Custom SharePoint Ticketing and Help Desk Solutions
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SharePoint ticketing and help desk solutions facilitate handling employee and customer requests.
With 16-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.
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:
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Rich functionality that can serve a basis for organizing effective request management. |
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Extensive customization capabilities for adapting a ticketing or a help desk solution to a company’s business needs. |
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Convenience for companies using other Microsoft products due to single sign-on with them. |
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Flexibility that allows easy integration with other software, for example, enterprise systems. |
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24x7x365 accessibility from any device (PC, laptops, smartphones and tablets). |
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High security due to such features as data encryption, user permission levels, multi-factor authentication, strong passwords, etc. |
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:
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Request templates for different request types: IT request, facility request, purchase request, HR request, etc. |
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Automated workflows for approving a request and routing a ticket to an assignee based on their competences, experience and availability. |
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Automated scheduling of recurrent tickets, for example, for checking office equipment before weekly meetings. |
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Advanced search by request type, due date, assignee, related assets, status, etc. |
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Instant notifications about assigning new tickets, user replies, ticket changes, upcoming or expired due date, request approvals, etc. |
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The knowledge base that allows reducing the number of requests due to addressing the most repetitive ones. |
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Strong reporting & analytics providing information about requests unresolved and resolved, the most popular request categories, the number of overdue, unassigned and open tickets, etc. |
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.