Name: HarePoint HelpDesk for SharePoint
Price: 2499 USD
Author: MAPILab

Help Desk

Web and Video Conferencing

Customer Support

AI Code Generation

AI Development

Cross-Browser Testing

Functional Testing

PHP Frameworks

Development

Online Proctoring Software

Education

Business Intelligence (BI)

Case Management

Collaboration

Contract Analysis

Whistleblowing

Enterprise

Accounting

Financial Planning and Analysis (FP&A)

SaaS Spend Management

Travel Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Time Tracking

Workforce Analytics

Workforce Management

Human Resources

API Design

Change and Configuration Management

Cloud Storage

Cybersecurity Consulting

Data Center Backup

Data Center Cooling

Data Preparation

Data Warehouse

DevOps

Embedded Database

Fraud Detection

Function as a Service (FaaS)

Integration Platform as a Service (iPaaS)

Managed Security Service

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

Requirements Management

Sensitive Data Discovery

User Virtualization

Virtualization Management

Website Hosting

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Content Marketing

Customer Advocacy

Email Marketing

Marketing Automation

Mobile Marketing

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Content Management

Sales

Identity Threat Detection & Response Software

Security

Apparel

Aviation

Direct Secure Messaging

Geographic Information

Healthcare Learning Management

Intelligent Document Processing

Mental Health

Practice Management

Simulation

Text Analysis

Vertical-Specific

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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.

Basic

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.

GrooveHQ

osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.

osTicket

HarePoint HelpDesk for SharePoint

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

MAPILab

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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HarePoint HelpDesk for SharePoint

Overview

What is HarePoint HelpDesk for SharePoint?