Name: Microsoft 365 Help Desk Ticketing System
Price: 49 USD
Rating: 8.2 (5 reviews)
Author: Veelead Solutions

Help Desk

Web and Video Conferencing

Customer Support

Learning Management

Education

AI Document Creation

Business Intelligence (BI)

Calendar

Collaboration

Environmental, Social, and Governance (ESG)

Enterprise

Accounting

Financial Planning and Analysis (FP&A)

Merger and Acquisition

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

HR Service Delivery

Job Board

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Server

Blockchain Analysis

Cloud Management

Cloud Storage

Composable Infrastructure

Container Security

Data Center Backup

Data Integration

Electronic Data Interchange (EDI)

Enterprise Printing

Event Monitoring

Fraud Detection

Function as a Service (FaaS)

Industrial IoT

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

Managed Detection and Response (MDR)

Managed Security Service

Mobile Device Management (MDM)

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

SQL Server Performance Monitoring

Secure Web Gateway

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Community

Content Management

Creative Management

Customer Advocacy

Email Marketing

Influencer Marketing

Market Research

Marketing Automation

Marketing Resource Management

Mobile Marketing

Social Media Management

Survey & Forms Building

Tag Management

Web Analytics

Marketing

Interactive Whiteboard

Project Management

Professional Services

Call Recording

Customer Relationship Management (CRM)

Sales Dialer

Sales

Application Security

Cloud Security Posture Management

Security

Card Management

Clinical Data Management

Donor Management

Text Analysis

Warranty Management

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Front

The Microsoft 365 Help Desk Ticketing System is a solution designed to establish seamless communication between employees and help desk agents. It provides an internal help desk system that handles issues or requests from employees across all departments. According to the vendor, this cloud-based ticketing system is suitable for small, medium, and large-sized companies and caters to various professions and industries including IT, human resources, administration, customer support, and facilities management.

## Key Features

**Cloud-based help desk system**: According to the vendor, the Microsoft 365 Help Desk Ticketing System is a cloud-based solution that allows users to access and manage tickets from anywhere, at any time.

**Organize your tickets into groups**: Users can easily organize their tickets into different groups based on categories or departments, making it easier to track and manage specific types of requests, as claimed by the vendor.

**Ability to mark top priority requests and statuses**: According to the vendor, users can mark certain tickets as top priority, ensuring that urgent requests are addressed promptly. Additionally, the system allows for the tracking of ticket statuses, providing visibility into the progress of each request.

**Knowledge base to reduce repetitive requests**: The system includes a knowledge base feature where users can access articles, FAQs, and other resources to find answers to common questions. According to the vendor, this helps reduce repetitive requests and empowers employees to find solutions on their own.

**Cross-device accessibility**: The Microsoft 365 Help Desk Ticketing System can be accessed from various devices, including desktops, laptops, tablets, and smartphones, as claimed by the vendor. This ensures that users can submit and track tickets regardless of their location or device.

**Microsoft account Single Sign-On (SSO)**: According to the vendor, users can log in to the help desk system using their Microsoft account credentials, streamlining the authentication process and providing a seamless user experience.

**Reduce agent response time**: The system is designed to streamline the ticketing process, enabling agents to respond to requests more efficiently, as claimed by the vendor. This helps reduce response times and potentially improves overall customer satisfaction.

**Unlimited ticket volume**: According to the vendor, there are no limitations on the number of tickets that can be created and managed within the system. This allows organizations to handle a high volume of requests without any constraints.

**Easy integration with other enterprise systems**: The Microsoft 365 Help Desk Ticketing System can be easily integrated with other enterprise systems, such as SharePoint and Microsoft Teams, as claimed by the vendor. This enables seamless data flow and collaboration across different platforms.

**Use built-in reports on Power BI**: The system provides built-in reports that can be accessed through Power BI, allowing administrators to gain insights into help desk team performance, ticket trends, and other key metrics, according to the vendor's claims.

Basic

MSP - Pro

MSP - Power

MSP - Growth

IT Department - Professional

IT Department - Expert

IT Department - Master

Gorgias, headquartered in San Francisco, builds a multi-channel helpdesk integrated with e-commerce merchants'​ back-office. It allows merchants to manage all their support from one place. Gorgias connects all business apps and all communication channels to provide support agents a unified view of their customers. It sets auto-responses to common customer requests.

Advanced

Custom

Microsoft 365 Help Desk Ticketing System

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.

Veelead Solutions

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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Microsoft 365 Help Desk Ticketing System

Overview

What is Microsoft 365 Help Desk Ticketing System?