HarePoint HelpDesk for SharePoint

HarePoint HelpDesk for SharePoint is a help desk solution designed specifically for SharePoint. According to the vendor, it provides organizations of various sizes with the tools they need to efficiently manage and track support tickets, automate workflows, and deliver customer service within their SharePoint environment. This solution caters to professions and industries such as IT departments, customer support teams, human resources, facilities management, and educational institutions.

Key Features

Ticket Management: According to the vendor, users can create and track support tickets within SharePoint, assign tickets to specific agents or teams, set priorities and due dates, add attachments and notes, and escalate tickets if needed.

Automated Workflows: The vendor claims that users can create custom workflows to automate ticket routing and escalation processes, define rules and conditions, automate ticket assignment based on agent availability or expertise, and send automated notifications and updates to ticket requesters.

Knowledge Base: The vendor states that users can build a centralized knowledge base to store solutions to common issues, enable self-service by allowing users to search for answers, link knowledge base articles to support tickets for quick reference, and easily update and maintain the knowledge base with version control.

SLA Management: According to the vendor, users can define service level agreements (SLAs) for different ticket types, set response and resolution time targets, track SLA compliance, and escalate tickets that breach SLA thresholds for prompt resolution.

Customizable Dashboards and Reports: The vendor claims that users can create personalized dashboards to display key metrics and ticket statuses, generate customizable reports to analyze ticket trends and agent performance, view real-time data and monitor ticket queues and response times, and export reports in various formats for further analysis and sharing.

Email Integration: According to the vendor, the solution integrates with Microsoft Exchange to convert incoming emails into support tickets, automatically route emails to the appropriate ticket queue, reply to and update tickets directly from within the email client, and sync email conversations with ticket history.

Service Request Catalog: The vendor states that users can create a catalog of predefined service request templates, allow users to submit service requests through a user-friendly interface, automate the creation of support tickets from service requests, and streamline the request fulfillment process with standardized workflows.

Service Level Agreement (SLA) Monitoring: According to the vendor, users can monitor SLA compliance in real-time, receive notifications for SLA breaches, view SLA metrics and performance reports, and analyze trends to identify areas for improvement.

Integration with SharePoint: The vendor claims that the solution seamlessly integrates with SharePoint for a unified user experience, utilizes SharePoint's security and permission settings for ticket access control, leverages SharePoint workflows and automation capabilities within HarePoint HelpDesk, and allows users to access ticket data through SharePoint lists and libraries.

Mobile Access: According to the vendor, users can access HarePoint HelpDesk from mobile devices, view and manage tickets on the go, receive push notifications for ticket updates, and collaborate with team members and respond to tickets from mobile devices.