In the case of help desk solution in sharepoint, this can be really handy as I only need to see tickets I created, not someone else’s. External users can create, view and make changes to the tickets with the help of a widget. This tool can integrate with email and asset management systems. The question about how to customize the ticketing system in sharepoint is very popular, so there are a lot of ready-made products that can simplify the customization process.

The best practice would be to set security at the site level and let the list inherit the security from the site. If you have other web parts on the site or require special unique security for the list, you will need to break that inheritance at the list level. To learn more about how to properly set security for the whole site, check out this post. One you created your web part, you need to configure it with custom metadata. If you opted for the issue tracking web part, you would already have some valuable fields like assigned to, status, priority.

A ticketing system is about solving problems without complications, it is devoted to making workflows more clear and convenient. Once assigned, the technician gets an immediate notification of the helpdesk request. The email contains the content of the request along with the name of it ("Ticket #1 - corp\rfisch"), and a link to the sharepoint item ("View helpdesk progress"). I know how to create basic sharepoint lists to track information, but I would like create a dynamic workflow application for submitting and tracking helpdesk requests. Sharepoint helpdesk Can you please explain little more on how to add workflow rather than incoming email settings.

The tool is available on mobile devices and enables 24/7 support. It help desk offers integration with email and asset management systems. It’s easy to manage, as it uses standard sharepoint utilities as well as a custom administrative interface for easy configuring and maintaining the system. The tool supports priority filters that allow identifying deadlines and overdue tickets quickly. It help desk has extensive reporting capabilities, including visual displays of ticket status, assignment, quantity, priority, resolution time, etc.

It provides an overview about when tickets are logged, due, worked and resolved over a period of time. Any fields can be selected for inclusion into the reports which can then be exported to pdf, word, excel, text, xml or htmlwebpageor printed for sharing and easy distribution. Talking about the outlook and sharepoint integration, when the time arises to edit or re-assign to another technician, or add a comment to a ticket, normally, you would do that directly from the sharepoint site. Another way of doing this is from the comfort of your outlook itself. So follow the guide, create a discussion board on your sharepoimt.