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HelpDesk

Handle Your Employees And Clients Trouble Tickets And Fulfill Their Service Requests

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Sharepoint Helpdesk App

  • 100% SharePoint hosted app. You own your data; no data leaves your Office 365 tenant.
  • For IT, HR, legal, finance and more.
  • Supports Sharepoint 2016+ and Office 365
  • Supports English and Arabic languages
  • Supports all browsers
  • Integration with Active Directory
  • Mobile Responsive App
  • SharePoint and Office 365 ITIL-compliant add-in


If you don't have Office 365, start from here


Adapts to your team


Background and Overview

Recently, many companies are heading to move their systems to the cloud and slowly getting rid of on-premises systems with its overhead, in order to bring the focus on their core business. Microsoft office 365 (O365) offers several cloud services to assist companies in achieving so.

Background And Overview Why SteadyPoint Helpdesk Features Contact Us Wiki
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SteadyPoint helpdesk; is an ITIL compliant SharePoint Add-in built using native SharePoint components that can be used by service desk employees as Office 365 ticketing system, Office 365 service desk add-in, or Office 365 help desk to support customer/employees trouble tickets and fulfill their service requests.


Helpdesk Main Features:




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Problem Catalog

Create a custom problem catalog that matches all the issues you expect your users to face. With up to 3 layers in the problem hierarchy (Area, Type and sub-Type), you can tailor the system to fit your exact needs.



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Service Requests

Create a catalog of service requests each with its own workflow and managerial approval.



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Teams

Build teams to tackle the issues set-up in the problem catalog. You can specify teams to deal with generic issues or create more in-depth teams capable of dealing with the most niche issues your customers and users face.



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Admin Center

With easy to use app settings, the HelpDesk Admin has enterprise-level control on all application data and users.



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Knowledge Base

As you start to close tickets, the system automatically creates a knowledge base for preserving the information for future scenarios. You can also manually add to the base from a pre-existing knowledge base.



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SLA

With the option to customize your SLA time-delivery, your system fits your needs and those of your customers. Set-up reminders for your technicians so that no ticket is left behind or create escalations for more urgent cases. With email notifications and a cap on the number of these reminders/escalations you can create a system where every problem is dealt with and nothing gets left out.



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Calendars

Two or more helpdesk technician shifts? You can configure multiple HelpDesk calendars for those working overnight or on a different schedule than the default working calendar. That way the right schedule can be applied to the right person at the right time and your users won’t be submitting tickets to someone who’s not working.



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Automatic Routing

A three-pronged routing engine allows for the customization of the problem handlers: Whether it’s a straight-forward assignment, a team-based, whoever picks it up deals with it or a manager who assigns the work, HelpDesk’s routing engine has you covered.



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User Hierarchy

A four-level user hierarchy that allows you to create teams with site-specific management or team-specific management.



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Sites

If you have multiple branches each with its own HelpDesk team or multiple departments each requiring its own HelpDesk team, you can create different sites each with a site manager capable of overseeing their own separate operation.



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Customer Portal

For those contacts outside your SharePoint/O365 network that require access to your HelpDesk portal; you can assign these accounts to your portal through their personal emails that differ from your current domain email.



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Ticket Template

Customize your ticket creation process with additional information. Use these templates for any problem that requires further information than the base template.



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Re-opening Tickets

Need to take a second look at a closed ticket and re-evaluate it? You can do that with the click of a button.



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Tickets Auto-Close

If you don’t have the time to go back and close finished tickets, the system can do it for you. Any ticket left open after the fix has been implemented and verified, the ticket auto-closes within 2 days (by default and can be adjusted based on your needs).



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Skype Calls

Taking advantage of the Office 365 integration and make Skype calls to ticket authors using the ticket form.



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Discussion Board

A problem shared is a problem halved! If multiple people need to work on a particular problem, they can use the discussion board to comment on any particular aspect of the ticket, or to document any updates with regards to the ticket.



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“Delegate Tasks

You were assigned a task that you weren’t supposed to get? Have a day off and can’t respond to a ticket? Need someone else to handle the problem? You can delegate the ticket to a different person to handle it for you.



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Notifications

The system will notify you at a moment’s notice when you’re assigned a new task with a pop-up about your newly acquired task. And to make doubly sure that you received the task, an accompanying email will be sent to your associated inbox.



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External Contacts

If you need to configure the system for use with your own clients (or clients from outside the SharePoint/Office 365) to be able to author tickets, you can set-up the external contact database by assigning an email address for them to send the problems to, and the system automatically creates the ticket for you.



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User Profile Fields

By pulling information from the active directory the system can provide ticket author details (such as name, department, phone number … etc) automatically.



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RAG Board

Ticket status color indicators; Green for those still within the SLA designated period, Amber for tickets within 24 hours or less of the SLA designated period, and Red for tickets that passed the SLA period.



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Reporting

From ticket and performance reports to MTTR reports, you can view detailed reports of how your entire operation is doing. And if that’s not enough for you, you can export ticket data to Microsoft Excel and create charts to your hearts content!



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Manual Routing

If your team is too small for any of the three approaches in featured in automatic routing, you can configure the system to allow ticket authors to specify ticket handler from the ticket creation menu.



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Approvals

For service requests, you can sit-up a chain of managers who need to authorize a request.



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Routing

2 types of ticket routing: automatic for larger teams and manual for smaller teams.



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Open Ticket via Email

Without needing to resort to the HelpDesk portal, you can submit tickets to the HelpDesk system by sending the ticket content and any possible attachements via an email, and the system automatically retrieves the ticket, routes it to the appropriate team. You can do this from any email address.



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Mobile Responsive

The entire HelpDesk platform is mobile-friendly, so you can keep track of all your tasks on the go.



SteadyPoint help desk collects tickets from different sources such as:

Self-service portal to listen for problems/complaints/requests of your employees and customers.

Receive calls from your customers and employees then transform them to tickets.

Monitor several email addresses/mailboxes and create new tickets in different queues.

Collect complains from your social media channels (e.g.: Facebook, twitter) and transform them to tickets.

Collect cases from your CRM and transform them to tickets.


Why SteadyPoint Helpdesk

SteadyPoint Helpdesk does not reinvent the wheel, it completes the cycle of business operations in Office 365. And it does that without requiring datacenters, security procedures, servers, backups, disaster-recovery plans or additional investment in new IT employees.

Workflows and Flows in SharePoint, along with Helpdesk’s features, would allow a corporate to control the lifecycle of automating company operations using Office 365 services.


See also 8 Best advantages of choosing Help Desk in Office 365


Here's what we do that you won't find elsewhere

We implement custom permissions on tickets, which means that users can’t see other users’ tickets.

We offer routing algorithm which automatically assigns the ticket to the correct team based on the ticket info. No need to choose the “Assigned to” by the user, this is configured by the admin.

We offer workflow automation to automate handling the ticket and provide accurate reporting.

When escalation is configured, we retrieve the manager automatically from SharePoint UPS.

All our system components are encapsulated in the Office 365 Add-in, no lists are created outside the Add-in.

Features

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Problem Catalog

  • Easy to create problem types and sub types depending on your industry.
  • 3 levels of classifications and specialties.
  • Can build team for each specialty and problem type.

Build Teams

  • Build teams per Specialty/Site/Department/Location/Region
  • A team can be single user or group of users
  • Permission model per team / site and for individual user
  • Can specify a routing option for each team or each site
  • Create calendar for each employee that contains business and working days

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Mountain View

Flexbile Hierarchy Of Users

  • The admin can build organizational hierarchy of users (Optional).
  • The system has the following user roles: super admin, site admin (optional), team leader, visitor. And member.
  • All users are integrated with Office 365 active directory.
  • Customer/Partner Portal – users from outside your Office 365 subscription such as clients, vendors, partners, ….etc can have access to ticketing app through Office External Users, they can create new tickets, engage with already raised tickets, and show statistical reports.

Admin Center

  • Easy to configure all app settings.
  • Enterprise control on all application data and users.
  • Use all SharePoint capabilities.

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Mountain View

Knowledge Base

  • The system suggests resolutions automatically
  • Search for meta-data and content
  • Filter/Group meta-data
  • Access authenticated data

Escalations, Reminders and SLA

  • Specialty driven escalations and reminders
  • A CAP can be selected to specify the maximum number of reminders and escalations that can be triggered for ticket
  • Recurring options
  • Automatic ticket escalation by managers
  • Build SLA per specialty, including: Response Time, Fix Time and Verification Time
  • Service requests escalation

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Mountain View

Routing Options

  • Specialty and Site driven routing
  • 3 routing types (Direct assignment, Resource pool, and SPOC)
  • Assign tickets to single user (Direct assignment)
  • Assign tickets to group of users (Resource pool)
  • Assign tickets to single point of contact who will re-assign the ticket to others (SPOC)

Open Ticket via Email

  • No need to open helpdesk site
  • Include email content and attachments
  • Retrieve ticket owner from email
  • Route the ticket to suitable team
  • Can open ticket from Office 365 email account or personal email like Gmail
  • Get all user data automatically then attach them into the raised ticket


* This feature uses tenant Microsoft flow plan.

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Mountain View

Ticket Template

  • Build multiple ticket templates for custom types of tickets
  • Supports Text, Choice, Number, Date/Time, Note, Person/Group
  • Enforce validation

Service Requests

  • Build catalogue of services such as: Asking for help, Account Creation/Deletion/Modification, Grant/Revoke permissions, Backup/restore data, Change Requests, Ask for training …etc.
  • Build template, approval workflow for each service
  • Choose the team who will fulfill the service

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Mountain View

Additional Features

  • Tickets Re-open
  • Tickets Auto-close
  • Open Skype calls within ticket form
  • Integrated with SteadyPoint Assets Tracking add-in
  • Tasks delegation
  • Export To Excel
  • Email and browser notifications
  • External contacts database
  • User profile fields mapping
  • RAG board - showing 3 indicators of tickets by SLA status of Green (within SLA) Amber (anything with 1 day or less before breach) and RED (Breached tickets)

Reporting

  • MTTR (Mean Time To Resolve)
  • Ticket volume trends
  • Ticket distribution trends
  • Performance KPIs
  • SLA compliance rate
  • Also you can build your custom reports

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Extend Office 365 Services

SteadyPoinnt app is fulley integrated with all other office 365 services such as:

  • Skype
  • Microsoft Teams
  • Microsoft Dynamics
  • Yammer
  • SharePoint

Open Ticket via Outlook

  • Outlook help desk plugin is an add-on solution for Microsoft Outlook that makes it very easy for your support team to transform emails to tickets.
  • Provides the ability to create trouble tickets from emails.
  • Transform your received emails to helpdesk tickets directly from Outlook.
  • Automatically map email data to corresponding ticket data.


* This feature uses Azure instance.

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Mountain View

Integration

No-code approach that connects to hundreds of popular apps and services using Microsoft Flow.

Contact Us





Please don't hesitate to contact us for any query or question



info@steadypoint.net