Getting Started

• HelpDesk installation
• Quick HelpDesk configuration
• License Installation
• Grant Permissions to HelpDesk app
• YouTube Channel
• Community forum

Configuration guide

• Email settings
• Triggers
• Web widget
• Tab for Microsoft Teams
• Customize widget forms
• Customize ticket and contact forms
• Customer service survey
• Scheduling of tasks and reminders
• SLA policy
• Localization
• Appearance settings
• Color theme
• Statuses customization
• Reports customization
• Ticket numbering customization
• Upgrade HelpDesk
• Uninstall HelpDesk

User guide

• Home
• Ticket management
• Ticket search
• Knowledge base
• All tickets
• Contacts
• My contact
• Reports
• Canned responses
• Ticket merging
• Ticket splitting
• SLA policies

General

• Version history
• Data protection and security
• Data center location
• Licensing details
• Billing and subscription management
• Support plans
• Status page

Power Automate (Microsoft Flow) and Public API

• Power Automate (Microsoft Flow) connector
• Public REST API

How to

• Notifications
• Automations
  • Automatically evenly assign tickets to agents
  • Skill-based ticket assignment
  • Assign tickets based on weights
  • Assign ticket to first agent who replies
  • Assign ticket to multiple agents
  • Assign ticket to specific person
  • Assign ticket based on forwarding address
  • Detect changes made by others
  • Edit ticket’s properties from mailbox
  • Reassign ticket from disabled user
  • Start a workflow with a trigger
  • Close tickets if customer hasn't replied
  • Create a new ticket in HelpDesk from a Twitter mention
  • Submit tickets from an online form with the help of Power Automate (Microsoft Flow)
  • Use SharePoint HelpDesk with Microsoft Teams for employee onboarding
  • How to forward a ticket from one HelpDesk instance to another
• SLA
• Ticket management
• Custom forms, charts and views
• Advanced