Build teams consisting of one or more office 365 users, per specialty/site/department/location/region or however you want to assign the members of a team to handle trouble tickets. From this point, the help desk will be notified of the new request and respond accordingly. This part takes a bit of user training; the help desk representative will need to edit the list item, assign it to a member on their team, and set a follow-up date . Include only the fields that the user is expected to fill out and leave out the rest; soon, we will look at how to pull the user input of this form into sharepoint. The sharepoint helpdesk app offers the highest level of security and ensures that all the data that’s entered into the software remains safe at all times. Designed with a number of features like multi-factor authentication, strong passwords, and data encryption to keep your data extremely safe, sharepoint helpdesk software is an excellent choice for your business.

I'm not looking to replace spiceworks, but would like to possible implement a ticketing system on a per sharepoint site basis. In power automate, you can customize exactly how the email notification experience works. Change choice options for your fields – for example, you might want the “category” field to have the options “windows issue”, “office 365 issue”, “need new hardware”, etc.

This simplifies the ticketing process to a great deal since you or a manager in the respective team is not required to manually distribute tickets to agents. The sharepoint helpdesk software also helps employees to view and track their tickets easily. Senior managers should be able to perform information mining to seek out trends and other hidden measures such as response and resolution duration. Sharepoint helpdesk Analyzing these mathematical values for cues are critical to devise an effective strategy for helpdesk best practices. In a nutshell, an ideal issue tracking system should aid in extracting mission critical information and intelligence that will enable better decision- in the team and organization. In our issue tracking system, we have implemented two kind of reporting tools – summary reports generator and olap statistics and reporting.

Another thing that will be cool for your help desk sharepoint list is the ability to track comments. For example, say, one of the fields in your help desk list is the comments field. As the ticket is assigned and re-assigned, people need to update the comment section. In this case, you will need append changes to existing text feature. It’s real easy to set it up – to learn how to do this – click here. Sharepoint has emerged as an excellent solution to build a full-fledged help desk system.

With up to 3 layers in the problem hierarchy (area, type and sub-type), you can tailor the helpdesk add-in to fit your exact needs. You will be notified whenever a new ticket is created and directly assigned to you for ticket validation, handling and more. Select the office 365 users who will have access to the helpdesk system and customize the accessibility level of the different stakeholders. The helpdesk app is a very stable and convenient to use, I am very happy to use it the most great feature in this software is create ticket using email and microsoft power automate its very useful. It staff can access the secure staff portal through microsoft teams or sharepoint.