Media Fusion Inc. (headquarters: Kita-ku, Osaka City) will start providing version 1 of the 'MF User Support Management DX System,' a Teams app that automatically constructs customer-specific inquiry windows on Microsoft Teams and integrates ticket management, document sharing, and progress management, from July 31, 2026.

By simply entering information into the customer registry, a customer-dedicated Teams environment can be automatically generated, reducing the operational burden of setting up support desks, responding to inquiries (ticket management), sharing materials, and managing progress.

Starting in August 2026, demo environments will be available for loan.

▶ For inquiries, please contact us here

● Background (Challenges in Support Operations)

In user support operations, it is necessary to continuously manage the history of inquiry responses (ticket management), assign personnel, visualize progress and status, and share related documents. However, with conventional support management and ticket management operations, the following challenges often arise.

Information is scattered across inquiry management, file sharing, email, and chat, making it difficult to grasp response situations and related materials in an integrated manner. It is difficult to track past response history and the background of judgments. When personnel change, it takes time to hand over responsibilities. As the number of users increases, the cost of dedicated tools expands.

Our company has also used the widely used issue management SaaS 'JIRA' for development and maintenance operations. However, for customer-specific document sharing, handover of deliverables, organization of maintenance-related documents, and continuous information sharing with customers, JIRA alone was not sufficient, and we have supplemented it with folder sharing on SharePoint and email.

● Realizing Support DX with Teams

To realize Support DX, our company has focused on Microsoft Teams, which is widely used as a communication platform for daily operations, and has been testing its application to support operations in the field. As a result, we have completed the 'MF User Support Management DX System,' which integrates customer-specific windows, related documents, personnel assignments, and progress management, with inquiry response history management (ticket management) as the starting point.

● Features and Benefits

Adding support targets is completed with template input: By simply entering information into the customer registry template, the creation of customer-dedicated Teams teams and the distribution of Teams apps are automatically performed, allowing operations to start immediately. Using Teams as a customer-specific window prevents the dispersion of responses: The situation and history from ticket (inquiry) registration to response and closure are clearly visualized on Teams. Customers, support personnel, and overall support managers share information in the same place: Multiple personnel on the customer side can participate in Teams, allowing inquiries and sharing of materials to be conducted by all parties in one place. Even if the personnel change, the quality and progress of responses do not deteriorate: Personnel assignments, status management, work hours, PRJ number assignment, and daily report creation can be managed in a series of flows. Leveraging existing Microsoft 365 environments to suppress the increase in operating costs: By utilizing existing Microsoft 365/Teams, the increase in costs linked to the number of people, as seen in business-specific SaaS, can be suppressed. Support for foreign staff: Supports Japanese, English, and Vietnamese, and can automatically display furigana for Japanese kanji. Foreign staff can easily share information with customers and Japanese staff, and smoothly proceed with inquiry responses and work reports.

● Usage Image

In this system, a dedicated Teams team is created for each customer or product, and customers, support personnel, and support managers share information in the same environment. Customers register tickets, support personnel record response content and progress, and support managers can comprehensively grasp the response status, personnel assignments, progress, and man-hours of each team.

● Expected Use Cases

This system is suitable for creating dedicated Teams teams per customer/product unit and integrating the management of inquiries, documents, personnel, progress, and man-hours by the support provider side. Even with teams including foreign staff, smooth information sharing with customers and Japanese staff is possible through multilingual support and Japanese furigana display.

System development companies/System operations: Create support windows for each maintenance contract party and share inquiries, trouble responses, related documents, and response history with customers. SaaS/Cloud providers: Create support windows for each customer and manage inquiry history and version information. Manufacturing (Product Support): As a support window for large products, centralize the sharing of technical documents and inquiry responses. System management departments of universities, local governments, and private companies: Create support windows for business system operation departments within the organization and share the history of inquiries and trouble responses regarding networks, vulnerabilities, and system integration issues.

● Product Overview

Product Name

MF User Support Management DX System

Main Functions

1. Ticket (Issue) Registration and Management: User ticket issuance, history management, and aggregation of response content are performed on Teams. 2. Status/Progress Visualization: Users can view response status on Teams. 3. Personnel Assignment and Escalation Management: Assignment and handover from the support window to workers are performed. 4. Work Hours, PRJ Number, and Daily Report Management: Workers' PRJ-separated man-hours and work results are recorded, allowing managers to manage progress and project accounting. 5. Automatic Creation of Customer/Product-Specific Teams Environments: Teams team creation and distribution of Teams apps (issue management, online manuals, various file sharing, user participation applications) are automatically performed from the customer registry template in the management portal. 6. Management Data Items are Freely Configurable: Using our company's 'Power Apps Automatic Screen Generation Tool,' management items and input screens can be flexibly changed based on the data structure design document. 7. Integration with Our Company's 'MF Self-Defense Type Server Integrated Monitoring System': Log files of monitored systems can be automatically registered in specified folders on Teams and can be issued as tickets (▶ For details of the comprehensive monitoring system, please refer here). 8. Support for Foreign Staff: Supports multilingual (Japanese, English, Vietnamese) and can automatically display furigana for Japanese kanji.

Provided Form

Package sales to be installed on Microsoft 365

Required Licenses

Power Automate Premium 1 License (for execution account)

Target Users

Companies and organizations that provide customer support, help desks, and IT support (system development companies, SaaS/cloud service providers, product support departments of manufacturing companies, etc.)

Price Range

500,000 yen (excluding tax) and above (We have prepared four plans based on the function configuration, ranging from basic reception and recording to progress management, man-hour management, and multilingual support). Annual maintenance contract available Please consult us according to the configuration and scale

▶ Please contact us

Release Date

July 31, 2026 (Demo environment: Loan starts in August 2026)

▶ Please refer to here for details of the MF User Support Management DX System

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  • Source: PR TIMES
  • Category: New Product