Helpdesk

Streamline Every Support Request — From Issue to Resolution

Welcome to Helpdesk Works, your centralized system for managing support requests across the organization.

Log issues instantly, route them to the right people or group, and gain powerful analytics—all without leaving your Microsoft ecosystem.

Connects seamlessly with SharePoint | Outlook | Microsoft Teams.

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Seamless Integration with Office 365

0 %

100% Integrated

Say goodbye to scattered emails and siloed spreadsheets.
Manage every support request inside SharePoint and Teams with live, secure data.

FAST

Resolves Issue Faster

From instant request creation to visual dashboards, your team gets everything needed to act quickly and stay accountable.

Key App Features

Transform your support operations with a modern Helpdesk that streamlines reporting, triaging, and tracking.

Users can submit issues in seconds, while admins gain full visibility into categories, assignments, and historical performance.

With real-time charts, Excel exports, and Power BI integration, you always know what needs attention—and why.

Raise Requests in Seconds

Submitting issues is effortless: pick a category, describe the problem, add attachments, and hit submit. Users receive instant email confirmation, ensuring full transparency from creation to resolution.

Your Requests, Perfectly Organized

Track everything you’ve submitted in one clean dashboard. Filter, sort, search across all fields, and export your view to Excel—whether you want a quick snapshot or detailed reporting.

Assigned to Me

Your assigned tasks come with visual insights: bar charts, pie charts, and smart filters help you prioritize workload instantly. Search, sort, and export—all from a single screen.

Update Any Request with Ease

Users and admins can update request details directly from the panel, keeping information accurate and up-to-date at all times.

Complete Control for Administrators — From Setup to Operations

Helpdesk Works gives administrators a powerful, all-in-one control center. Customize field names, categories, and terminology from day one to match your organization’s workflow. Admins get complete visibility through an All Requests Dashboard with interactive charts, smart filters, and Excel exports, and can create requests on behalf of users to capture every issue. Flexible category management and advanced settings let admins manage categories in bulk, adjust display names, email signatures, and SharePoint UI elements—ensuring the Helpdesk fits your branding and operational needs perfectly.

Installation & Teams Integration

Install the Helpdesk in SharePoint and add it as a Teams tab in minutes. Reuse across multiple sites and channels with zero extra setup.

Application Overview

Experience a seamless sales workflow fully integrated into your existing Microsoft 365 environment.

Log Requests on Behalf of Others

Admins can quickly create support tickets for other users—ideal for escalations, or when a user reports issues verbally. All required metadata (Reported By, Reported On, Priority, Status, Assigned To, Category, Subcategory) is captured up-front so requests are actionable from day one.

Reported By / Reported On

Log the original requester and the date the issue was reported to the admin.

Complete Metadata

Capture Priority, Status, CC, Detailed Description, and Attachments at creation.

Instant Notifications

Assigned users and the reported person receive email notifications immediately after creation.

Auto-fill Assignment

Suggested assignee is populated based on the selected Category, with option to reassign manually.

Audit-Friendly Logging

Requests created by admins are recorded under the specified Reported By name for clear traceability.

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Track All Your Submitted Requests in One Place

Never lose sight of your support history. View every request you’ve raised, refine results using powerful filters, and export your data for reporting. Everything you need to stay informed and organized is just a click away.

Global Search

Search across all request fields instantly.

Sortable Columns

Click any column header to sort and refine results.

Advanced Filters

Filter by Status, Category and more.

Excel Export

Export the current view or the full dataset based on your preferred configuration.

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Manage Your Workload with Visual Insights

View all requests assigned to you, supported by intuitive bar charts and pie charts. Drill into categories, filter results dynamically, and export your filtered list in seconds.

Interactive Charts

Click bar or pie segments to filter requests instantly.

Search & Sort

Quickly locate requests with powerful search and sorting features.

Smart Filters

Filter by Status, Priority, Request Type, Category, and more.

Excel Export

Export either your current view or the full set of available fields.

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Monitor Every Request with Powerful Admin Dashboards

Gain complete visibility into organizational support activity. Analyse request volume, resolution patterns, and category trends using dynamic visual reports. Adjustable date ranges allow deeper exploration of historical performance.

Period Selector

Choose from predefined date ranges like Week-to-Date, Last Month, or Year-to-Date.

Advanced Filtering

Filter by Category, Subcategory, Priority, Status, Assigned To, and more.

Interactive Charts

Horizontal bar and pie charts for clear visual analysis.

Excel Export

Export Current View or Default View for comprehensive reporting.

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Log Requests on Behalf of Others

Reported By / Reported On

Log the original requester and the date the issue was reported to the admin.

Complete Metadata

Capture Priority, Status, CC, Detailed Description, and Attachments at creation.

Instant Notifications

Assigned users and the reported person receive email notifications immediately after creation.

Auto-fill Assignment

Suggested assignee is populated based on the selected Category, with option to reassign manually.

Audit-Friendly Logging

Requests created by admins are recorded under the specified Reported By name for clear traceability.

Learn More

Build and Maintain Your Helpdesk Categories with Ease

Keep your Helpdesk organized with a powerful, admin-friendly interface for managing Categories, Subcategories, Common Issues, and Responsible Persons. Add items individually or upload them in bulk—ensuring your support structure stays clean, scalable, and aligned with how your organization works.

Add or Edit Categories Instantly

Create new Category and Subcategory pairs, define Common Issues, and assign the correct responsible user or group. Every field is validated to ensure accuracy and consistency.

Bulk Import via Excel

Upload dozens or hundreds of categories in one go. Download a template, fill in your data, and import it with a single click. Perfect for initial setup or large-scale restructuring.

Audit-Friendly Updates

Every change is tracked through structured data lists, ensuring your taxonomy remains clear and manageable over time.

Assign Responsible Persons

Specify who owns each issue type. Choose users or Office 365 groups—ensuring requests automatically route to the right team from the moment they are created.

Search & Filter Tools

Quickly locate existing categories using keyword searches or Category drop-down filters. Open any item to edit or delete it directly.

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Customize How Your Helpdesk Behaves

A central Admin Settings panel lets administrators tailor the Helpdesk to organizational needs—without code. Change display names, manage email branding, and control SharePoint UI elements so the tool fits your environment.

Display Name

Rename Category and Subcategory labels to match your internal terminology.

Page / UI Controls

Show or hide SharePoint elements (O365 navigation, Hub nav, Comments, Page title) to match your site experience.

Bulk Category Management

Upload or update categories via Excel to accelerate large changes.

Email Signature

Edit the email signature used in automated helpdesk communications for consistent branding.

Responsible Persons

Define or update default responsible users/groups for categories and common issues.

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Configure Your Helpdesk Pipeline Your Way

100% native to SharePoint and Teams (Personal App and Tab), the Helpdesk Tool gives you full control over how support operations run. Use the Admin Settings panel to customize Category and Subcategory names, update email signatures, define responsible users, and tailor the SharePoint interface to match your organization’s style—all without any coding. Whether you’re configuring the system yourself or managing bulk updates to categories and issue types, the Helpdesk adapts seamlessly to your workflow.

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