The service desk that lives in your Microsoft 365

The branded help centre employees start from: announcements at the top, knowledge-base search, one catalogue tile per category, and a summary of their own requests on the side. Requesters see only the Help center menu; agent tools stay out of their way.

One form for everything: category catalogue, service and sub-service, rich-text description with drag-and-drop attachments, custom fields per category, watchers, and knowledge-base suggestions while typing with a "This solved it" deflection.

Every request a person raised or watches, in one list: open, resolved, closed, shared with me, and all requests, with search.

A request as the requester sees it: the public conversation, status and handler, the reply box, attachments and the satisfaction rating. Internal agent notes and history are never shown here.

The survey sent automatically when a request is resolved: a rating (stars, faces or thumbs), follow-up questions that adapt to the score, and an optional comment. The invitation email carries one-click rating links.

Self-service answers with categories and featured articles. Voting helpful / not helpful (with an optional comment) teaches the helpdesk which articles deflect tickets; view and deflection counts are recorded.

Categories can require approval by a named person or by the requester's manager (from the SharePoint user profile). The SLA starts only once the request is approved; a rejected request is closed and the requester is told why.

All the charts, in tabs, under a navy band with highlights: the few things worth knowing first, in plain sentences, each opening where to look closer. Key figures are clickable and open the matching tickets.

The agent work list: built-in views with live counts (My open, Watching, Unassigned, My teams, All open, Awaiting approval, SLA breached, At risk, Resolved, Closed, All), saved personal and shared views, search, inline filters, group-by, sorting, paging, confirmed bulk assign/status/priority/team, and export.

Everything about a ticket on one screen: public replies and internal notes with @mentions, canned responses with placeholders, macros, signatures, Ctrl+Enter to send, activity log, attachments, editable subject, property sidebar, SLA countdown bars and requester history.

Drag cards between status columns. SLA timers pause while a ticket waits for the customer. Use it for stand-ups; use the queue for precise filtering and bulk work.

An in-app bell (polling) for assignments, replies, @mentions, SLA events, approvals and surveys — plus personal reminders agents set with "Remind me" on any ticket, delivered on time even when offline. Your profile card shows your name, email, helpdesk role and why you have it.

Tables and exports only (the charts live on the Dashboard), under a report cover: the period, the key figures in large type and "What stands out" in plain sentences. Tabs: Summary, SLA, Agents, Teams, Categories, Services, Requesters, Satisfaction, Backlog, Ticket list.

CSAT %, average score, response rate, low scores and open follow-ups; trends and distribution; results by agent, team and category; answers to every follow-up question; comments and export. Credit stays with the people who did the work: each survey records agent, team and category at send time.

Organisation and portal text, support email, ticket number prefix, brand colour, time zone, logo and banner, features, workflow defaults, refresh interval and maintenance mode.

Categories are the service catalogue tiles: team, default priority, approval requirement and portal visibility. Services (for example Email & calendar, Devices) hold sub-services (Outlook, VPN, Wi-Fi), each switched on or off in one click, with an icon, a handling team and portal visibility.

Teams with members, leads and an assignment strategy; agents with role, availability, skills, open-ticket caps and signatures. Saving an agent keeps the SharePoint groups in step.

The standard form, plus optionally one form per team (department) with its own fields and header message. Drag to reorder; set every field hidden / optional / required separately for the portal and agent forms, and whether the requester may edit it after submitting.

Each priority has a first-response and a resolution target in business minutes. Time counts only inside business hours in the helpdesk time zone, skipping evenings, weekends and holidays — DST-safe. The clock pauses while a ticket waits for the customer.

Rules with all/any conditions on category, service, sub-service, priority, subject, description, requester email, source, tag and custom fields — setting team, assignee, priority, tags and watchers. A built-in tester shows which rule a sample ticket would hit.

Master switch, branded header and separate requester/agent footers, and one template per event with enable toggle, subject, rich-text body, click-to-insert placeholders, reset to default, sandboxed preview and "Send test to me". Delivery shows what is waiting, sent, failed or rejected.

Waiting-for-requester (with optional resolve/close), pending approval, unassigned, no-activity, due-date and personal reminders. Each rule has a first delay, repeat interval, maximum count, hours or days, and business-time-only counting.

Scale (stars, faces or thumbs), conditional follow-up questions, reminders and closing date, low-score actions, "requesters can change their answer" — all with a live preview.

Tickets closed longer than a set time (180 days by default) move to the archive with their full conversation, internal notes, history and files. Each copy is verified before the original goes to the site recycle bin; interrupted runs redo safely. Archived tickets stay searchable, can be included in reports, and admins can restore them with their original number. Optional retention deletes after N years.

Turns emails to a shared mailbox into tickets and replies, for colleagues and external customers. Known [HD-00042] subjects become comments; otherwise new tickets (Source = Email). External senders become external requesters reached by reply-to threading, without surveys.

Builds a declarative agent for Microsoft 365 Copilot and Teams, tailored to the site (ids, prefix, categories, statuses, priorities, icons), as a ready-to-upload zip. Reads go through Microsoft Graph with delegated permissions; ticket creation answers instantly with the number; other changes queue and execute as the requester with the app's permission rules.

Requester privacy makes SharePoint itself enforce "own items only" for requesters (three guided steps: test, prepare, switch on). Schema & security validates and repairs lists, and applies the SharePoint groups and permission levels. Plan & licence shows the trial or key, seats and tenant ID.