Features

Powerful ticket management with email integration

Feature

The heart of the every Help Desk system is the ticketing system, used as a central point for all pending and resolved issued. Help Desk for SharePoint  incorporates team oriented, collaborative ticketing systems, which enables you to shorten the response time and provide accurate answers. It supports multi level support structure ant integrates email routing by automatically converting emails to tickets.

Sits on top of your SharePoint infrastructure

Feature

From the user standpoint, this is a fully featured Help Desk software, but technically it is a SharePoint addon which brings you significant cost savings and eases administration. Leverage your existing investment into SharePoint infrastructure, authentication and security to create a central Help Desk portal with existing SharePoint features including user profiles, search and Business Intelligence. If deployed to Microsoft Office 365, Microsoft takes care of your infrastrucure - you simply enjoy our Help Desk.

Familiar SharePoint user experience

Feature

Organizations using SharePoint can benefit from Help Desk for SharePoint by rapidly shortening the learning curve and enhancing new software adoption. It uses familiar SharePoint user interface and therefore requires minimum or no training. Employees will find all the options and menus in the same places they are already used to.

Advanced Reporting, Analytics and KPI's

Feature

You can use built-in SharePoint functionalities or other 3rd party SharePoint reporting tools to monitor Help Desk for SharePoint. Even the basic set of reporting features is sufficient to find out how your support team is performing, what are the bottlenecks and weak links.

"Eye-candy" views with built-in KPI are built-in as well, allowing you to easily track progress of all open incidents, create dashboards and much more.

Automated templates and processes

Feature

Over 67% of all help desk inquiries are recurring questions. With Help Desk for SharePoint, all inquiries can be answered by using predefined responses and templates, decreasing the response time and the amount of upper-level support costs.
Batch actions are also implemented - you can quickly respond, reassign, or update a group of requests from any filter. All escalation, reassignment, and notification procedures can be automated as well..

Easily Customizable

Feature

In order to make the product more flexible with no additional devlopment required, we have made many items easily customizable by end users:

  • Alerts
  • Group notifications
  • Reminders
  • Lists Workflows

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