brillienta
Book a demo Your data stays in your tenant
Tickets, replies, attachments and settings are SharePoint list items on your site. No vendor database, no third-party service.
SERVICE DESK · VERSION 1.0
The service desk that lives in your Microsoft 365.
Employees raise and follow requests in a branded self-service portal; agents work tickets with SLAs, routing, approvals and a knowledge base; managers follow performance in dashboards and reports. Everything is stored in SharePoint lists on your site.
From $39 / month · 14-day free trial of every feature
28SharePoint lists, created for you
~210settings, searchable in one place
20+notification & email templates
0Microsoft Graph permissions needed
contoso.sharepoint.com/sites/servicedesk
WHY HELPDESK
Built for the way
Microsoft 365 works.
Where people already work
A SharePoint page, a Teams tab or personal app — or ask the Microsoft 365 Copilot agent (Enterprise).
A full service desk, not a template
SLAs in business hours, routing, approvals, reminders, surveys, reports and archive — configured in Admin, without development.
Looks after itself
Validates and repairs its lists after every upgrade, secures new lists, and warns when a Power Automate flow is missing or stopped.
FEATURES
Everything it does,
screen by screen.
The tags show who uses each feature and the lowest plan that includes it. Every screen is the real product with fictional demo data.
Portal home & raising a request
A branded help centre with announcements, knowledge-base search and one catalogue tile per category. One form covers everything: category, service and sub-service, rich-text description with drag-and-drop files, custom fields per category and watchers — with matching articles suggested as people type, and a “This solved it” deflection that records the answer instead of a ticket.
- Requests numbered (HD-00042), routed, given SLA targets and confirmed by email
- Optional first question: which team the request is for, with that team’s own form
- Maintenance mode pauses new requests with your message
- The side panel shows who handles it and the expected response and resolution times
My requests & the request view
Every request a person raised or watches, in one list — open, resolved, closed and shared with me. The request view shows the public conversation, status, handler, attachments and the satisfaction rating; internal agent notes and history are never shown.
- Reply, add files, mark resolved, reopen within 14 days (configurable)
- Unguessable 20-character ticket links
- Updates arrive in the app and by email from your support mailbox
- With requester privacy on, SharePoint itself limits people to their own items
Ticket queue
The agent work list with built-in views and live counts — My open, Watching, Unassigned, My teams, All open, Awaiting approval, SLA breached, At risk, Resolved, Closed — plus saved personal and shared views, search, inline filters, group-by, sorting, paging and confirmed bulk assign / status / priority / team.
- SLA countdown on every row
- Type a ticket number to jump straight to it
- Cards on phones; threshold-safe past 5,000 items
- Shortcuts: / search, n new ticket, g then d/t/r/b/k
Ticket workspace
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.
- Merge duplicates; link parent, child and related tickets
- Log billable time; set a personal “Remind me”
- Create a knowledge article from a resolved ticket
- Every change written to the activity log with old and new values
SLAs, priorities & business hours
Each priority has a first-response and a resolution target in business minutes. Time counts only inside your business hours in the helpdesk time zone — skipping evenings, weekends and holidays, DST-safe — and the clock pauses while a ticket waits for the customer.
- Warning at 75%, escalation to team leads at 90%, breached at 100%
- Escalation levels prevent duplicate alerts
- Resolved tickets auto-close after a set number of days
- SLA starts only once an approval is granted
Routing rules & assignment
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, and every automatic decision writes its reason to the ticket history.
- Load-balanced, round-robin, smart (skills + workload + satisfaction) or manual
- Online agents first, then Away; Offline never chosen automatically
- Per-agent open-ticket caps and skills
- Teams with members, leads and an assignment strategy
Knowledge base & approvals
Self-service answers with categories and featured articles; helpful / not-helpful votes teach the helpdesk which articles deflect tickets. Categories can require approval by a named person or the requester’s manager — the SLA starts only once approved, and a rejection closes the request with the reason.
- Draft, published and archived states; internal agents-only articles
- View and deflection counts recorded
- Approve or reject with a reason, from the ticket or the Approvals page
- Approval reminders until someone decides
Dashboard, reports & satisfaction
All the charts, in tabs — Today, Trends, SLA, Agents & teams, Categories & services, Requesters, Satisfaction, Backlog — each compared with the previous period, with plain-sentence highlights. Reports add tables and exports under a report cover; the satisfaction dashboard breaks CSAT down by agent, team and category.
- Every view exports to Excel or PDF; “Export full report” writes one workbook
- Surveys with stars, faces or thumbs and adaptive follow-ups (Pro)
- Low scores can alert leads, open a follow-up and reopen the ticket
- Credit stays with the agent, team and category at send time
Email to ticket & Copilot agent
Turn a shared mailbox into tickets and replies — for colleagues and external customers — and build a declarative agent for Microsoft 365 Copilot and Teams, tailored to your categories and statuses, as a ready-to-upload package.
- Known [HD-00042] subjects become comments; others become new tickets
- Auto-replies, bounces and no-reply senders ignored
- Copilot reads through Graph as the user; changes run with the app’s rules
- Optional instant acknowledgement with the ticket number
And much more
Kanban board
Drag cards between status columns for stand-ups (Pro).
Notifications & reminders
An in-app bell plus personal reminders delivered on time, even offline.
Canned responses & macros
Placeholders, signatures and one-click macros for common replies.
Custom fields & form designer
A standard form plus one per team; hidden / optional / required per field (Pro).
Archive & retention
Move old closed tickets to a verified archive; restore with the original number (Enterprise).
Names & terms
Rename Ticket, Requester, Agent, Team, Category everywhere (e.g. Team → Department).
Announcements
Start and end time, audience and severity on the portal.
Availability
Agents set online, away or offline — automatic assignment respects it.
HOW IT WORKS
One web part. Your lists.
Your flows.
No server, database or Azure function. The app runs as the signed-in person and reads and writes only your site.
01
SharePoint web part
Runs in the browser as the signed-in user: portal, agent workspace, dashboards and Admin pages.
02
SharePoint lists
Hidden lists with the prefix HD_: tickets, replies, history, settings, queues, knowledge base, surveys and the email outbox.
03
Power Automate flows
Email (from your support mailbox), reminders when nobody is online, and email-to-ticket — all in your environment.
| Microsoft Graph permission | Used for |
|---|---|
| None | The package requests no Microsoft Graph permissions. Email, reminders and Copilot run through flows and lists in your tenant. |
Delegated permissions, approved once by an administrator in the SharePoint admin center. If one isn’t approved, only that feature is unavailable.
ADMINISTRATION
Configured in the app.
No code, no properties.
Admins change everything in the app’s own Admin pages, with validation before anything saves.
General & branding
Organisation, portal texts, ticket prefix, brand colour, time zone, logo, banner, refresh interval and maintenance mode.
Categories & services
The service catalogue behind the portal tiles, with sub-services, icons, handling teams and visibility.
Teams & agents
Members, leads, strategies, roles, availability, skills, caps and signatures — saving keeps SharePoint groups in step.
Priorities, SLA & hours
Targets per priority, working days and hours, one-off and yearly holidays.
Email templates & flows
Master switch, branded header, footers, one template per event, preview and “Send test to me”.
Reminders
Waiting-for-requester, pending approval, unassigned, no-activity and due-date rules with business-time counting.
Survey designer
Scale, conditional questions, reminders, closing date and low-score actions, with a live preview.
Privacy, schema & licence
Requester privacy in three steps, validate and repair, apply security, and plan & licence.
ROLES & PERMISSIONS
Who can do what.
The role decides what the screens offer; SharePoint permissions, set up by the app, decide what can actually be read and changed. Features also depend on the plan.
| Capability | Requester | Agent | Admin |
|---|---|---|---|
| Raise requests, use the knowledge base, watch requests | ✓ | ✓ | ✓ |
| Reply, add files, mark resolved, reopen | Own | ✓ | ✓ |
| Approve or reject requests | If assigned | ✓ if assigned | ✓ |
| Queue, board, ticket workspace, time tracking | — | ✓ | ✓ |
| Dashboard, reports, satisfaction, archive | — | ✓ | ✓ |
| Knowledge articles, canned responses, announcements | — | ✓ | ✓ |
| Change settings | — | Parts allowed | ✓ |
| Apply security; check and repair lists | — | — | ✓ site owner |
SECURITY
Enforced by SharePoint.
Not just hidden buttons.
All data lives in your SharePoint site and moves only through SharePoint and your own flows. There is no analytics, tracking or vendor cloud.
Security & your data ↗- Least privilegeNo Graph permissions at all. The app always acts as the signed-in person.
- Permissions the app sets upHelpdesk Admins and Agents groups and a Requester permission level — contribute without delete.
- Requester privacySharePoint returns only a requester’s own tickets, replies, notifications and surveys; internal notes stay with agents.
- Hidden and out of the wayAll lists are hidden from Site contents; people work through the helpdesk.
- Tamper-resistantSafe HTML cleaning, unguessable links, validated email queueing and a full activity log with version history.
- Self-repairingLists validated and repaired after upgrades; new lists secured automatically.
PRICING
Simple plans.
Honest prices.
One flat price per tenant — not per user. Start with a 14-day trial of every feature, then pick the plan that fits.
Plus
Ticketing, portal, knowledge base and SLAs for a small service desk
$39/ month
billed yearly · $468 / year
≈ $7.80 per agent per month at full seats
Up to 5 agents
- Tickets, statuses, priorities, categories and teams
- Self-service portal and My requests
- Knowledge base
- Announcements
- Canned responses
- SLA targets, warnings and escalation
- Email notifications (standard templates)
- Personal reminders
- Reminders to requesters, auto-resolve
- Dashboard and reports
Pro
Best valueAutomation: routing, approvals, satisfaction surveys, custom forms and templates
$129/ month
billed yearly · $1,548 / year
≈ $5.16 per agent per month at full seats
Up to 25 agents
Everything in Plus, plus:
- Routing rules and auto-assignment
- Business hours and holidays
- Custom fields
- Ticket form designer
- Approvals
- Customer satisfaction surveys
- Time tracking
- Kanban board
- Suggested articles while raising a ticket
- Custom email templates
- Approval, unassigned, no-activity and due-date reminders
Enterprise
Email to ticket, Microsoft 365 Copilot, archive and unlimited agents
$349/ month
billed yearly · $4,188 / year
Flat price — no per-agent charges
Unlimited agents
Everything in Pro, plus:
- Email to ticket and external requesters
- Microsoft 365 Copilot agent
- Archive and retention
Prices in USD per Microsoft 365 tenant, excluding taxes. Seats count agents. Requesters are always free. Every installation starts with a 14-day trial of all Enterprise features — no card needed. Larger seat counts and multi-year terms: talk to us.
Compare every Helpdesk feature
| Feature | Plus | Pro | Enterprise |
|---|---|---|---|
| Tickets, statuses, priorities, categories and teams | ✓ | ✓ | ✓ |
| Self-service portal and My requests | ✓ | ✓ | ✓ |
| Knowledge base | ✓ | ✓ | ✓ |
| Announcements | ✓ | ✓ | ✓ |
| Canned responses | ✓ | ✓ | ✓ |
| SLA targets, warnings and escalation | ✓ | ✓ | ✓ |
| Email notifications (standard templates) | ✓ | ✓ | ✓ |
| Personal reminders | ✓ | ✓ | ✓ |
| Reminders to requesters, auto-resolve | ✓ | ✓ | ✓ |
| Dashboard and reports | ✓ | ✓ | ✓ |
| Routing rules and auto-assignment | — | ✓ | ✓ |
| Business hours and holidays | — | ✓ | ✓ |
| Custom fields | — | ✓ | ✓ |
| Ticket form designer | — | ✓ | ✓ |
| Approvals | — | ✓ | ✓ |
| Customer satisfaction surveys | — | ✓ | ✓ |
| Time tracking | — | ✓ | ✓ |
| Kanban board | — | ✓ | ✓ |
| Suggested articles while raising a ticket | — | ✓ | ✓ |
| Custom email templates | — | ✓ | ✓ |
| Approval, unassigned, no-activity and due-date reminders | — | ✓ | ✓ |
| Email to ticket and external requesters | — | — | ✓ |
| Microsoft 365 Copilot agent | — | — | ✓ |
| Archive and retention | — | — | ✓ |
SUITE BUNDLE
All five apps on Pro, one price.
HRMS, Helpdesk, Asset Management, Employee Directory and TaskManager — each on its Pro plan.
DEPLOYMENT
Live in under an hour.
Most of the time goes on choosing the site and the people for each role.
Upload the package
Add helpdesk-system.sppkg to the app catalog, deploy it and add the app to your helpdesk site.
Add the web part
Add Brillienta Helpdesk to a full-width page — or as a Teams tab or personal app.
Run the setup wizard
Organisation name, ticket prefix, time zone, business hours, admins and agents; starter content and security.
Import the flows
Download the email and reminder flows from Admin, import them in Power Automate and “Send test to me”.
Activate your licence
Copy the tenant ID from Admin › Plan & licence and paste the key — or keep the 14-day trial running.
Good to know
- SLA checks and queue processing run while an agent has the helpdesk open; the flows cover email and reminders out of hours.
- Email always comes from your support mailbox through your email flow — import it and switch it on.
- Without requester privacy, list permissions are list-level; switch it on when tickets are confidential.
- Copilot submissions complete when someone has the helpdesk open.
- The interface is in English; date, time and term names are configurable.
Where is our ticket data stored?
In SharePoint lists on a site in your own tenant, covered by your retention, eDiscovery and access policies. There is no vendor cloud.
What infrastructure do we need?
None beyond SharePoint Online plus Power Automate standard connectors for the flows. No servers, databases or Azure subscriptions.
Do requesters need a licence?
No. Plans count agents only; every employee can raise and follow requests.
Does it work on phones and in Teams?
Yes. The layout adapts to phone width, and the package supports Teams tabs and personal apps.
Can we prove who changed what?
Yes. Every change is written to the activity log, and tickets and articles keep SharePoint version history.
What happens to our data if we stop?
It stays where it has always been — in your SharePoint lists, readable by tools such as Power BI.
RESOURCES
Read everything
before you decide.
The complete documentation, our security model and practical articles for Brillienta Helpdesk.
Documentation
- The full Helpdesk guide — every screen, role and setting
- Helpdesk knowledge base — 36 help articles
- Installation steps
Security & trust
- Where data is stored and which Graph permissions are used
- Trust center — privacy, support policy and disclosure
- Plans and prices — 14-day trial of every feature
- Your tenant, your dataEvery product stores its data in your own SharePoint. No Brillienta database.
- Microsoft permissionsAccess is enforced by SharePoint and Entra ID, not by our code alone.
- Read the whole manual firstFull product guides and a 180-article knowledge base, published openly.
- 14-day full trialEvery Enterprise feature, on your own tenant, before you pay.
TRY IT ON YOUR TENANT