Helpdesk Support

Helpdesk

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Overview

The Helpdesk is a SharePoint Framework (SPFx) tool designed for seamless use in both SharePoint and Microsoft Teams to streamline the management of support requests. It allows users to submit issues, assign responsibilities, apply filters, and generate Excel reports for efficient tracking and analysis.

Key Features

Native to Microsoft 365- Built entirely on SharePoint Framework (SPFx) with deep integration into Microsoft Teams.
Seamless Request Management- Users can create, view, and manage requests with category, subcategory, CC, attachments, and Excel export options.
Role-Based Dashboards- Tailored views for Users, Support Staff, and Admins — each with personalized filters, charts, and reporting tools.
Visual Analytics- Horizontal bar charts and pie charts reports for real-time insights into request trends and workload.
Excel Export (Smart Views)- Export request data as per current view or full dataset — optimized for both personal use and reporting needs.
Custom Configuration Options- Admins can define category names, customize SharePoint UI, and bulk upload issue mappings via Excel.
Report Requests on Behalf- Admins can log issues on behalf of users — with intelligent assignment and full audit trail.
Security & Access Control- Rule-based row-level and item-level permission support ensures data integrity and confidentiality.

Integration Highlights

SharePoint Compatibility- The application leverages SharePoint for data storage
Microsoft Teams Support- The application can be added as a Teams tab, allowing users to manage projects and tasks without leaving the Teams environment
Outlook 365- The application triggers alert emails upon specific actions, including the creation of a request, assignment of an existing request to a user, reopening of a request, or updating the request status to ‘Closed’.