Best Collaboration Software for Small Business in 2025

Key user tickets to train support teams on
To prepare support teams for the post-launch flood of tickets, focus training on the most common issues that arise when users first start using Teams. The following are typical areas of user friction, along with specific support training points for each: 

• Login and access issues
• Audio, video, and meetings
• Notifications
• File sharing and access
• User adoption and best practices

Training and resource plan
A comprehensive training program for your support team should be rolled out before the Teams launch to prepare for the expected ticket volume.

• Phase 1: Foundational training
• Phase 2: Live readiness
• Phase 3: Post-launch

For free team communication in 2025 platforms like Slack, Microsoft Teams, Google Workspace, and Zoom are the best.

To train your support teams for the rollout of Zoom Workplace, focus on preparing them for tickets related to common initial user challenges and the platform's more advanced features. Incorporate hands-on, multi-format training, create a robust knowledge base, and develop clear escalation paths.

• Develop a structured training program: Combine multiple formats to address different learning styles.
• Build a comprehensive knowledge base: Equip your support team with a central, searchable repository of information.
• Create clear escalation paths: Not every issue can be resolved at the first level of support.
• Prioritize clear communication: Maintain transparent communication with your support staff and end-users.
• Leverage data and feedback: Continuously analyze ticket data and feedback to refine your training and resources.

To restrict Microsoft Teams features to a pilot group, IT administrators must utilize a combination of Microsoft 365 and Teams admin policies. The most reliable method is to create custom policies, assign them specifically to a pilot group in Microsoft Entra ID (formerly Azure AD), and set the global policy to a more restrictive default. This strategy directly controls feature access and is more reliable for Teams than relying on developer-controlled feature flags.

To prove that a Gmail update improved team productivity without increasing risk, you need to track and correlate key performance indicators (KPIs) from both productivity and security perspectives. Use Google's built-in reporting and analytics, supplemented by internal surveys and security tools, to establish a baseline and measure changes after the update.
Productivity KPIs

• Measure email efficiency

Track how the update changes email usage and efficiency using Google Workspace analytics and user surveys.

• Analyze collaboration impact

Determine how the Gmail update facilitates collaboration by integrating with other Google Workspace tools.

• Gather user feedback

Qualitative data is crucial for understanding the human impact of the changes.

Security KPIs

• Monitor security posture

Evaluate if the update has exposed new vulnerabilities using the Google Admin console's built-in security tools.

• Track threat detection

Measure the effectiveness of new threat prevention features in the updated Gmail.

• Verify user and data access

Ensure that the update hasn't unintentionally broadened access to sensitive information.