Implementing a help desk in SharePoint using lists and notifications involves creating a dedicated SharePoint site to serve as the help desk portal. Start by setting up a custom list to track help desk tickets. This list should include fields such as ticket ID, description, status, priority, assignee, and any other relevant details. Utilize SharePoint’s built-in workflow capabilities to automate processes such as ticket assignments and status updates. Set up email notifications to alert team members when new tickets are submitted or when there are changes to existing tickets. Additionally, use SharePoint’s permission settings to control who can view and edit the help desk tickets, ensuring data security and privacy. This system will enable efficient tracking and managing of help desk activities, improving response times and service quality.
Custom Development
If the out-of-the-box features are not sufficient, we have templates that can be customized for your organization’s specific needs. These are developed with SharePoint SPFX for the best user experience within SharePoint.
- Ticket Submission Form: A user-friendly form for submitting new tickets. It should include fields for issue description, category selection, priority level, and any attachments.
- Ticket Dashboard: A central place for users to view, track, and manage their tickets. This dashboard can show ticket status (open, in progress, closed), priority, assigned personnel, and estimated resolution time.
- Knowledge Base/Search Functionality: A web part that allows users to search for solutions in a knowledge base. This helps in reducing the number of tickets by providing immediate answers to common issues.
- Admin/Support Dashboard: For support staff and administrators to view all tickets, assign tasks, set priorities, and manage the ticket lifecycle. This dashboard should offer filtering options to sort tickets by status, priority, date, etc.
- Reports and Analytics: A web part that generates reports and analytics on ticket volume, resolution time, recurring issues, and performance of support staff. This can help in identifying trends and areas for improvement.
- Notification System: A system to send automatic notifications via email or SharePoint notifications for ticket updates, status changes, and resolutions.
- Feedback Form: After a ticket is resolved, a form to gather feedback from users about their support experience. This can help in improving the service quality.
- User Management: For admins to manage permissions and roles, ensuring that users have appropriate access to the ticket management system based on their role in the organization.
- Escalation Rules: A web part to define and manage escalation rules based on ticket priority, type, or duration of unresolved status.
- Integration Points: Options to integrate with other systems like CRM, ERP, or external databases for a seamless workflow.
Help Desk Web Part
