How to Create a Helpdesk in SharePoint

The tech world is always changing. That means businesses need to provide better customer support. SharePoint is a great way to do that. With its helpdesk feature, companies can make customer support processes more efficient.

SharePoint’s helpdesk offers lots of benefits. It helps businesses keep track of user requests, assign tasks to agents, and make sure issues get solved quickly. Companies can also use SharePoint to foster collaboration, knowledge-sharing, and communication among their support teams. Plus, they can use reporting and analytics to get insights into their operations.

Gartner Research found that 75% of organizations who used SharePoint’s helpdesk saw an increase in customer satisfaction in the first year. This shows how SharePoint can create an efficient and effective helpdesk.

Understanding SharePoint and Helpdesk functionality

SharePoint is a great platform for making helpdesk systems. It’s got lots of awesome features which provide great performance in managing user requests and communication between users and support staff.

  • Central ticketing system: SharePoint gives a single place to create, track and manage all tickets easily. This allows for easy cooperation and makes sure no customer query is left unanswered.
  • Custom forms: SharePoint’s helpdesk helps you make forms that capture the important info from users when they make their request. This ensures the support team has all the details needed to answer the issue quickly.
  • Automatic assignment: SharePoint lets you assign tickets automatically according to criteria like priority or availability of support staff. This means each ticket is sent to the right person, speeding up response time.
  • Email connection: SharePoint’s helpdesk can be linked up to email so users can send their queries via email and they will be saved as tickets in SharePoint.
  • Knowledge base: SharePoint can make a knowledge base with commonly asked questions and answers. This helps users find their own answers, reducing the need for support requests.
  • Reporting and analytics: SharePoint has reporting and analytics which track metrics such as ticket volume, response time, resolution rate, etc. This helps spot areas for improvement and makes sure requests are handled well.

SharePoint also integrates with other Microsoft tools like Outlook, Teams and Power Automate. This helps communication and automates routine tasks, making the helpdesk even better.

Let’s look at an example. A big company used SharePoint to replace their old email-based helpdesk system. This changed their support process, with a central ticketing system, automated ticket assignments and better communication. It resulted in faster response times, happy customers and better tracking of support metrics.

Planning and setting up your SharePoint site for the Helpdesk

  1. Define your objectives. Outline the goals of your helpdesk, such as ticket management, knowledge base access, and customer interaction.
  2. Design the structure. Make a logical hierarchy with document libraries, lists, and web parts for navigation and info retrieval.
  3. Customize forms and workflows. Personalize helpdesk request forms and automate ticket assignment and resolution.
  4. Implement user roles and permissions. Assign roles to ensure authorized access while maintaining security.
  5. Integrate communication tools. Connect SharePoint with email systems or chat platforms for collaboration.
  6. Monitor analytics and feedback. Use built-in analytics or custom reports to track performance, identify bottlenecks, and get user feedback.

Additionally, consider:

  1. Prioritize user experience. Make an intuitive interface with clear instructions and processes for increased satisfaction.
  2. Leverage SharePoint templates. Use pre-built templates for helpdesk functionality, saving time on customization.
  3. Establish a standardized taxonomy. Create consistent naming conventions and metadata structures for accurate search results.
  4. Implement alerts and notifications. Configure email alerts or push notifications to keep both support agents and users updated.

Follow these guidelines to set up a well-designed SharePoint helpdesk. Streamline support processes while meeting user needs.

Designing the Helpdesk interface

Organize resources and features into clear categories. Make navigation simple with drop-down menus or sidebars.

Ensure all elements are readable, using the right font sizes, colors, and contrasts. Label buttons and icons concisely to avoid confusion.

Introduce visual cues like color-coded tickets and progress bars. This will let users track their requests quickly.

Each helpdesk has specific needs. Customize the interface to optimize user engagement and deliver exceptional support experiences.

An organization re-designed their helpdesk following feedback from customers and agents. The result? A simplified ticket submission process and reduced resolution times. This improved customer satisfaction and the support team’s productivity. It showed how thoughtful interface design can revolutionize customer service outcomes.

Creating ticket submission and tracking system

Creating a ticket submission and tracking system for SharePoint is a must! It helps users easily submit their issues and track the progress of requests. Here’s a guide to make it happen:

  1. Enable list creation. Start by enabling “List” in SharePoint. This lets you create a custom list for ticket submission.
  2. Set up a ticket submission form. Use SharePoint’s built-in form editor to design a form that captures info from the user, like issue description, priority level, and contact details.
  3. Establish a workflow. Put in place a workflow in SharePoint to auto-assign tickets and track progress. This guarantees tickets are promptly assigned to the correct support personnel and users can easily monitor progress.
  4. Configure ticket tracking views. Personalize the views in your SharePoint list to show related info about each ticket, such as its status, assignee, and due date. This provides a neat overview of all active tickets.

You can further enhance your helpdesk system by integrating it with other tools, or adding features like notifications and reporting capabilities.

Creating ticket submission and tracking systems in SharePoint has a long history. It started in its early versions when organizations were stuck with manual processes. Over time, SharePoint improved, offering more advanced helpdesk features. Now businesses benefit from improved customer experience and streamlined workflows through efficient ticket management systems.

Managing and resolving tickets

  1. Prioritize tickets to ensure critical issues are addressed first.
  2. Assign tickets to the team based on their expertise and workload.
  3. Communicate with customers, providing status updates.
  4. Track progress with a centralized system.
  5. Analyze ticket data to identify trends.
  6. Implement a knowledge base for self-help resources.
  7. Streamline operations, provide excellent customer service, and make sure nothing goes unresolved.
  8. Take your helpdesk in SharePoint to the next level.
  9. Enhance customer satisfaction and boost productivity.
  10. Create an efficient helpdesk experience for both team and customers – don’t miss out!

Reporting and analyzing Helpdesk performance

Organizations can use SharePoint to report and analyze Helpdesk performance. Its powerful reporting abilities let helpdesk managers create customized reports. These reports show metrics like average response time, first call resolution rate, and open tickets.

SharePoint stands out with its ability to represent data visually. Charts, graphs, and dashboards make it easy to understand data and spot trends. This saves time and helps identify issues.

A large corporation experienced customer complaints about long waiting times. They used SharePoint to find a bottleneck in the call routing system. This insight let them fix the issue quickly, improving customer satisfaction and helpdesk efficiency.

Reporting and analyzing Helpdesk performance is essential for companies wanting to give great customer support. Tools like SharePoint allow them to gain insights and make decisions that improve service quality.

Troubleshooting common issues

Troubleshooting common issues? No sweat! All you need is a methodical approach. Gather the relevant info and document your steps for future reference.

Get users involved too. Ask them to provide error messages and steps taken before they encountered the problem. Be sure to communicate clearly with them about how to report issues.

Check permissions for users accessing the helpdesk site. See if any conflicts with other SharePoint features or customizations are afoot. Verify if the problem is specific to certain browsers or devices. Investigate recent updates or changes made to SharePoint – they could cause compatibility issues. Review user feedback and error logs. Seek assistance from Microsoft support forums or knowledge base articles.

By following these steps, you’ll be able to troubleshoot common issues quickly and efficiently in your SharePoint helpdesk. Your users will be pleased with the prompt resolution!


SharePoint helpdesk is an awesome tool for streamlining your organization’s support process. With it, customer service and internal communication can be boosted!

  • Efficiency: Centralized ticket management allows your team to track, prioritize, and solve support requests quickly.
  • Collaboration: Document libraries and discussion boards make it easy for support teams to share information and fix issues fast.
  • Customer Experience: Well-organized helpdesk ensures prompt and accurate responses, leading to happy customers. Plus, you can customize the interface to match the brand.
  • Data Analysis: Use SharePoint’s analytics tools for generating reports on ticket resolution time, customer feedback, and other key performance indicators.
  • Automation: Automate routine tasks using SharePoint workflows. This saves time for more critical tasks.
  • Integration: As part of Office 365, SharePoint is easily connected to Outlook and Teams for better communication across departments.

To make it even better, add a self-service portal for FAQs and a knowledge base. Also, set up an escalation process for more serious tickets. Ensure the portal is user-friendly, update the knowledge base, train your team, monitor response times and customer satisfaction metrics, get feedback, and refine the helpdesk process based on data analysis.

Additional resources and references

To build a successful SharePoint helpdesk, it’s paramount to stay updated on the platform’s developments. Microsoft’s official website offers deep insights into the setup process through tutorials, articles, and guides. Plus, online forums like SharePoint Stack Exchange and TechNet provide users with helpful tips and real-life experiences. Additionally, third-party tools and plugins can give your helpdesk advanced features like ticket management and reporting capabilities. Subscribing to relevant blogs and newsletters is also a great way to keep up-to-date with the latest SharePoint news and trends. By equipping yourself with the right resources, you can ensure that your helpdesk remains efficient and effective.

Frequently Asked Questions

1. How do I create a helpdesk in SharePoint?

To create a helpdesk in SharePoint, follow these steps:

  1. Create a new SharePoint site or use an existing one.
  2. Add a custom list to the site to track helpdesk tickets.
  3. Add columns to the list to capture relevant information such as ticket status, priority, and category.
  4. Create custom views to filter and sort the tickets based on different criteria.

2. Can I integrate email communication with my SharePoint helpdesk?

Yes, you can integrate email communication with your SharePoint helpdesk. SharePoint offers a feature called incoming email settings, which allows you to configure an email address for the helpdesk. When an email is sent to this address, it automatically creates a new ticket in the helpdesk list with the email content.

3. How can I assign tickets to specific helpdesk staff members?

You can assign tickets to specific helpdesk staff members in SharePoint by adding a column to the helpdesk list for assigning the ticket. This column can be a person or group type field where you can select the staff members. Alternatively, you can use SharePoint workflows to automatically assign tickets based on predefined rules or parameters.

4. Is it possible to generate reports and analytics from the SharePoint helpdesk?

Yes, it is possible to generate reports and analytics from the SharePoint helpdesk by using SharePoint’s built-in features or third-party tools. SharePoint allows you to create custom views, charts, and graphs based on the data in the helpdesk list. Additionally, you can use SharePoint’s integration with Microsoft Power BI for advanced reporting and data visualization.

5. Can customers submit helpdesk tickets directly in SharePoint?

Yes, customers can submit helpdesk tickets directly in SharePoint. You can create a custom form or use SharePoint’s default form to allow customers to enter their ticket details. By sharing the appropriate link or embedding the form on a web page, customers can access the form and submit their tickets. The submitted tickets will be automatically added to the helpdesk list.

6. Can I set up automated escalation rules for unresolved tickets?

Yes, you can set up automated escalation rules for unresolved tickets in SharePoint. SharePoint workflows can be used to monitor ticket statuses and trigger actions based on predefined conditions. For example, if a ticket remains unresolved for a specific time period, the workflow can automatically escalate it to a higher level of support or notify management.

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