Knowledge base / Helpdesk / Why this product
Why Brillienta-Helpdesk
When you compare service desks, these are the questions that decide cost, risk and adoption. Here is how Brillienta-Helpdesk answers each one.
| Question to ask any service desk | Brillienta-Helpdesk |
|---|---|
| Where is our ticket data stored? | In SharePoint lists on a site in your own Microsoft 365 tenant, covered by the retention, eDiscovery and access policies you already use. There is no vendor cloud. |
| What infrastructure do we need? | None beyond SharePoint Online (plus Power Automate standard connectors for the flows). No servers, databases or Azure subscriptions. |
| Do people need another account or sign-in? | No. Everyone uses their Microsoft 365 account. Leavers lose access when their account is disabled; requesters are not counted against agent seats. |
| Is it more than a ticket list? | SLAs in business hours, routing, approvals, reminders, surveys, reports, archive, email to ticket and a Copilot agent — configured in the app, without code. |
| Who controls access, and how is it enforced? | Your SharePoint permissions. The app creates the groups and permission levels, with optional requester privacy enforced by SharePoint itself. |
| Can we prove who changed what? | Yes. Every change is written to the activity log, and tickets and articles keep SharePoint version history. |
| Can we make it ours? | Organisation name, logo, banner, brand colour, portal texts, terms, email header, footers and every email template (custom wording: Pro). |
| Does it work on phones and in Teams? | The layout adapts to phone width, and the package declares support for Teams tabs and personal apps. |
| How are upgrades handled? | Upload the new package. On the first visit by a site owner, the app checks its lists and adds anything new, without removing existing data. |
| What happens to our data if we stop? | It stays where it has always been: in your SharePoint lists, readable by tools such as Power BI. |
Still need help?Our team answers product questions by email, and we can walk you through it on a call.
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