Knowledge base / Helpdesk
Helpdesk
Portal, queue, SLAs in business hours, routing, approvals, email to ticket and the Copilot agent. 36 articles, version 1.0.0.
Getting started 1
Installation 1
Using the app 14
- Portal homeThe branded help centre employees start from: announcements at the top, knowledge-base search, one catalogue tile per ca…
- Raising a requestOne form for everything: category catalogue, service and sub-service, rich-text description with drag-and-drop attachmen…
- My requestsEvery request a person raised or watches, in one list: open, resolved, closed, shared with me, and all requests, with se…
- Request viewA request as the requester sees it: the public conversation, status and handler, the reply box, attachments and the sati…
- Satisfaction surveyThe survey sent automatically when a request is resolved: a rating (stars, faces or thumbs), follow-up questions that ad…
- Knowledge baseSelf-service answers with categories and featured articles. Voting helpful / not helpful (with an optional comment) teac…
- ApprovalsCategories can require approval by a named person or by the requester's manager (from the SharePoint user profile). The …
- DashboardAll the charts, in tabs, under a navy band with highlights: the few things worth knowing first, in plain sentences, each…
- Ticket queueThe agent work list: built-in views with live counts (My open, Watching, Unassigned, My teams, All open, Awaiting approv…
- Ticket workspaceEverything about a ticket on one screen: public replies and internal notes with @mentions, canned responses with placeho…
- Kanban boardDrag cards between status columns. SLA timers pause while a ticket waits for the customer. Use it for stand-ups; use the…
- Notifications & remindersAn in-app bell (polling) for assignments, replies, @mentions, SLA events, approvals and surveys — plus personal reminder…
- ReportsTables and exports only (the charts live on the Dashboard), under a report cover: the period, the key figures in large t…
- Satisfaction dashboardCSAT %, average score, response rate, low scores and open follow-ups; trends and distribution; results by agent, team an…
Administration 13
- General & brandingOrganisation and portal text, support email, ticket number prefix, brand colour, time zone, logo and banner, features, w…
- Categories & servicesCategories are the service catalogue tiles: team, default priority, approval requirement and portal visibility. Services…
- Teams & agentsTeams with members, leads and an assignment strategy; agents with role, availability, skills, open-ticket caps and signa…
- Request forms & custom fieldsThe standard form, plus optionally one form per team (department) with its own fields and header message. Drag to reorde…
- Priorities, SLA & business hoursEach priority has a first-response and a resolution target in business minutes. Time counts only inside business hours i…
- Routing rulesRules with all/any conditions on category, service, sub-service, priority, subject, description, requester email, source…
- Email templates & flowsMaster switch, branded header and separate requester/agent footers, and one template per event with enable toggle, subje…
- RemindersWaiting-for-requester (with optional resolve/close), pending approval, unassigned, no-activity, due-date and personal re…
- Satisfaction survey settingsScale (stars, faces or thumbs), conditional follow-up questions, reminders and closing date, low-score actions, "request…
- Archive & retentionTickets closed longer than a set time (180 days by default) move to the archive with their full conversation, internal n…
- Email to ticketTurns emails to a shared mailbox into tickets and replies, for colleagues and external customers. Known [HD-00042] subje…
- Copilot agentBuilds a declarative agent for Microsoft 365 Copilot and Teams, tailored to the site (ids, prefix, categories, statuses,…
- Requester privacy, schema & licenceRequester privacy makes SharePoint itself enforce "own items only" for requesters (three guided steps: test, prepare, sw…