Good to know

Design decisions that follow from running without a server and from how SharePoint works. Knowing them helps you plan.

• Background checks need an open page. SLA warnings, escalations, auto-close and queue processing run while an agent has the helpdesk open. Keep it open on a service-desk screen; emails and reminders outside working hours are delivered by the Power Automate flows.
• Email comes from your support mailbox. The helpdesk never sends email itself. Every email is an Outbox row sent once by your email flow, which must be imported and switched on.
• Requester privacy is list-level Plus. Without it, a requester with REST skills could read other tickets. Switch it on when tickets are confidential.
• Archived tickets keep their snapshot. A requester can still read the internal notes of their own archived tickets, because the snapshot holds the whole conversation.
• Large lists stay fast, with habits. Use indexed filters and date ranges; the queue reaches older tickets through search. Archive old closed tickets; export huge ranges from Reports → Excel.
• Copilot submissions wait for an open page. Requests submitted through the Copilot agent are completed when someone has the helpdesk open.
• Language. The interface is in English. Date, time and term names are configurable.