Custom SharePoint Ticketing and Help Desk Solutions

SharePoint ticketing and help desk solutions facilitate handling employee and customer requests.

With 15-year expertise in SharePoint, ScienceSoft builds solutions with full request processing automation and advanced reporting to streamline ticketing and increase the productivity of a help desk team.

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Explore the Benefits of SharePoint as Ticketing and Help Desk Software

A number of SharePoint benefits allow us to build a full-fledged solution that will help your company to streamline processing employee or customer requests. These benefits include:

Leverage Ticketing Tailored to Your Industry Specifics

At ScienceSoft, we prioritize delivering ticketing solutions tailored to the needs of our customers. We analyze your business needs taking into account your industry specifics and build up a SharePoint ticketing system accordingly. To achieve that, we adapt workflows, request forms, automatic replies, notifications, etc. to your company’s business operations. ScienceSoft’s custom ticketing and help desk solutions can help to facilitate ticket management in:

• Healthcare (post-treatment doctor-patient communication, ordering medical equipment, etc.).
• Manufacturing (equipment maintenance, safety and incident ticketing, etc.).
• Construction (equipment and transport management, ordering raw materials, etc.).
• Real estate (lease administration, inventory requests, management of inspection, work orders, etc.).
• Banking & finance (operations support of a trading system, customer support, etc.).
• Retail (sales lead tracking, purchase-related requests, after-sales support, etc.).
• Education (service requests, room booking, student loans, enrollments, accident reporting, student amenities and accommodation, etc.).
• Government (facilities management, complaints management).
• Law (case support, billing requests, meeting scheduling, etc.).

Empower All Your Corporate Systems with Ticketing Functionality

We help companies enrich their intranets with ticket management features, introduce standalone ticketing solutions for different enterprise systems, as well as improve the existing ones. Our SharePoint team will provide you with a custom solution suitable for the effective handling of various types of requests:

• HR: vacations, sick leave, employee benefits, policy violations, suggestions, complaints, incident reporting, etc.
• IT: access, network, software and security issues, email configuration, etc.
• Security: security incidents, security checks and audits.
• Office support: office supplies, printing and courier services, etc.
• Facilities management: facility maintenance, booking of audio/visual equipment or meeting rooms.
• Procurement: equipment, software, office supplies, catering, etc.
• Customer service: delivery of products, after-sales service, etc.

Employ Feature-Rich Ticket Management

Our SharePoint team can assist you in streamlining ticket management using extensive SharePoint functionality:

Track SLA Performance

With ScienceSoft as a vendor of your SharePoint ticketing solution, you can be sure your company’s help desk team adheres to SLA-imposed policies and procedures. SharePoint-based monitoring of SLA performance involves:

• Setting SLA targets for the first response time, ticket resolution time, etc.
• Reporting on SLA performance.
• Generating automatic notifications upon an SLA breach.

Boost Ticketing Efficiency through Integrations

We will help you facilitate your business processes even more by integrating a SharePoint ticketing system with other types of software, such as:

• Intranets – to extract user profile info automatically from an intranet into request forms and avoid reentering data.
• Asset management systems – to associate tickets with related physical items, checking their availability, status, cost, description, etc.
• Remote support software – to identify and resolve IT-related issues remotely.
• ERP systems – to handle business-related requests quicker.