Quick HelpDesk configuration

Once HelpDesk has been installed you can start working with it straight away, no further configuration required. There are a couple of things you may want to set up to make your life easier, however. You can:

  1. Forward messages from your support mailbox
  2. Change the reply address and email display name
  3. Create agents
  4. Place widget for requesters

Forward messages from your support mailbox

If you want to receive new tickets from your support email address you need to configure message forwarding. Navigate to HelpDesk settings using the icon in the navbar:

Settings Navigation Icon

You will see the “Email settings” section.

Email Settings

Take a look at the email address in the Screenshot above. It was created automatically during HelpDesk installation.

If you send a message to this address, it will appear in HelpDesk as a new ticket. If you reply to this message directly or via HelpDesk, the reply will appear as a comment in the ticket discussion. This mailbox is used to create tickets and comments in real time and does not store your messages. You can find more information in this article.

You can use this address as the support email address of HelpDesk, but most likely you already have your own support e-mail address. That is why you may want to configure e-mail forwarding from your address to HelpDesk.

Create a rule in your mailbox to forward incoming email messages to HelpDesk address. Here is a list of instructions on how to set up e-mail forwarding for some of the most popular platforms:

Change the reply address and email display name

By default, HelpDesk will use auto generated email address for sending notifications. You can specify your own “Reply to” address, so your customers will reply to your own support mailbox.

You also can specify a friendly display name for your email address. By default, it is “HelpDesk”.

Email Reply Settings

Create agents

HelpDesk has a place for storing contact details of your customers or agents. There are three types of contacts:

Agent
SharePoint user that processes tickets.
Member
SharePoint user that creates tickets.
End-User
User without a SharePoint account that creates tickets by email.

End-Users and Members are created automatically, when a new ticket is created or when a user visits help desk for the first time. The only case when you need to do something manually is when you create a new agent or convert an existing contact to an agent by changing his role. Once you created an agent, you can start receiving notifications about new unassigned tickets.

To create a new contact, navigate to “Contacts” using the icon in the right navbar:

Contacts Navigation Icon

Then specify mandatory fields and submit the form.

Place widget for requesters

HelpDesk Widget is a tool for requesters for managing their tickets. This widget helps you to provide support exactly where it is needed — widget can be added either on your SharePoint site or any external site. How to do that you can find out here. Notice that adding a widget is optional.