises using Dynamics 365.

Pros

Included in Microsoft 365, unified Microsoft ecosystem.

Cons

Not purpose-built for external support, requires add-on apps for ticketing, less support-focused than dedicated tools.