About HarePoint HelpDesk for SharePoint

Ready-made customer support system for internet and intranet sites based on the SharePoint platform.

HarePoint Help Desk is a ready-made customer support system for internet and intranet sites based on the SharePoint platform. This solution allows you to create an efficient system for processing incoming support requests. HarePoint HelpDesk is provided in two different editions (Basic, Standard), the main difference between them is the set of included features.

HarePoint HelpDesk for SharePoint - An outstanding helpdesk solution for your SharePoint site!
HarePoint HelpDesk for SharePoint is a ready-made customer support system for internet and intranet sites based on the SharePoint platform. This solution allows you to create an efficient system for processing incoming support requests. The most outstanding feature of the product in that it is easily deployed and immediately ready for use.

HarePoint HelpDesk Key Features:

Email-based request submission and responding
In addition to submitting requests through a form on a web page, users can create requests via email and can continue the conversation either through the form on the site or simply by email without ever visiting the site. The technician can enter a support request in the name of a user with whom, for example, he just spoke to via telephone. After that, the user can interact through the system as the issue is resolved through the web form or via email.

Quick templates and knowledge base
Quick response templates shorten response times for frequently repeated or standard requests, and the built-in knowledge base reduces the number of incoming requests by displaying items from the database automatically when users create new requests through the web form.

Proactive SLA management
The product contains a configurable catalog of services and service levels with automatic monitoring. The built-in constructor allows easy creation of customized rules for the organization for quality control, escalation of incidents, and sending of notifications concerning violations or likely violations of a given SLA.

Advanced reporting
HelpDesk has a set of reports to evaluate and demonstrate the effectiveness of your support services, assess the quality of the work of individual technicians, and to analyze incoming requests. These reports can be viewed in the system itself or received in scheduled emails.

Easy deployment, customization and integration
An outstanding installation wizard allows you to set up the product in minutes; flexible and intuitive customization features allow the product to meet all of your compliance and request processing needs. As a native solution for SharePoint, the product can easily be integrated in your existing web-sites.

HarePoint HelpDesk is provided in two different editions (Basic, Standard), the main difference between them is the set of included features.

Features Basic Standard
Helpdesk interface localization
Customizable administrator and user interface
Workflow support
Basic reporting system
Web-based submission of requests
Email notifications system
Report subscription support  
KPI / advanced reporting system  
SLA support  
Answer templates support  
E-Mail-based submission of requests