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.
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:
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.
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.
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.
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.
Customers/Partners/Vendors can now go beyond just creating tickets via email, they can now have dialogue with Helpdesk technicians using email messages, and the technicians can reply to them! Plus the dialogue that occurs is logged on the ticket for documentation purposes.
By sending approval email, the external users can verify ticket resolution through email.
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 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
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.
Easy to configure app settings.
Enterprise-level control on all application data and users.
The ability to use all of the capabilities of SharePoint.
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.
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.
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.
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.
Each ticket comes with an activities tab.
Create new activities for every ticket, including: