How To Create A Helpdesk In Sharepoint

Creating a helpdesk in SharePoint is essential for organizations looking to provide efficient support and streamline their operations. With the right tools and configuration, a helpdesk can greatly enhance an organization’s efficiency and improve customer satisfaction.

When setting up a helpdesk in SharePoint, there are several key steps to follow. The first step is to determine which web part to use for the helpdesk – the Custom List or the Issue Tracking web part. Both options have their advantages and it’s important to choose the one that best suits your organization’s needs.

Once you have chosen the web part, you can add it to your SharePoint site and configure it with custom metadata. This allows you to personalize the fields and information that are important for your helpdesk operations.

In addition to custom metadata, setting up a comments field with the “append changes” feature is highly recommended. This feature allows users to update the comment section without losing previous comments, making it easier to track the history of each ticket.

To effectively manage and organize tickets, creating custom views is a valuable feature. Custom views allow you to filter and sort tickets based on specific criteria, making it easier to prioritize and address support requests.

Security is another crucial aspect of a helpdesk in SharePoint. Setting up proper security at the site level ensures that only authorized users have access to the helpdesk list. Item-level permissions can also be configured for the Custom List web part, allowing users to only see their own ticket entries.

Implementing email notifications is a great way to keep the relevant staff informed about new tickets and updates. By setting up alerts or utilizing the “Assigned To” field, you can ensure that the right people are notified in a timely manner.

To enhance the user experience and ease of access, consider adding promoted links to the helpdesk page. Promoted links provide quick shortcuts for creating new tickets or accessing ticket statuses, improving overall navigation and efficiency.

Lastly, don’t forget to thoroughly test the helpdesk and provide comprehensive training for your staff. Testing ensures that the helpdesk functions as intended, while proper training ensures that your team can utilize the helpdesk effectively, maximizing its benefits for your organization.

Creating a helpdesk in SharePoint may seem daunting at first, but by following these steps and utilizing the available customization options, you can create a reliable and efficient support system for your organization.

Choosing the Right Web Part for Your Helpdesk

When creating a helpdesk in SharePoint, the first step is to choose the appropriate web part that best meets your organization’s requirements – the Custom List or the Issue Tracking web part. Each has its advantages and disadvantages, so it’s important to understand these before making a decision.

Web Part Pros Cons
Custom List
  • Easy to set up and customize
  • Allows for more flexibility in data structure and fields
  • Can be enhanced with various SharePoint features
  • May require more configuration for advanced functionalities
  • Limited out-of-the-box features compared to Issue Tracking web part
Issue Tracking
  • Pre-configured fields for efficient tracking (Assigned To, Status, Priority)
  • Simple and intuitive interface
  • Includes basic reporting capabilities
  • Less customizable compared to Custom List web part
  • May require additional extensions for advanced customization

Once you have chosen the appropriate web part, you can add it to your SharePoint site. From there, you can start configuring it to suit your specific helpdesk needs.

Configuring the web part involves setting up custom metadata, which allows you to capture additional information for each helpdesk ticket. While the Issue Tracking web part comes with predefined fields, both web parts can be customized with your own metadata to ensure all relevant data is captured.

In addition to custom metadata, you may also want to include a comments field with the “append changes to existing text” feature. This allows users to update the comments section without losing previous comments, providing a clear and comprehensive ticket history.

Creating custom views can greatly enhance the organization and filtering capabilities of your helpdesk. By setting up different views based on specific criteria, such as ticket status or priority, you can easily navigate and manage your ticket queue.

Example of a Custom View:

“Open Tickets” view, displaying only tickets with the status “Open” and sorted by priority.

Finally, it is crucial to ensure proper security for your helpdesk list. This can be done at the site level, allowing the list to inherit the security settings. If you choose the Custom List web part, you can also set up item-level permissions, restricting users to only see their own entries. This is particularly useful in a helpdesk scenario where users should only have access to the tickets they created.

To keep your staff informed about new tickets, you can set up email notifications using alerts or by utilizing the built-in “Assigned To” field. This way, the appropriate staff members will receive notifications whenever a new ticket is created or assigned to them.

With the right web part chosen, configured, and customized to your organization’s needs, you can create a robust helpdesk in SharePoint that enhances your support process and improves overall efficiency.

Configuring and Customizing Your Helpdesk

After selecting the web part, the next step in creating your helpdesk in Sharepoint is to configure and customize it to meet your specific requirements, such as setting up custom metadata, enabling comments with append changes, creating custom views, and ensuring proper security and permissions. These customization options will help tailor your helpdesk to effectively manage and track support tickets within your organization.

To start, you can set up custom metadata for your helpdesk. This allows you to add additional fields that are specific to your organization’s support needs. For example, you can include fields for ticket categories, customer information, or priority levels. By customizing the metadata, you can ensure that your helpdesk captures all the necessary information to provide efficient support.

Enabling comments with the append changes feature is another valuable customization. This allows users to update the comment section of a ticket without losing previous comments. It provides a comprehensive history of all interactions related to a specific ticket, making it easier to track the progress and resolution of each support request.

Creating custom views is another way to enhance the usability of your helpdesk. By organizing and filtering the tickets based on criteria that are important to your organization, such as status or priority, you can quickly access the information you need. This helps streamline the support process and improves response times.

Security and permissions are critical aspects of any helpdesk system. In Sharepoint, you can set up security at both the site level and the list level. By ensuring that only authorized individuals have access to the helpdesk, you can maintain the confidentiality of support requests and sensitive information. Furthermore, with item-level permissions, you can restrict access so that users can only see the tickets they created. This level of control enhances security and streamlines ticket management.

To keep your support team informed about new tickets, you can implement email notifications. By setting up alerts or using the Assigned To field, you can ensure that the appropriate staff members receive notifications when a new ticket is created. This helps facilitate timely responses and ensures that support requests are addressed promptly.

In conclusion, configuring and customizing your helpdesk in Sharepoint is crucial for optimizing its functionality and efficiency. By setting up custom metadata, enabling comments with append changes, creating custom views, and implementing proper security and permissions, you can tailor your helpdesk to meet your organization’s unique support needs. Additionally, implementing email notifications helps keep your support team informed and enables them to provide timely assistance. Take the time to personalize your helpdesk to maximize its effectiveness and improve your organization’s support processes.

Table: Custom Metadata Fields

Field Description
Category Allows classification of tickets into different categories for easier organization and analysis.
Customer Captures customer information for better tracking and personalized support.
Priority Assigns a priority level to each ticket to ensure proper attention and timely resolution.

“Customizing the helpdesk with tailored metadata fields and views has greatly improved our support team’s efficiency. We can quickly filter and prioritize tickets based on their category and priority, enabling us to provide timely assistance to our customers.” – John Doe, Helpdesk Manager

Testing and Training for Effective Helpdesk Usage

Once your helpdesk in SharePoint is configured and customized, it is essential to thoroughly test its functionality and provide comprehensive training to your staff for effective usage and seamless support operations.

Testing is crucial to ensure that all the features and functionalities of your helpdesk are working as intended. You should create test tickets, assign them to different users, update ticket statuses, and test the email notification system to confirm that everything is functioning properly. By thoroughly testing your helpdesk, you can identify any issues or bugs and address them before your staff begins using it for actual support.

Training your staff on how to use the helpdesk effectively is equally important. Provide them with detailed instructions on how to create new tickets, assign tickets to appropriate staff members, update ticket statuses, add comments, and close tickets. Conduct training sessions or create training materials, such as video tutorials or step-by-step guides, to ensure that everyone understands the process and is comfortable using the helpdesk.

During the training, emphasize the importance of accurately capturing and documenting information in the helpdesk. Encourage your staff to include thorough descriptions of issues, attach relevant documents or screenshots, and provide timely updates on ticket statuses. Clearly communicating how the helpdesk should be used will help your staff provide efficient support, streamline processes, and ultimately improve your organization’s overall efficiency.

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Abdul Rahim has been working in Information Technology for over two decades. Learn how Abdul got his start as a Tech Blogger , and why he decided to start this Software blog. If you want to send Abdul a quick message, then visit his contact page here.