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HarePoint HelpDesk for Sharepoint  by MAPILAB

HarePoint HelpDesk for SharePoint  is a ready-made customer support system for internet and intranet sites based on the SharePoint platform. This solution allows you to create an efficient system for processing incoming support requests. The most outstanding feature of the product in that it is easily deployed and immediately ready for use.

Key Features:

  • Tickets from web, e-mail or phone: In addition to submitting requests through a form on a web page, requests can be submitted via email and users can continue the conversation either through the form or by email without needing to visit the site. Technicians can create tickets manually on behalf of users who have made contact by phone or fax. After creation of a ticket, the user can contact the helpdesk operators via web form or email.
  • SLA and Escalation Rules: The product contains a configurable catalog of services and service levels with automatic monitoring. The built-in constructor allows easy creation of customised rules for quality control, escalation of incidents and sending of notifications concerning violations or likely violations of a given SLA.
  • Ticket routing: Incoming requests can be automatically assigned to technicians according to request properties such as request category, priority, the user’s service level agreement level and others. In case of manual assignment, the product has a timeout setting to warn about unassigned tickets.
  • Logic in workflows: The product’s processing logic is contained entirely in standard SharePoint Designer workflows. You can easily customise the ticket processing algorithm, assignment of support representatives and sending of escalation or notification messages. In most cases, this is not necessary and the flexibility allowed by the product settings is adequate. But you always have this option at hand.
  • Integrated demo data pack: You can fill your new help desk site with demo data in one click. You'll get a set of tickets in various states, pre-configured products and categories, response templates, etc. This is the most convenient way to learn the product’s functionality in your own environment. You’ll get a fully-functional help desk site in 10 minutes after product download!
  • Knowledge base and response templates: Quick response templates shorten response times for frequently repeated or standard requests and the built-in knowledge base reduces the number of incoming requests by displaying informative articles from the database automatically as the user creates a new request in the web form.
  • Associated tasks for tickets: Operators can assign SharePoint tasks from a ticket. The ticket will remain in an on-hold state until all associated tasks are done. This feature helps with incidents related to hardware changes, software updates or any other situation where external assistance beyond the duties of help desk operators is required.
  • Advanced reporting: Helpdesk has a set of reports to evaluate and demonstrate the effectiveness of your support services, assess the quality of the work of individual technicians and to analyse incoming requests. These reports can be viewed in the system itself or received in scheduled emails.
For further details or pricing information, please call +44 (0)20 8733 7101 or email sales@qbssoftware.com
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