Apps 365

SharePoint Ticketing System – Helpdesk 365

Relax and transform your support team’s efficiency and customer satisfaction with our seamless SharePoint ticketing system. Our fully automated Microsoft helpdesk 365 software minimizes manual effort by automating ticket routing, prioritization, and resolution, enabling your team to deliver exceptional support with ease.

Helpdesk

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Why SharePoint ticketing system by Helpdesk 365?

Auto escalate tickets

Automate repetitive tasks like ticket routing, prioritization, and resolution to reduce manual workload and increase efficiency.

Customizable Workflows

Design and customize comprehensive workflows to match your unique business processes and specific support requirements.

Integration with Existing Systems

Easily integrate with your current CRM, ERP, and communication tools, ensuring a smooth transition and unified operations.

Focus on what ‘s necessary: SharePoint IT Ticketing System

Revolutionize your workflow management with Apps365’s cloud-based SharePoint IT ticketing system. It automatically organizes tickets by priority, category, time, and status, streamlining your processes. The intuitive SharePoint portal allows easy request submission through email or an embedded web part, ensuring a smooth experience for your team. Integrated with Microsoft Teams, it provides conversational support and facilitates seamless collaboration across departments. This powerful tool enhances request tracking and monitoring, boosting productivity and customer satisfaction across IT, HR, and beyond.

SharePoint Ticketing System: Focus on what you need​

Comprehensive Ticket Management Features

Expand your IT Service Management capabilities with Helpdesk 365’s advanced features:

  • Collaborative Ticket Handling
  • Joint Ticket Management
  •  Accurate Time Logging
  • Versatile Ticket Templates
  • Custom Field Options
Ticket-management

Enhance Operational Efficiency with SLAs in our Cloud-Based HR Ticketing System

Experience enhanced service delivery with apps365’s cloud-based Office 365 ticketing system, fortified by robust SLAs. Our platform ensures consistent and dependable service, instilling confidence and satisfaction among customers. Leveraging detailed reporting and analytics capabilities within SharePoint, apps365 monitors performance against SLA (Service Level Agreements) benchmarks, identifies opportunities for enhancement, and continuously optimizes support processes to elevate service quality

SLA

Customize Your SharePoint Helpdesk for Seamless Operations

Tailor your support experience with our versatile office 365 ticketing system, powered by a robust SharePoint integration. Efficiently distribute team tickets, prioritize tasks, and streamline email notifications effortlessly. HR Helpdesk acts as a catalyst for boosting team productivity, allowing you to configure settings that align perfectly with your operational needs. Optimize your team’s workflow, enhance response times, and foster a supportive environment that exceeds end users’ expectations.

Security & Access Management

Transform Your Support with Cutting-edge Microsoft Teams Ticketing System Features

Empower Your Customer Support with Our Comprehensive Microsoft Teams Ticketing System and IT Ticketing System, Elevating Productivity to New Heights. Clients can effortlessly initiate ticket requests and receive instant updates on their status via our intuitive platform. Our SharePoint helpdesk goes beyond simple ticket tracking—it proactively helps users identify solutions. Employees benefit from quick access to historical data through a robust knowledge base, accelerating issue resolution and ultimately minimizing new ticket submissions.

Support

Enhanced Security for Identity and Access Management

Our SharePoint IT ticketing system offers a secure environment strengthened by robust identity and access management features. Microsoft 365 employs a defense-in-depth strategy at the service level, integrating multiple layers of security across physical, logical, and data realms. These measures, complemented by stringent operational practices, safeguard your SharePoint Helpdesk ticketing system against threats and unauthorized access, providing a resilient and secure foundation. For detailed insights into our security protocols, please reach out to apps365.

Security

Transform Customer Support and Drive Operational Excellence with IT & HR Helpdesk

Experience more than just a helpdesk—IT & HR Helpdesk is your all-encompassing digital customer service platform designed to elevate experiences. Harness insightful reports to gauge customer satisfaction and optimize team performance effectively. Uncover actionable insights that lead to immediate enhancements, ensuring a seamless and gratifying journey for both your teams and clients alike.

Boost Productivity
Rules and automation

Drive Efficiency with Customized Rules and Automation

Discover enhanced operational efficiency with apps365’s groundbreaking innovation: the ‘Rule & Automation’ feature. This advanced capability redefines client interaction and streamlines ITSM operations by prioritizing customization. With its intuitive interface, the ‘Rule & Automation’ feature empowers you to create rules that surpass conventional methods. Automatically generate tickets, assign VIP requests to designated agents, smoothly close or escalate issues, and seamlessly route tickets with limitless conditions tailored to your specific business needs. This not only optimizes workflows but also ensures every ticket receives prompt attention, saving valuable time and resources across your organization.

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Connect Helpdesk with your other apps

Connect Helpdesk 365 with other apps

Helpdesk 365 Plans

Standard

$1199

per user / month, billed yearly

Standard Plan Features

Plus

$2499

per user / month, billed yearly

Everything in Standard and…

Premium

$4499

per user / month, billed yearly

Everything in Plus and…

Enterprise

$6499

per user / month, billed yearly

Everything in Premium and…

What's more ?

Free Support

Get 24/5 email support for all plans at no additional cost.

Premium Support

Avail enhanced support and get your questions answered faster. Learn more

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Frequently Asked Questions

Helpdesk software is designed to streamline and manage technical support and customer service. It offers various functionalities to assist organizations in handling user issues, inquiries, and requests efficiently. Here’s an overview of its key uses and features:

Key Uses of Helpdesk Software:

Ticket Management:

Tracks and manages customer support requests (tickets) from submission to resolution.

Automates ticket assignment and categorization based on predefined rules.

Customer Support:

Facilitates communication between support staff and customers.

Provides tools for responding to inquiries, troubleshooting problems, and providing solutions.

Knowledge Base Management:

Allows creation and maintenance of a repository of articles, FAQs, and guides for self-service support.

Reduces the volume of repetitive queries by directing users to existing solutions.

Workflow Automation:

Automates routine tasks such as ticket routing, escalation, and notifications.

Ensures that support processes follow best practices and SLAs (Service Level Agreements).

Reporting and Analytics:

Provides insights into support metrics like response times, resolution rates, and customer satisfaction.

Helps in identifying trends and areas for improvement in the support process.

Multichannel Support:

Supports various communication channels including email, chat, phone, and social media.

Centralizes interactions from multiple sources into a single system for better management.

User Management:

Manages user roles and permissions to control access to different parts of the system.

Ensures security and proper handling of sensitive information.

Customer Feedback:

Collects feedback from customers regarding their support experience. Provides tools to measure and improve customer satisfaction.

A SharePoint helpdesk is crucial for customers (employees or users) as it directly impacts their experience and satisfaction with IT services. Here’s how:

1. Efficient Issue Resolution

Timely Support: Provides a structured process for users to report issues and get them resolved quickly, reducing downtime.

Transparency: Users can track the status of their requests, providing visibility into the resolution process.

2. Improved Communication

Centralized Platform: Acts as a single point of contact for all IT-related issues, making it easier for users to know where to go for help.

Automated Notifications: Keeps users informed about updates on their tickets, reducing the need for follow-up inquiries.

3. Enhanced User Experience

Self-Service Options: Often includes a knowledge base or FAQ section that allows users to find solutions to common problems without waiting for IT support.

User-Friendly Interface: Provides an intuitive interface for submitting and tracking tickets, making the process simpler and less frustrating for users.

4. Consistent and Reliable Support

Standardized Processes: Ensures that all issues are handled according to predefined procedures, leading to more consistent service quality.

Service Level Agreements (SLAs): Adherence to SLAs ensures that issues are resolved within agreed timeframes, improving reliability.

5. Accountability and Tracking

Clear Ownership: Tickets are assigned to specific IT staff, ensuring clear accountability for resolving issues.

Historical Data: Maintains a history of all tickets, allowing users to refer back to past issues and resolutions if needed.

6. Empowerment through Information

Knowledge Base Access: Users can access documentation and guides that empower them to solve minor issues on their own.

Training and Resources: Provides resources and training materials that can help users understand and use IT systems more effectively.

7. Feedback Mechanisms

User Feedback: Allows users to provide feedback on the support received, leading to continuous improvement in service quality.

Satisfaction Surveys: Can include surveys to gauge user satisfaction, helping IT teams understand and address user needs better.

8. Cost and Time Efficiency

Reduced Downtime: Quick resolution of issues minimizes downtime, increasing overall productivity.

Automated Solutions: Automation of common issues (like password resets) saves time for both users and IT staff.

9. Customization and Flexibility

Tailored Workflows: Can be customized to fit the specific needs of the organization and its users, ensuring that the helpdesk aligns with business processes.

Integration with Other Tools: Integration with other systems and tools enhances the overall user experience and provides a seamless support environment.

The basic function of a SharePoint ticketing system is to streamline and manage the process of tracking, handling, and resolving IT-related issues or requests. Here’s a breakdown of its core functionalities:

1. Ticket Creation

· User Submission: Users can submit tickets via forms, email, or a portal.

· Automated Ticket Creation: Tickets can be automatically created based on predefined triggers (e.g., emails, system alerts).

2. Ticket Management

· Categorization: Tickets are categorized based on the type of issue (e.g., software, hardware, access issues).

· Prioritization: Tickets are assigned priorities (e.g., high, medium, low) based on urgency and impact.

· Assignment: Tickets are assigned to specific IT staff or teams for resolution.

3. Tracking and Workflow

· Status Updates: Tracks the status of tickets (e.g., open, in progress, resolved, closed).

· Workflow Automation: Automates the workflow based on rules (e.g., escalation if not resolved within a certain timeframe).

· Notifications: Sends alerts and updates to users and IT staff about ticket status changes or required actions.

4. Resolution and Documentation

· Solution Documentation: Records the solutions or actions taken to resolve issues.

· Knowledge Base: Allows for the creation of a knowledge base for common issues and solutions.

5. Reporting and Analytics

· Performance Metrics: Provides reports on various metrics (e.g., response times, resolution times, ticket volumes).

· Trend Analysis: Analyzes trends to identify recurring issues or areas for improvement.

6. Integration and Customization

· Integration: Can be integrated with other tools (e.g., email, CRM systems) for seamless operation.

· Customization: Allows customization of forms, workflows, and fields to fit specific organizational needs.

7. User Interaction

· Self-Service Portal: Provides users with a portal to check ticket status, search for solutions, or request help.

· Feedback Collection: Gathers feedback from users on the resolution process and service quality.

SharePoint helpdesk ticketing system helps organizations manage IT service requests effectively, ensuring timely resolution and improved user satisfaction.

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