×

HelpDesk

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



Start Free Trial Schedule A Demo
×

Sharepoint Helpdesk App

  • For use by both internal departments and for external customers.
  • 100% SharePoint hosted app. You own your data; no data leaves your Office 365 tenant.
  • For IT, HR, legal, finance and more.
  • Supports Office 365
  • Supports all browsers
  • Single sign-on with other Office 365 services
  • Integration with Active Directory
  • Open for Integration with any system
  • 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

In recent years many companies started moving their systems to the cloud and slowly getting rid of on-premises systems with its overhead, in order to bring focus to their core business. Microsoft office 365 (O365) offers several cloud services to assist companies in that task.

Background And Overview Why SteadyPoint Helpdesk Features Contact Us Wiki
1 / 10
2 / 10
3 / 10
4 / 10
5 / 10
6 / 10
7 / 10
8 / 10
9 / 10
10 / 10

SteadyPoint helpdesk; is an ITIL compliant SharePoint Add-in built using native SharePoint components that can be used by service desk employees as an Office 365 ticketing system, Office 365 service desk add-in, or Office 365 help desk to support customers/employees with their trouble tickets and fulfill their service requests.


Helpdesk Main Features:


Hover here
Hover here


Girl in a jacket


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.



Girl in a jacket

Service Requests

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



Girl in a jacket

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.



Girl in a jacket

Admin Center

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



Girl in a jacket

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.



Girl in a jacket

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.



Girl in a jacket

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.



Girl in a jacket

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.



Girl in a jacket

User Hierarchy

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



Girl in a jacket

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.



Girl in a jacket

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.



Girl in a jacket

Ticket Template

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



Girl in a jacket

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.



Girl in a jacket

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).



Girl in a jacket

Skype Calls

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



Girl in a jacket

Discussion Board

When creating a discussion board, you can collaborate with other stakeholders/managers on any open ticket. You also receive a notification and an email when someone leaves a comment in the discussion board.



Girl in a jacket

“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.



Girl in a jacket

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.



Girl in a jacket

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.



Girl in a jacket

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.



Girl in a jacket

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.



Girl in a jacket

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!



Girl in a jacket

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.



Girl in a jacket

Approvals

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



Girl in a jacket

Routing

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



Girl in a jacket

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.



Girl in a jacket

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 information from different sources and turns them into tickets:

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

Receive Phone 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 system 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 only the relevant users can view and access tickets.

We offer routing algorithm which automatically assigns the ticket to the correct team based on the ticket information.

We offer workflow automation that allows you to automate ticket handling and provides more accurate reporting.

Automatic manager retrieval from the SharePoint UPS for ticket escalation and permissions.

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


Features

Mountain View

Problem Catalog

  • Easy to create problem catalog with a 3-levels of classification: areas, types and sub types that can be customized depending on your own organization.

Build Teams

  • Build teams consisting of one or more users, per specialty/site/department/location/region or however you want to assign the members of a team.
  • A team can be single user or group of users.
  • Permission model per team/site and for individual users.
  • Select the appropriate routing method for each team or based on each site.
  • Create calendar for each employee that contains business and working days

Mountain View
Mountain View

Flexbile Hierarchy Of Users

  • All users are integrated within the Office 365 Active Directory (AD).
  • The Helpdesk Administrator can build an organizational hierarchy of users (optional) with the following user roles: Super Admin, Site Admin (optional), Team Leader, Member and Visitor.
  • Customer/Partner Portal – For users outside of your office 365 subscription, such as clients, vendors, partners … etc. that require to your Helpdesk, take advantage of the Microsoft “External Users” feature to add them to your system, with their own email accounts, and allow them to create new tickets, engage with already raised tickets and view statistical reports.

Admin Center

  • Easy to configure app settings.
  • Enterprise-level control on all application data and users.
  • The ability to use all of the capabilities of SharePoint.

Mountain View
Mountain View

Knowledge Base

  • The system adds any closed ticket to the knowledge base for future knowledge storage.
  • Add your own pre-existing items to the knowledge base.
  • Automatic resolution suggestions from the system when raising a new ticket.
  • Search for metadata and content and filter/group metadata.
  • Access authenticated data.

Escalations, Reminders and SLA

  • Problem ticket and service requests escalations.
  • Specialty driven escalations and reminders.
  • A maximum number of reminders and escalations that can be triggered for a ticket can be set with a cap.
  • Escalations and reminders can be configured to become recurring for a ticket.
  • Automatic ticket escalations to managers.
  • SLA can be customized for response time, fix time and verification time.

Mountain View
Mountain View

Routing Options

  • Specialty and Site driven routing.
  • 2 routing types: automatic and manual.
  • Automatic routing allows for the assignment of tickets to a single user (direct assignment), a group of users (resource pool assignment) or a single person of contact whose job is to re-assign the tickets to the appropriate persons (SPOC assignment).
  • Manual routing for smaller teams, where the ticket author can select the assignee directly from the ticket creation screen.

Open Ticket via Email

  • Open tickets without using the Helpdesk portal.
  • Includes email content attachments.
  • The system retrieves the ticket owner from the email and routes the ticket to the most suitable team.
  • Open tickets from any email account.
  • Retrieve user data automatically and attach it to the raised ticket.


* This feature uses your tenant’s Microsoft Flow Plan.

Mountain View
Mountain View

Ticket Template

  • Build ticket templates for custom types of tickets.
  • Supports rows of text, numbers, date/time, choices, notes (long text) and person/group (Active Directory users lookup).
  • Enforce validation where required.

Service Requests

  • Build a catalog of any services your business depends on, such as account creation/deletion/modification, grant/revoke permissions, requesting leave/vacation … etc.
  • Customize templates and approval workflows for each request.
  • Turn the service request into a problem ticket by assigning a team to handle it.

Mountain View
Mountain View

Activities

  • Each ticket comes with an activities tab.
  • Create new activities for every ticket, including:
    • Tasks - (for follow-ups, appointments, calls, emails)
    • Reminders - (for assignee and others)
    • Approvals - (from specific person or approval templates)

Reporting

  • Ticket volume and distribution trends.
  • Performance KPIs.
  • MTTR (Mean Time To Resolve) reports.
  • SLA compliance rate reports.
  • Export data to Excel to build your custom reports.
  • PowerBI Integration to build your custom reports in addition to PowerBI templates as part of SteadyPoint package.

Mountain View
Mountain View

One with the Office 365 Ecosystem

Steadypoint Helpdesk is fully integrated with all of the services within Office 365, including but not limited to:

  • Skype
  • MS Teams
  • MS Dynamics
  • Yammer
  • SharePoint
  • And more!

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.

Mountain View
Mountain View

Integration

  • No-code approach that connects to hundreds of popular apps and services using Microsoft Flow. Explore connectors on Microsoft Flow
  • Office 365 REST APIs giving clients a consistent way to bi-directional integration, More ...

Additional Features

  • Re-opening closed tickets.
  • Tickets Auto-close.
  • Starting a Skype call from within the ticket form.
  • Integrated with SteadyPoint Assets Tracking add-in.
  • Tasks delegation.
  • Export To Excel.
  • Email and browser notification.
  • External contacts database.
  • Mapping of user profile fields.
  • RAG board displaying SLA status: Green (Well within SLA), Amber (1 day or less before SLA elapses) or Red (SLA passed, ticket overdue).
  • Supports English and Arabic languages
  • Canceling Tickets
  • Reassign Tickets by Manager
  • Reopened Tickets: Track and Report

Mountain View



So you've gotten this far, what are you still waiting for? If you have Office 365, click here to try SteadyPoint Helpdesk for free!

Contact Us





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



sales@steadypoint.net