SteadyPoint Help desk supports English, German, French, Spanish, Italian, Dutch, Polish, Arabic, Portuguese, Russian, Swedish, Danish, Norwegian and Turkish.
Your data is entirely hosted on SharePoint online in your Office 365 tenant, we keep none of it
SteadyPoint Helpdesk is an ITIL-Compliant Office 365 Add-in, designed with the best practice guidelines in mind.
SharePoint add-ins are GDPR compliant and fall under HIPAA coverage.
All your trouble tickets can be collected through our easy-to-use portal in Office 365, submitted by the users themselves or on behalf of them, or through your users sending tickets via email with the trouble ticket information. Using REST API’s and Office 365 Flow, you can start creating tickets from your own systems
Manage your service desk by sending the ticket to the appropriate problem handling team through one of two approaches
You are now ready and can put your different team members to work on the Help Desk tickets. You can follow-up on tickets, communicate with the ticket author for more details on the matter at hand, open discussions with internal users and write down tasks in the activity log.
Helpdesk provides tools for you to track performance and determine bottlenecks in the workflow. You can view detailed ticket reports, detailed performance report (comparing SLA to actual results) and MTTR reports. You can also view reports per customer. On top of all of this, you can export your data to excel for further report customization, or use our pre-built templates designed for Office 365 PowerBI
You will be instantly notified when a new ticket is created in Helpdesk, both through a real-time notification in the Helpdesk portal and an automated email sent to you the moment a new task has been assigned, that way you can remain up to date with your latest tasks in real-time.
You will be notified whenever a new ticket is created and directly assigned to you for ticket validation, handling and more.
With the activities log found inside every ticket, you can keep track of all the activities associated with that particular ticket. Some of the things you can keep detailed notes for include:
Helpdesk offers customizable escalations and reminders, allowing your Office 365 users to know when something has been left unattended.