Knowledge base / Helpdesk / How it works
How it works
Brillienta-Helpdesk is a single SharePoint Framework (SPFx) web part. It runs in each user's browser, inside a SharePoint page, and reads and writes the helpdesk lists on your site with that person's own permissions.
Brillienta-Helpdesk web part
Runs in the user's browser on a SharePoint page, as the signed-in user. Portal, agent workspace, dashboards and Admin pages. Covers the full browser window.
SharePoint Online: your helpdesk site
Hidden lists with the prefix HD_: tickets, replies, history, settings, queues, knowledge base, surveys and the email outbox.
Power Automate, in your environment
Email flow (sends from your support mailbox), reminder flow (delivers reminders when nobody is online) and email-to-ticket flow.
Key ideas
- Your permissions apply everywhere. The app always acts as the person using it. It can never read or do more than that person could in SharePoint.
- Background work without a server. SLA checks, reminder planning and queue processing run in the browser of an agent who has the helpdesk open. Shared locks stop two browsers doing the same work twice, and each ticket records its escalation level so alerts are never sent twice.
- Schema as code. The app knows exactly which lists and columns it needs. Setup creates them. After an upgrade, the first visit by a site owner checks them and adds anything missing. Existing data is never removed.
- Live updates. Open pages check every 20 seconds (adjustable) whether anything changed, using one small request, and reload only the views showing a changed ticket.
- Everything configurable in the app. Admins change about 210 settings in the Admin pages, with summary cards and side panels. Nothing is hidden in web part properties.
No Microsoft Graph permissions
The package asks for no Microsoft Graph permissions. The helpdesk never sends email itself: every email is one row in the Outbox list, and your own Power Automate email flow sends it from your support mailbox. Email, reminders and Copilot integrations all run through flows and lists inside your tenant.