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Office 365 support ticket how to#
Office 365 support ticket software#
Office 365 support ticket code#

NOTE: lots of the code needed for this is provided by Microsoft in this article

Implementing column formatting to increase recall and usability of the list views, demonstrated in the below image.Other optional features include the following:.You'd want him to know exactly where to go to submit his claim to the people equipped to fix it. Imagine that Rhafiq's computer starts on fire and he has a presentation to arrange with a deadline of two hours from now. Therefore, find a place in your Intranet that is expected to have a happy, long life and place it in an area that is intuitive for both end-users and administrative IT staff.

Office 365 support ticket software#

Where will this live? Since computers and software will always break and end-users will always need professional assistance, a ticketing system should always be present.Which columns will be created as choice columns and which will be text columns? In my example, 'Priority', 'Category', and 'Status' are choices because I leverage these columns for creating custom views (more on that later) and want standardization for reviewing and filtering.What types of permissions do you want on this list? If you're working in an industry that handles lots of sensitive information, it might be best to target this only to a specific group of users by making the most of SharePoint security groups.A few things to consider while doing this: The first step is to set up the SharePoint list that will eventually become the ticketing system repository (or database, if you will).Correcting issues for this project won't be the end of the world but it's best to have a clear idea of which fields to include in this workflow ahead of time. As with any project, ensure that all requirements have been gathered well in advance to building.Got everything in line!? Great! Let's get started. A stable SharePoint site accessible to at least the IT Help Desk of your organization-if not just everyone, depending on content sensitivity and compliance regulations.Access to Microsoft Flow, Forms, and Edit permissions to the underlying SharePoint list.A service account dedicated to Forms and Flow connections (I'll likely blog about how important this is in the future).Here's a list of things you will need before getting started:

Office 365 support ticket how to#

Limitations aside, and if I still have your attention, let's get in to how to actually build this system. If Jessica speaks with the end-user and learns new information about the request in the ticketing system, the only way she can include it in a ticket is by appending it to the original description There is no clean way to track updates and progress on a ticket.

Reporting and auditing functions only touch user input in Microsoft Forms tracking metrics and turnaround times is not easily achievable with this system.

There is no way to reopen a ticket that was erroneously closed (at least not in the boundaries of my imagination-please comment if you have any ideas!).

Filtering and personalized view capabilities to provide each Help Desk/IT employee an optimal, intuitive experience that aligns with their working styleīefore I get into how to create a simple ticketing system using SharePoint Online and O365, I'd like to first point out some of the limitations of using this system:.

The ability to set follow-up dates and times.

Minor reporting capabilities using Microsoft Forms.

The ability to easily contact the submitter for follow-up and create personalized dashboards using SharePoint Online list views.

Email notifications to both the submitter and the Help Desk for various stages of a ticket's life cycle.

While I fully understood from the start that OOTB functionality in SharePoint wouldn't provide the best means for accomplishing this task, I was pleased to discover that it is surprisingly capable of offering the core requirements of a ticketing system including the following functions: I was recently tasked with creating a simple help desk ticketing system in SharePoint Online and Office 365 for a client.