Plumsail HelpDesk is a ticketing system for SharePoint Online and Microsoft 365. This page explains how it works, how tickets flow through the system, and what parts are involved, whether you’re setting up a basic support desk or a custom solution.
Installing HelpDesk is simple. Once you launch the installation wizard, you’ll be prompted to log in to your SharePoint instance. From there, you can choose to deploy the system on a brand-new site or integrate it into an existing one.
Behind the scenes, the system:
Creates a modern SharePoint site, if you choose to deploy HelpDesk on a new site;
Installs and registers the HelpDesk SPFx package in your tenant’s App Catalog;
Adds the HelpDesk package to Microsoft Teams;
Deploys all required pages, lists, libraries, and forms;
Subscribes to changes in SharePoint lists, which is the foundational trigger for automations;
Adds sample ticket data to the new HelpDesk site for you to explore;
In a few clicks, your HelpDesk environment is ready to use.
Each support request becomes a ticket with details like subject, description, requester information, assigned agent, priority, and current status. Tickets can be created automatically from email, submitted via a Web Widget, or added through integrations like Power Automate connector or API.
Lifecycle of a ticket:
Created via email, widget, or integration,
Routed to an agent or team either manually or automatically using HelpDesk triggers,
Worked on and updated through statuses,
Resolved or closed once complete,
If the requester replies to a closed ticket, it’s marked as Unread and can be reopened if needed.
This flow can be extended with automation, dashboards, or third-party integrations.
Requesters are the people who submit tickets: usually customers or end-users. They can communicate through email or the self-service portal.
On the other side are agents, the team members who manage and resolve tickets. Agents are SharePoint users with the right permissions; they can update statuses, leave internal notes, and respond directly to requesters.
You can manage requesters and agents information, assign roles in the HelpDesk contacts list.
Statuses are what keep tickets moving. A new request might start as New, move to In Progress when an agent takes ownership or requester replies, shift to Pending if waiting for customer feedback, and eventually close as Solved. These statuses are flexible, so you can adapt them to your organization’s workflow.
SLA feature defines how quickly tickets should be acknowledged and resolved depending on their priority. HelpDesk tracks these deadlines automatically, displaying visual indicators and triggering escalation rules when needed. This ensures that no request falls through the cracks.
One of the strengths of Plumsail HelpDesk is that it arrives ready to use. From the first launch, you’ll have:
A SharePoint-based ticketing system with pre-built forms,
Default statuses, priorities, and SLA policies,
Automatic email-to-ticket conversion,
Built-in automation rules for handling tickets,
Basic dashboards for reporting and monitoring.
Note
No coding required for initial setup. Everything is SharePoint-native and UI-driven.
For teams that want more, HelpDesk offers a range of extensions.
With Plumsail Forms, you can design custom ticket submission forms that match your processes;
Power Automate HelpDesk connector lets you build advanced workflows for escalations, notifications, and routing;
Plumsail Dashboard Designer turns raw data into insightful charts and KPIs;
Integration with Microsoft Teams allows customers to stay updated and manage tickets without leaving their workspace;
For developers, the Plumsail API provides entry points for connecting with external systems;
This is a quick setup checklist. Each step is marked as Required or Optional depending on what you need.
Step |
Description |
Type |
|---|---|---|
Install HelpDesk in SharePoint Online |
Deploys the ticketing system |
✅ Required |
Configure email integration |
Connect a mailbox for incoming/outgoing emails |
✅ Required |
Create agents |
Define who can access and manage tickets |
✅ Required |
Configure HelpDesk triggers and Power Automate flows |
Automate repetitive tasks (assignments, escalations) |
⚙️ Optional |
Customize ticket categories, priorities, and SLAs |
Adjust the system to your team’s workflows |
⚙️ Optional |
Design custom forms with Plumsail Forms |
Modify ticket submission UI |
⚙️ Optional |
Add HelpDesk Web Widget to site and in MS Teams |
Allow requesters to submit and track tickets |
⚙️ Optional |
Install Dashboard Designer |
Visualize performance metrics and KPIs |
⚙️ Optional |
Integrate external systems via API |
Use REST API for custom integrations |
⚙️ Optional |
Plumsail HelpDesk bridges the gap between SharePoint and customer support, offering a structured yet flexible system for managing tickets. Out of the box, it delivers everything you need for daily support operations. With extensions and integrations, it can grow into a powerful and fully customized solution.