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Office 365 Help Desk User Manual

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Content

This training manual is focused on providing information and hands-on steps to assist end-users and admin in using “Helpdesk” Add-in , explaining the ways of creating a new ticket about an issue the employee is facing, and how to keep eyes on it and tracking it.

This tutorial contains three sections:

Helpdesk Overview

At the core of IT service management is the ticketing solution used to manage the incoming flow of tickets. The ticket is then routed, has an SLA applied, and is worked upon in innumerable ways based on the type of ticket.

Help Desk enables you to:

Tickets can be linked to service request, change requests, as well as existing assets. The resulting knowledge or root-cause can be captured in a knowledge base. assets are tracked throughout their life cycle, and any changes or incidents related to them are automatically recorded.

This is the lifecycle of each ticket:

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Why SteadyPoint Helpdesk

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 offers several cloud services to assist companies in achieving so.

First, SteadyPoint Helpdesk does not reinvent the wheel. it completes the cycle of automating business operations in Office 365 instead. Another privilege worth considering is that SteadyPoint Helpdesk doesn’t require datacenters, security procedures, servers, backups, disaster-recovery plans, or investment for 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.

Here are some of Helpdesk key values:

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By SteadyPoint

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