Overview

Helpdesk Works is a SharePoint Framework (SPFx) tool designed for seamless use in both SharePoint and Microsoft Teams to streamline the management of support requests.

It allows users to submit issues, assign responsibilities, apply filters, and generate Excel reports for efficient tracking and analysis.

Key Features

Centralized Ticket Management: Submit, track, and resolve support requests with an intuitive, user-friendly interface accessible in SharePoint and Teams.

Automated Workflows: Streamline ticket assignments, notifications, and escalations to ensure timely resolution and reduce manual effort.

Custom Categories & Permissions: Define custom ticket categories and subcategories. Fine-tune access with role-based access and permissions.

Real - Time Dashboard: Visualize trends, monitor performance, and export detailed reports for actionable insights.

Seamless Microsoft 365 Integration: Leverages SharePoint for secure data storage and integrates with Outlook for email notifications and Teams collaboration.

Bulk Operations & Data Export: Filter, search, and export ticket data to Excel for in-depth analysis and compliance.

Flexible Deployment: Easily add as a web part to any 'SharePoint Webpart', 'SharePoint Full Page', 'Teams Personal App' or 'Teams Tab', supporting multiple sites and channels.

Comprehensive Admin Tools: Manage settings, categories, and user permissions with a robust admin dashboard.

Integration Highlights

SharePoint Online Compatibility: Installs as a web part on modern SharePoint team sites for seamless access and management.

Teams Support: Add Helpdesk works as a tab in Teams or as a Personal App in Teams, enabling users to submit and track requests without leaving their collaboration environment.

Outlook Integration: Automated email notifications keep users and support staff informed of ticket updates and resolutions.

Installation and Configuration

Requires SharePoint Online and admin access for deployment and setup.

Install via SharePoint's “Add an App” feature and activate in Site Contents.

Configure permissions—Site Owner rights are required for installation and configuration, but both owners and members can access the helpdesk.

Install via Teams “App” feature and activate by adding it as Teams Tab for a Channel of your choose or opening as a Personal App.

Configure permissions—Channel Owners rights are required for installation and configuration for Teams Tab, but both owners and members can access the helpdesk.

Add the web part to any SharePoint page or Teams, complete the setup, and start managing support requests immediately.

Modules Overview

Ticket Dashboard: View, filter, and manage all support requests with visual status indicators.

Request Submission: Users can submit new tickets with detailed descriptions, attachments, and CCs.

Analytics & Reporting: Access visual charts and exportable reports on ticket volume.

Admin Controls: Configure categories, and customize helpdesk settings from a centralized dashboard.

Compatibility

Compatible with SharePoint Online and Microsoft Teams(as a Tab in standard channels or as a Personal App).

Integrates with Microsoft 365 services for authentication and notifications.

Supports role - based access for both owners(admins) and members(end users).

Summary

Empower your organization with a unified helpdesk solution that brings together the best of SharePoint, Teams, and Microsoft 365.

Centralize support requests, automate workflows, and gain actionable insights—all within your existing collaboration tools.

Getting Started

Follow our Installation Guide for easy setup and configuration.

Support

Need help? Visit our Helpdesk Support page for assistance.

Latest change log is available at https://www.chandra.works/helpdesk-changelog.

Helpdesk Works

door SACHA Solutions