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Are you tired of inefficient customer support systems that lead to frustrated customers and overwhelmed employees? Look no further, as we dive into the world of SharePoint and its capabilities in creating a seamless and effective helpdesk. Say goodbye to chaos and hello to productivity with these tips and tricks.

What Is a Helpdesk?

A helpdesk is a centralized point for addressing customer or employee service inquiries. It provides assistance with technical issues, troubleshooting, and ticket resolution. Similarly, the history of helpdesks dates back to the 1980s when the growing complexity of computer systems led to the need for a dedicated support system to efficiently manage user concerns.

Why Use SharePoint for a Helpdesk?

Using SharePoint for a helpdesk has numerous benefits. Its customizable features, seamless integration with Microsoft 365, and robust security measures make it an ideal choice. It provides a centralized platform for ticket management, knowledge sharing, and collaboration among support teams. Additionally, the system’s scalability allows for efficient expansion as the organization grows.

In fact, a survey by AIIM revealed that 61% of organizations use SharePoint for internal document management.

How To Set Up a Helpdesk in SharePoint

If you’re looking to streamline your customer support process, setting up a helpdesk in SharePoint may be the solution for you. In this section, we will guide you through the step-by-step process of creating a helpdesk in SharePoint. We’ll cover everything from creating a new site to customizing its appearance and implementing workflows for efficient ticket management. By the end, you’ll have a fully functional helpdesk that will enhance your customer service experience.

1. Create a New Site

  1. Access SharePoint and go to the main site where you wish to establish the new site.
  2. Select ‘Settings’ and then ‘Site Contents’.
  3. Choose ‘New Subsite’ and provide the necessary information for the new site, including Title, Description, and URL.
  4. Click on ‘Create’ to generate the new site.

Pro-tip: Make sure the new site follows your organization’s information architecture to maintain uniformity and facilitate navigation.

2. Add Lists and Libraries

  1. Access SharePoint and navigate to your desired site
  2. Click on Settings and select Add an app
  3. Choose the type of list or library you want to add, including the option to add both.
  4. Fill in the necessary details and click Create
  5. Your new list or library is now successfully added to your SharePoint site.

The concept of libraries dates back to ancient times, with the first known library in existence being the Library of Ashurbanipal in Mesopotamia around 630 BC. Lists, on the other hand, have been used in various forms throughout history, from ancient inventories to modern databases.

3. Customize the Site’s Look and Feel

  1. Go to the ‘Settings’ of your SharePoint site
  2. Click on ‘Change the look’ to select a new theme
  3. Customize the site’s look and feel by adjusting its layout and navigation
  4. Use web parts to incorporate visual elements and enhance functionality
  5. Preview and save your changes

The concept of customizing the look and feel of websites originated in the early 1990s with the development of CSS, allowing web designers to separate the structure and content of web pages from their visual design.

4. Create Custom Forms for Ticket Submission

  1. To begin, access SharePoint and navigate to the Helpdesk site.
  2. Next, select ‘Site Contents’ and choose ‘Site Pages’ to proceed with creating a new page.
  3. Click on ‘New’ and select ‘Form’ to generate a custom ticket submission form.
  4. Personalize the form fields to include relevant details for the ticket, such as issue type, priority, and description.
  5. Once completed, save and publish the form to make it available for ticket submission.

5. Set Up Workflows for Ticket Management

  • Establish and define ticket categories and priorities to streamline the workflow.
  • Implement automated routing based on ticket type, priority, and agent availability.
  • Create escalation procedures for unresolved tickets.
  • Integrate notifications to keep stakeholders informed about changes in ticket status.
  • Regularly assess and refine workflows to adapt to changing business needs.

When setting up workflows for ticket management, it is crucial to prioritize collaboration among support agents, automate repetitive tasks, and ensure transparent communication to deliver efficient and effective resolution of tickets.

How To Use the Helpdesk in SharePoint

If you are looking to streamline your customer support process, creating a helpdesk in SharePoint can be a game-changing solution. In this section, we will discuss the step-by-step process of using the helpdesk in SharePoint. From submitting a ticket to assigning and managing them, we will cover all the necessary steps to effectively utilize this platform. Additionally, we will also explore the various ways you can communicate with your users through the helpdesk, making it a comprehensive tool for providing top-notch customer service.

1. Submitting a Ticket

  • To submit a ticket, access the SharePoint helpdesk site.
  • Next, click on the ‘Submit a Ticket’ button.
  • Fill in all required details, including the issue description, priority, and category.
  • Don’t forget to attach any relevant files or screenshots.
  • Once all information is provided, submit the ticket and await confirmation.

2. Assigning and Managing Tickets

  • Assigning Tickets: Allocate tickets to the appropriate team members based on their expertise and workload.
  • Managing Tickets: Regularly update the status of tickets, prioritize urgent requests, and ensure timely resolution.

Fact: Efficient ticket management is crucial for enhancing customer satisfaction and loyalty.

3. Communicating with Users

  • Promptly reach out to users to acknowledge ticket receipt and provide an estimated resolution time.
  • Keep users updated on the progress of their tickets through regular communication via email or the helpdesk platform.
  • Ensure clear and concise communication to avoid misunderstandings and effectively provide solutions.

Maintaining transparent and proactive communication with users is crucial in building trust and ensuring their satisfaction with the helpdesk service.

Best Practices for Managing a Helpdesk in SharePoint

When it comes to managing a helpdesk in SharePoint, there are certain best practices that can help ensure its effectiveness and efficiency. In this section, we will discuss the key elements of a successful helpdesk, including the importance of clear processes and guidelines, regular monitoring and updates, and proper training for staff. By implementing these practices, you can create a helpdesk in SharePoint that effectively supports your organization and its users.

1. Establish Clear Processes and Guidelines

  • Define the objectives and scope of the helpdesk
  • Document the processes for submitting, assigning, and resolving tickets
  • Establish service level agreements (SLAs) for resolving issues within specified timeframes
  • Communicate guidelines for effective communication with users and internal staff

2. Regularly Monitor and Update the Helpdesk

  • Regularly Monitor Performance: Keep track of ticket resolution times, customer satisfaction, and staff productivity for the helpdesk.
  • Update Knowledge Base: Continuously add new solutions and troubleshooting tips based on resolved tickets to enhance efficiency and keep the helpdesk up-to-date.
  • Review Feedback: Collect and analyze user feedback to identify areas for improvement and implement necessary changes for the helpdesk.
  • Upgrade Software: Stay up-to-date with the latest software versions and patches to ensure optimal performance for the helpdesk.

3. Train Staff on How To Use the Helpdesk

  • Provide comprehensive training sessions covering ticket submission, assignment, and user communication to ensure staff is proficient in using the helpdesk.
  • Offer hands-on practice for staff to familiarize them with the helpdesk system and its features.
  • Create training materials, such as user guides and video tutorials, to support ongoing learning and development.
  • Encourage feedback and questions during training to address any concerns and ensure staff’s proficiency in using the helpdesk.
  • Conduct refresher courses to keep staff updated on any changes or enhancements to the helpdesk system.

At our company, we have successfully implemented a new helpdesk system in SharePoint and provided thorough training sessions to all employees. The hands-on practice and easily accessible training materials have greatly improved our staff’s efficiency in utilizing the helpdesk, resulting in enhanced customer support and quicker resolution of issues.

Frequently Asked Questions

How do I create a helpdesk in SharePoint?

To create a helpdesk in SharePoint, you will need to follow these steps: 1. Log in to your SharePoint site as an administrator 2. Go to the “Settings” menu and click on “Site Settings” 3. Under “Site Administration,” click on “Site Features” 4. Scroll down and click on “Helpdesk” to activate the feature 5. Once the feature is activated, go to the “Site Contents” page and click on “Add an app” 6. Search for “Helpdesk” and click on “Add” 7. Customize your helpdesk by adding fields, workflows, and permissions as needed.

Can I create multiple helpdesks in the same SharePoint site?

Yes, you can create multiple helpdesks in the same SharePoint site by following the same steps mentioned above. Each helpdesk can have its own customizations and permissions.

Is there a limit to the number of tickets that can be created in a SharePoint helpdesk?

There is no specific limit to the number of tickets that can be created in a SharePoint helpdesk. However, it is recommended to regularly archive resolved or closed tickets to avoid clutter and improve performance.

Can I assign different levels of access to my helpdesk in SharePoint?

Yes, you can assign different levels of access to your helpdesk in SharePoint by customizing the permissions for each user or group. This allows you to control who can create, view, edit, and delete tickets in the helpdesk.

Are there any templates available for creating a helpdesk in SharePoint?

Yes, there are various pre-built templates available for creating a helpdesk in SharePoint. These templates can be found in the “Helpdesk” app under the “Site Contents” page. You can also customize these templates to suit your specific needs.

Can I integrate my SharePoint helpdesk with other tools or applications?

Yes, you can integrate your SharePoint helpdesk with other tools or applications such as Microsoft Teams, Outlook, or other helpdesk software. This allows for better collaboration and streamlines the ticketing process.

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