SharePoint works well as a ticket system for lots of companies today. It helps handle customer problems in an organized and precise way. If your company needs a way to keep track of support requests, SharePoint’s ticket system can help. This article talks about using SharePoint for tickets, why it’s good, what it does, where it’s used, how to set it up, and more. Let’s get started!
What is a SharePoint Ticketing System?
A SharePoint ticketing system helps keep track of questions and requests from customers and employees. It’s built on Microsoft SharePoint, which is good for storing and sharing data securely. This system is flexible and can handle lots of requests. It automates tasks like creating tickets and tracking progress. Support staff can update tickets easily. It can also work with Microsoft Power Automate to customize things like templates and workflows for your business.
SharePoint Online Ticketing System Benefits
Businesses often use SharePoint to make their helpdesk ticketing process automatic by creating a custom ticketing system. This has lots of advantages. Here are some reasons why using SharePoint to make a personalized ticketing system is a good idea:
1. Automated Workflow: SharePoint adds many features to the ticketing system to help companies automate their processes. This includes things like notifications, request escalations, delegations, and email alerts. For example, you can set up tickets to go to the right person automatically and manage the escalation process better. This makes employees happier and makes the process more efficient and accurate.
2. Using Existing Systems: Businesses that already use Microsoft 365 or SharePoint usually prefer a SharePoint-based ticketing system. They want to solve problems using what they already have without making things more complicated. Since their employees are already familiar with SharePoint, they can start using the ticketing system easily.
3. Good Security: SharePoint has strong security features from Microsoft. This includes things like multi-factor authentication, role-based access, and data encryption. This helps keep business data safe.
4. Lots of Customization: When companies make ticketing systems in SharePoint, they can customize them a lot. For example, they can improve how they solve issues, which helps build a loyal customer base. SharePoint also saves time and resources by working with other parts of the business, like inventory management.
5. More Visibility: Businesses can track and analyze every step of the ticketing process with SharePoint. This helps them see where there are problems and make things smoother. They can also keep an eye on things like how quickly their team responds to issues.
6. Cloud Integration: SharePoint can work in the cloud, which means everyone using the ticketing system can see the same information, updates, and ticket statuses.
7. Self-Service Option: You can connect SharePoint with chatbots to offer support all the time. These chatbots can answer simple questions, so your team spends less time on easy problems and more time on hard ones.
8. Easy Maintenance: Keeping an eye on a ticketing system with SharePoint is easy because everything is in one place. This helps businesses track customer issues well and offer solutions quickly. Updates and upgrades are also easy to get.
9. Smooth Troubleshooting: Using SharePoint for ticket management helps businesses find and fix problems easily. For example, they can spot email issues quickly. This saves money on expensive ticketing solutions and cuts down on time wasted on unclear software.
Features of SharePoint Ticketing System
SharePoint offers a breadth of functionality that help create a feature-rich ticketing system. The features could include:
Your SharePoint ticketing system has lots of different forms you can use to make requests, like for services, purchases, facilities, HR matters, IT issues, and more.
Smart Search:
This ticketing system lets you search for things easily. You can look for requests by type, status, who’s handling them, when they’re due, what they’re related to, and more.
Automatic Tasks:
With SharePoint, you can make repetitive tasks happen automatically using Power Automate and bots. You can also create custom ways for requests to be approved, tickets to be sent to the right place, and more.
Instant Alerts:
The ticketing system sends you quick messages when important things happen, like when a request gets approved, a due date is coming up, a ticket is made, or one is closed, or when a request’s status changes.
Scheduled Tasks:
You can set up tickets to be made automatically for things that happen regularly. For example, you could have tickets made every week to check office equipment or every 15 days to update IT systems.
Detailed Reports:
This system gives you good reports so you can see how things are going. You can see how many requests have been dealt with or are still waiting, how many tickets haven’t been assigned yet, which types of requests are most common, and more.
Knowledge Base:
By collecting and analyzing data in one place, the ticketing system helps businesses learn important things. For example, by seeing which requests come up the most, you can find better ways to deal with them quickly.
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Industry Use Cases of SharePoint as a Ticketing System
SharePoint as a ticketing system is versatile and can be applied across various industries:
Healthcare:
– Ordering medications and medical equipment
– Facilitating communication between patients and caregivers
Manufacturing:
– Managing incident reports and safety concerns
– Scheduling and tracking equipment maintenance
Construction:
– Ordering raw materials
– Managing equipment and transportation
Law:
– Handling case support and scheduling meetings
– Requesting billing information
Finance and Banking:
– Providing customer support
– Supporting operational tasks
Government:
– Managing issues and facilities
– Overseeing real estate inspections and lease administration
Real Estate:
– Managing inspections and lease administration
– Handling work orders and inventory requests
Education:
– Administering student loans, amenities, and enrollment
– Managing student accommodation and service requests
Applications of SharePoint Ticketing Systems
Moreover, SharePoint ticketing systems can be tailored to specific business needs:
Accounting & Finance:
– Tracking payments and issuing invoices
– Approving expenses
Office Support:
– Managing office supplies
– Coordinating courier and printing services
Security Department:
– Handling audit requests and security requirements
– Processing security check requests
Human Resources:
– Managing onboarding, training, and leaves
– Administering salaries
Facilities Support:
– Handling repair and booking requests
– Managing requests for new equipment or replacements
IT Department:
– Resolving network issues and providing intranet support
– Addressing user access problems and providing general user support
Procurement:
– Managing quote and purchase requests
Legal Department:
– Reviewing and approving requests
– Certifying documents
Customer Support:
– Addressing service issues and product complaints
How to Implement a SharePoint Ticketing System?
To leverage the comprehensive capabilities of a SharePoint support ticket system, you must implement it correctly. We’ve collated the following step-by-step implementation process for your benefit.
Here’s a breakdown of the steps to build a SharePoint ticketing system, along with how we can assist you at each stage:
Step #1: Identify your Business Requirements
– Determine what types of requests your personnel need to manage.
– Consider personalization needs for your unique products and services.
– Define workflows that must be automated and utilized within the system.
Step #2: Create a Plan
– Develop a clear roadmap with detailed resource requirements, timelines for each stage, and budget estimates.
Step #3: SharePoint Configuration
– Customize SharePoint to meet your business requirements by creating the appropriate design, structure, fields, and workflows.
Step #4: Set Up Permissions and Lists
– Establish custom lists for ticket submission and storage, with access permissions to safeguard sensitive business data.
Step #5: Personalize the User Interface
– Customize the user interface to align with your company’s branding and styling guidelines.
Step #6: Train your Ticketing System’s Users
– Provide comprehensive training on system usage, including ticket creation, management, progress tracking, and communication with requesters.
Step #7: Test the Ticketing System
– Conduct thorough testing to identify and address any errors or bugs before launch.
Step #8: Launch Your System
– Deploy the ticketing solution and inform stakeholders of its availability.
Step #9: Monitor and Maintain the System
– Continuously monitor system performance and implement updates or upgrades as needed.
Step #10: Conduct continuous improvements
– Gather feedback from users to implement enhancements and new features as necessary.
Need Help with Enterprise-Scale Ticketing System?
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How We Can Help:
– As an experienced SharePoint development provider, we offer services tailored to small, mid-sized, and enterprise-level businesses.
– Our team can assist in building a personalized ticketing system that aligns with your business and industry-specific needs.
– Whether you require minor adjustments or deep customizations, we can deliver outcomes that meet your expectations.
– We specialize in integrating SharePoint with other applications and systems, such as CRM, ERP, and databases, to ensure seamless functionality within your existing enterprise ecosystem.
– Our Microsoft-certified gold partner status ensures access to a highly skilled and experienced team of developers proficient in the entire Microsoft suite.
– We provide comprehensive SharePoint services, including consulting, development, integration, migration, Business Intelligence (BI), and reporting.
– Our success stories, like the SharePoint Helpdesk System for a US-based financial services company, demonstrate our ability to deliver effective and efficient solutions tailored to our clients’ needs.
Contact us today to discuss how we can help you implement a feature-rich, highly functional, and scalable SharePoint-based ticketing system.