Help Desk is a SharePoint app, implementing help desk and knowledge base functionality.
This app allows you:
The site uses regular SharePoint lists to store and manage data. No external data storage or custom interface is implemented. This allows you to easily modify the way the site functions, using just your browser.
The service ticket can be generated automatically and/or manually. To generate a ticket automatically, customers simply need to send an email to the help desk email account, a ticket will be automatically created from that email.
You would want to set up a dedicated mailbox to be used to receive support calls. It’s highly recommended to set up a domain user and mailbox to be used for both outgoing and incoming emails, this is required for the closure confirmation loop to function properly. This functionality allows you to automatically request approval from the customer to close the ticket. The customer can then reply to the request email with Yes/No answer, the ticket is then automatically closed or re-opened based on the response.
Next, change the From account of the 3 alerts configured in the system to the help desk account.
The alerts will now appear to be coming from the help desk account and user replies will be automatically imported into the system.
Next you should set up the email import functionality.
You need to provide the name of the email server (Exchange or POP3), the username and the password. Enter the help desk user credentials you’ve just created. You can also optionally use SSL (secure socket layer) encryption and you might want to delete the email from the server once they are imported.
Once you’ve successfully configured email import, you should remove the web part from the page.
Service Requests list contains your ticket data. It contains all the tickets, regardless of status: new, engaged, resolved and closed. The list contains the following columns:
The Service Requests list forms use two distinct tabs, one for entering initial ticket data and one for documenting the resolution step. One the first tab is accessible when creating new tickets.
There are additional ribbon buttons to provide easy access to various lifecycle steps of the ticket.
Each ticket can have one or more tasks. You can assign tasks to different users and provide different title and due date to each task. Tasks are added from within the service request itself and are managed from within the requests.
The Request Tasks list contains the following columns:
Only when all associated tasks are marked as Completed can you mark the ticket as Resolved.
The knowledge base uses the SharePoint wiki library. Each article is a separate wiki page and can be generated either manually or from an existing ticket. KB articles can have keywords assigned to them, as well as the underlying Request ID.
The Support FAQ helps you manage a list of common questions and answers. Each question can have keywords assigned to it to help making information retrieval easier.
The Help Desk has 3 pre-configured position-specific homepages: