Service Desk Hub

Service Desk Hub is a SharePoint Framework (SPFx) solution for SharePoint Online that helps IT and support teams run a modern helpdesk and IT service management (ITSM) workspace - incidents, service requests, problems, changes, SLA tracking, knowledge base, and reporting - directly within Microsoft 365.

Deploy the solution once to your SharePoint Online tenant app catalog, add the web part to any modern SharePoint page or publish it as a full-page app, and run the built-in setup wizard to automatically provision the required SharePoint lists. Service Desk Hub provides a self-service Help Center for end users, agent queues and ticket detail views, dashboards and analytics, SLA policies and breach tracking, knowledge base articles, announcements, configurable forms and templates, role-based access, workflow email notifications, report builder with CSV export, and an audit log - while keeping all data securely within your Microsoft 365 tenant.

Ideal for

IT departments, internal helpdesks, managed service providers, HR and facilities support teams, and any organization that needs ITIL-style ticket management on Microsoft 365 without a separate SaaS platform.

Key Features

• Self-service Help Center with guided ticket submission, My Tickets, and in-app notifications
• ITIL ticket types: incidents, service requests, problems, and changes
• Agent queues: all tickets, assigned to me, incidents, requests, SLA breached, archived, and more
• Ticket detail with conversations, activity history, quick actions, and internal notes
• Staff dashboard with KPI cards, charts, and drill-down into queues
• SLA policies, priority matrix, and breach visibility
• Knowledge base articles and organizational announcements
• Configurable categories, priorities, statuses, tags, teams, and form templates
• Role-based access: end users, agents, and administrators with a permission matrix
• Workflow email notifications for assignments, replies, status changes, and SLA events
• Report builder and analytics with CSV export
• Optional AI-assisted categorization and help chat (bring your own provider key)
• Guided setup wizard that provisions all required SharePoint lists on first run

Microsoft Teams Integration

After deployment, administrators can use Sync to Teams from the SharePoint App Catalog to make the solution available in Microsoft Teams as a personal app or channel tab. Users access the same Help Center, tickets, and agent tools within Teams - with navigation optimized for the Teams host (hamburger menu and in-app breadcrumbs in embedded tabs). SharePoint Online remains the system of record.

Email Notifications

Service Desk Hub supports flexible workflow email delivery. Choose the option that best fits your environment in Settings → Email Integration:

• Microsoft Graph (tenant-resident, default): Notifications are sent from the signed-in user's Exchange Online mailbox. A tenant administrator approves Microsoft Graph Mail.Send once in SharePoint Admin Center → API access. Mail never leaves your Microsoft 365 tenant.
• Chronodat Mail API (optional): Chronodat's hosted mail service sends notifications with zero tenant configuration. Requires an active Chronodat subscription. When enabled, notification recipients, subject, and message body are transmitted to the Chronodat mail service.
• Power Automate (advanced): Not shipped with the product. You build and configure your own flows. No Mail.Send approval is required in this mode.

The app installs and runs without configuring email; only workflow notifications require a delivery option.

Security & Data Residency

• 100% tenant-resident: All tickets, comments, knowledge base articles, configuration, and audit data is stored in standard SharePoint lists inside your Microsoft 365 tenant
• No external data transfer by default: Default Microsoft Graph delivery keeps notification email inside your tenant
• Microsoft 365 security inherited: Uses SharePoint permissions, Microsoft Entra ID authentication, conditional access, and DLP policies
• Audit trail: Actions are captured through the built-in audit log, SharePoint version history, and Microsoft 365 audit logs
• You own the data: Uninstalling leaves your SharePoint lists and data intact

Component Information (SPFx component types in this package)

• Client-side web part - "Service Desk Hub" - for modern SharePoint pages and (via Sync to Teams) Microsoft Teams channel tabs and personal apps
• Full-page app - the same "Service Desk Hub" web part published as a SharePoint full-page application (SharePointFullPage host) for a dedicated full-width service desk workspace

Prerequisites

• Microsoft 365 with SharePoint Online (SharePoint Server / on-premises is not supported)
• Tenant administrator permissions to deploy SPFx solutions to the app catalog
• Modern SharePoint sites (a dedicated subsite is recommended)
• Microsoft Exchange Online mailboxes (for Microsoft Graph workflow email notifications)
• Microsoft Teams (optional) for Teams integration

Limitations & Out of Scope

• SharePoint Online only - not supported on SharePoint Server or on-premises farms
• One license per site collection - data and configuration are scoped to the licensed site collection
• Setup wizard required - a site owner or administrator must run first-time list provisioning before most features are available
• Scheduled SLA / escalation / archive jobs - optional Power Automate flows or an open agent session; see product documentation
• Role-based data visibility - members see scoped records; agents and administrators see broader or organization-wide data

Recommended Browsers

• Microsoft Edge
• Google Chrome

Licensing

One license is required per SharePoint site collection (unlimited users in that site collection). A fully featured 14-day free trial starts on first use. After the trial, the subscription is $999 per site collection per year. Subscribe through Chronodat to continue using Service Desk Hub on that site.

Get Started

Click Get it now to start your 14-day free trial. Deploy the solution to your Microsoft 365 tenant App Catalog, add the web part to a SharePoint page (or publish as a full-page app), and launch the built-in setup wizard. After the trial period, the subscription is $999 per site collection per year, with unlimited users in the licensed site collection.

Help & Support

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