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.
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
Helpdesk Main Features:
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.
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.
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 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
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.
Easy to configure all app settings.
Enterprise control on all application data and users.
Use all SharePoint capabilities.
The system suggests resolutions automatically
Search for meta-data and content
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
Automatic ticket escalation by managers
Build SLA per specialty, including: Response Time, Fix Time and Verification Time
Service requests escalation
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.
Build multiple ticket templates for custom types of tickets