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HelpDesk
Sep 09, 2020
HelpDesk for Microsoft Teams
Vladimir Uspenskii
Vladimir Uspenskii
Customer Support Engineer

Plumsail HelpDesk will help you support your customer and colleagues and provide all the necessary tools for your Support team. It is built on top of SharePoint, so if you’re already using either the Microsoft 365 environment or SharePoint on-premises, you don’t need to worry about setting up one more piece of complex software!

1

Since the help desk is installed as a site in SharePoint, you can integrate your ticketing system into Microsoft Teams so that:

  • your Microsoft 365 users will not have to leave their preferred communication hub to submit tickets;
  • your help desk agents can reply to the tickets from Microsoft Teams directly.

Submit tickets from Teams

You can easily insert a HelpDesk Widget as a tab in any Team. Your users will be able to interact with the SharePoint HelpDesk widget without ever leaving MS Teams:

2

When a Microsoft Team is created, a SharePoint Online Team Site is created to serve as a supporting resource. On the Team site, create a new page in the Pages library and place a help desk widget on the page. To learn how to place Widget on a SharePoint site, please follow the step-by-step instruction.

You can then add the page as a tab to the Team. Select your team, click on the “+” icon on the tabs toolbar above. Search for the SharePoint app:

3

Please note that you can add any page within your SharePoint tenant as well.

Agents can reply to tickets from Microsoft Teams

You can also create a Team for your HelpDesk agents. This way, each of the agents will work with the HelpDesk and reply to the tickets from within the Teams interface:

4

Select your team, click on the “+” icon on the tabs toolbar above. Search for the SharePoint app. You will see the list of all the pages on your Team Site. If you have created a new group, you can add the HelpDesk Home page by URL. Navigate to the Home page of the HelpDesk site and copy the URL from the browser. Insert the page URL here:

5

Now, your HelpDesk agents can create, view, and reply to the tickets from the Teams tab. To open the HelpDesk site in the browser, just click on the Globe icon (Go to website):

6

Install Microsoft 365 HelpDesk

If you are not yet a user of Plumsail HelpDesk, please feel free to take full advantage of a one month trial period. Download the installation wizard and follow a simple guide.

If you have any questions at all, please don’t hesitate to contact us. Please, post a topic in our Community, or drop us a message to [email protected].

Note: The post has been originally published at Medium:
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