HarePoint HelpDesk for SharePoint

HarePoint HelpDesk for SharePoint is a powerful tool that allows you to manage a request processing system, offering support for both customers and employees.

It allows you to actively monitor the incoming support requests, sort and update the information on the technical service load.

The tool allows you to create a monitoring service in Microsoft SharePoint 2010 and 2013, to improve customer support for technical requests, as well as manage various assets.

The program allows you to sort and process the new requests being received from three sources. It can store the requests received by email in EML format, as well as manage the tickets created by website form or by phone.

HarePoint HelpDesk for SharePoint allows you to manage both a Technician’s Console, in which the members of your team can insert the requests received by phone.

An alternative is the User Console, a service that corresponds to an online platform, in which the customers can fill in a form on a dedicated website.

The program can automatically sort the requests received by this means, considering their priority, category and product. The customers can attach screenshots or other documents to support their claim.

As soon as a request is created, it is indexed by HarePoint HelpDesk for SharePoint and any responses or comments from technicians are associated with it.

The built-in set of rules allows the program to automatically perform quality control and analyze the cases of incident escalation.

The process is integrated with SharePoint Designer workflows, which allows you to customize the ticket management procedure and timeline.

HarePoint HelpDesk for SharePoint is a native SharePoint utility, based on the technologies used with the website creator software.

It is suitable for both intranet structures and extranet sites, offering support for user authentication. Moreover, the integrated templates can help you create and manage the user request/ticketing system, by reducing the time spent with configuration.