Support tickets raised, assigned and tracked to closure
Helpdesk is a ready-made ticketing product for internal support in SharePoint Online. Employees raise a ticket, it goes to the right person by category and location, and its status and updates are tracked until it is closed.
Talk to us about Helpdesk
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What it does
Six things it does for your support team
It handles the ticket from the request to closure.
Ticketing
Log, categorise, prioritise and assign every ticket.
Raise by app or email
Tickets can be started in the application or by email.
Assignment by category
A matrix sends each ticket to the right person by category, sub category and location.
Status tracking
See what is open and in progress at any time.
Email notices
Updates and assignments reach people by email.
Dashboards
Assigned tickets and my tickets in separate lists.
Raise a ticket
Describe the problem in one form
A ticket takes a subject, contact email, location, category, sub category and priority, with a document and a description. The assignee route shows who will receive it.
- Subject and contact email
- Location, category and sub category
- Priority
- Document and description
- Assignee shown
Dashboard
Tickets assigned to you and tickets you raised
Assign Tickets lists the tickets waiting for you, and My Tickets lists the ones you raised. Each row has the ticket number, contact email, subject, category, priority and status.
- Assigned tickets and my tickets
- Ticket number and subject
- Priority and status of open or in progress
- Create Ticket button
Work a ticket
Update the status and reply
The assignee reads the ticket, sets the status and adds a comment. The person who raised it is told by email.
- Ticket details
- Status
- Comment
- Email notice
Assignment
Assign by category and location
The Assign Matrix Master lists who receives tickets for each category, sub category and location. Add a row from the side panel.
- Category and sub category
- Location
- Assignee for each combination
- Add Row panel
Who it is for
Built for
IT and support teams. Facilities and administration. Employees who raise issues. Managers who watch open tickets.
- Tickets that reach the right personAutomatic assignment sends each ticket to the right team.
- Deadlines watchedSLA alerts warn before a ticket is overdue.
- Answers people can findA knowledge base lets users solve common problems themselves.
- Feedback on every ticketUsers rate each resolution, and the results feed your reports.
How it works
How a ticket moves
These are the steps a ticket follows, from raising it to closing it. Your teams and SLA times are set during installation.
Raise
A user submits a ticket by email or in the app.
Assign
The ticket goes to an agent by category or by hand.
Resolve
The agent works the ticket while the user sees status updates.
Close
The ticket is closed and the user can rate the service, or reopen it.
Helpdesk: questions we hear often
What is a helpdesk?
A place where people raise support requests, and the support team tracks them until they are solved.
How do I raise a ticket?
Choose Create Ticket, fill in the subject, category and priority, add a description and submit.
Who gets the ticket?
The assignment matrix sends it to a person by category, sub category and location.
Can I attach a file?
Yes. The ticket form has a document field.
Can I see the status of my ticket?
Yes. My Tickets shows each ticket with its status.
Do people get an email?
Yes. Emails go out when a ticket is raised or updated.
Where does our data stay?
In your own SharePoint Online, inside your Microsoft 365 tenant. The product is installed there, and AscenWork has no access to your data.
How do people sign in, and what licence is needed?
People sign in with their Microsoft 365 account. The product is built on SharePoint Online, so you need an active SharePoint Online licence. It uses the Microsoft 365 licences and infrastructure you already have.
Can it be changed to fit our process?
Yes. Every installation is configured to your process: your forms, steps, roles and approvers. If you need something beyond the standard product, our technical team checks the scope and what is feasible, and we quote those changes separately so you can decide.
What does an installation include?
Setting up the environment, loading your master data, and setting user permissions and menu permissions to follow your company policy.
Do you train our team?
Yes. We provide training and documentation for the product we deploy, a train-the-trainer programme for your own team, and video training for the modules.
How secure is it?
It runs on Microsoft 365, so it uses the security features of your licence, such as role-based access, multi-factor authentication, conditional access, audit logs and external sharing controls. Which of these you have depends on your Microsoft 365 licence, and Microsoft governs them.
Who supports it after go-live?
You can run it with your own team, or add optional managed support from AscenWork for fixes, small changes and reviews. To report an issue, write to support@ascenwork.com and a support executive will pick it up.
Can it run on SharePoint Server instead of SharePoint Online?
It is built for SharePoint Online. For SharePoint Server 2016 or 2019 we can try it, and a few changes may be needed. Tell us what you run and we will confirm.
How do we get a price?
Talk to us. We listen to how your process works today, then send a written quote that covers the product set-up for your tenant and any custom changes as separate lines.
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