Knowledge base / Helpdesk / Installation
Deployment
A typical deployment takes less than an hour, most of it spent choosing categories, teams and the people for the agent and admin roles.
Requirements
- Microsoft 365 with SharePoint Online, and access to the tenant (or site collection) app catalog.
- A SharePoint site for the helpdesk, and a site owner for installation.
- For email: a support mailbox in Exchange Online, and one account (a service account is best) that is a helpdesk agent or admin, has Send As on that mailbox, and can use Power Automate with the SharePoint and Office 365 Outlook connectors.
- For the Copilot agent (Enterprise): an app registration in Microsoft Entra ID and upload rights in the Teams admin center. The Admin page lists every value needed.
- Upload the package
Add
helpdesk-system.sppkgto the app catalog, deploy it, and add the app to your helpdesk site. - Add the web part to a page
As a site owner, add Brillienta-Helpdesk to a page on the chosen site (a full-width section works best). It fills the whole browser window. It can also be added to Microsoft Teams as a tab or personal app.
- Run the setup wizard
Open the page: enter organisation name, ticket prefix, time zone and business hours, choose admins and agents, and optionally add starter content and apply security.
- Configure and import the flows
Review categories, teams, priorities and email templates; upload logo and banner. Download the email flow and the reminder flow from Admin and import them in Power Automate. Use Send test to me to confirm delivery.
- Activate your licence
Copy the tenant ID from Admin › Plan & licence and send it to us. Paste the key you receive and select Activate. Until then, the 14-day trial runs with every feature.
Upgrades
Upload the new package to the app catalog. The next time a site owner opens the helpdesk, it checks and upgrades its lists automatically. Other visitors see a short notice until that happens. Admin › Schema & security › Check and repair can be run at any time.