A ticketing system for Microsoft 365 shops
Requests come in through the Outlook mailbox you already have, users sync in from Entra ID, and their devices sync from Intune — so the help desk knows your organisation on day one instead of waiting to be typed in.
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Microsoft 365 has everything except a help desk
You already pay for the mail, the directory and the device management. The ticketing part is usually a shared mailbox, a Planner board or a SharePoint list that someone built on a quiet Friday.
A shared mailbox pretending to be a queue
Categories and flags stand in for owners and statuses. It works until two people answer the same email, or nobody does.
A list someone built and nobody maintains
A list or a board can hold requests, but it has no SLA clock, no updates to the requester and no history once the person who built it moves on.
Everyone typed in twice
Your users are already in Entra and your devices in Intune, yet a separate help desk wants them entered again — and then drifts out of date.
How it fits the tenant you already run
Outlook and Exchange mail
- Forward your support mailbox and every email becomes a ticket
- Replies thread back, with Outlook quoting trimmed off
- Subjects like “urgent” or “outage” get a higher priority automatically
- Several mailboxes, each assigned to its own agents or groups
Users from Entra ID (Pro)
- Users sync with name, email, job title, phone and office
- Include guest users, or leave them out
- Optionally invite them to the passwordless portal
- Users removed from Entra are deactivated, unless you turn that off
Devices from Intune (Pro)
- Devices sync with serial, model, OS and primary user
- Compliance, encryption and Defender status on each device
- Each device linked to its user and to the tickets raised about it
- Force an Intune sync or a full Defender scan from the asset
Recovery keys, under control (Pro)
- BitLocker recovery keys for a locked-out user
- The Windows LAPS admin password when you need it
- Limit who can reveal keys to one agent group
- Open the device in Entra or Intune in one click
On your terms
- Sync every 3, 8 or 24 hours, weekly, monthly or by hand
- Your own app registration, in your own tenant
- No agent to deploy and nothing to host
- Read-only, apart from the device actions an agent chooses to run
A front door your users will use
- A passwordless portal: users sign in with a 6-digit code sent to their email
- A knowledge base for the questions that come up every week
- Requesters get your replies by email, no login needed
- iOS, Android and Windows apps for your team
From tenant to working help desk
Forward the mailbox
Point your IT support mailbox at Vertask. New email becomes tickets straight away, on the free plan.
Connect Entra ID
Enter an app registration’s tenant ID, client ID and secret. Users sync in and can be invited to the portal.
Sync your devices
Intune devices arrive linked to their users, with compliance and encryption already filled in.
Work the queue
Tickets, users and devices live in one tool, so who raised it, what they use and what has gone wrong before are all in the same place.
Who it’s for
IT managers on Microsoft 365
A help desk that runs on the directory and device data you already maintain.
Technicians
Recovery keys, device status and the ticket in one tool, instead of three admin centres.
Operations managers who inherited IT
Forward the mailbox today and add the Entra and Intune sync when you are ready.
What’s included
Frequently asked questions
Does Vertask integrate with Microsoft Teams?
Not natively — there is no Teams app today. On the Pro plan, Zapier covers both directions: a message in a Teams channel can become a ticket, and a new ticket can post to a Teams channel.
Can users sign in with their Microsoft account?
Not yet. Users sign in to the portal with their email address and a 6-digit code sent to it, so there is no extra password to manage.
Does automatic forwarding work from Microsoft 365?
Yes, with one setting to check. Microsoft 365 blocks automatic forwarding to outside addresses by default, so an admin needs to allow it for the support mailbox in the outbound spam policy, or use a mail flow rule.
What is free and what is Pro?
Email-to-ticket, the portal and the knowledge base are free for 2 agents and up to 100 users. Entra ID user sync, Intune device sync, recovery keys and Zapier are part of Pro at $12 per agent per month, and every new workspace starts on a 30-day Pro trial.
Does it need an agent or a server?
No. Mail arrives by forwarding, and everything else comes from Microsoft Graph through an app registration in your own tenant. There is nothing to install, host or patch.
What happens when someone leaves?
When a user is removed from Entra ID, their Vertask account is deactivated on the next sync and their tickets and history stay where they are. You can turn that off if you prefer.