About HarePoint HelpDesk for SharePoint
HarePoint HelpDesk for SharePoint is a helpdesk software from HarePoint that provides a comprehensive solution for managing support requests. It combines HarePoint Analytics for SharePoint, SharePoint Workflow solutions, and support for top products, so organizations can efficiently track and resolve issues. This software simplifies the helpdesk process by integrating with SharePoint’s workflow capabilities, ensuring that teams can respond to requests promptly. Additionally, it offers features for reporting and analytics, allowing managers to monitor performance and improve service quality. Key capabilities: Helpdesk ticket management Reporting and analytics Workflow integration User self-service portal Customizable notifications Best for: IT teams that need to manage support tickets efficiently within SharePoint.
HarePoint HelpDesk for SharePoint by HarePoint is a helpdesk and ticket management solution designed specifically for organizations that rely on Microsoft SharePoint as part of their daily operations. Its primary purpose is to centralize support requests, incidents, and service tasks within the SharePoint environment, allowing IT and support teams to manage issues efficiently without leaving their existing collaboration platform. Key features include ticket tracking, SLA management, automation rules, reporting, and customizable workflows tailored to internal or external support needs. The user interface closely follows the familiar SharePoint layout, which significantly reduces the learning curve for users already accustomed to Microsoft tools. Navigation is structured around lists, dashboards, and forms that feel native to SharePoint. End users can submit requests through simple forms, while agents benefit from clear ticket views, filters, and dashboards. The design prioritizes function over flash, making it practical and intuitive rather than visually complex. Functionality is one of HarePoint HelpDesk’s strongest points. It supports multi-channel ticket submission, automated ticket assignment, escalation rules, SLA tracking, and detailed reporting.
Pros & Cons
- +It lives right inside your SharePoint farm, so you don't have to manage another separate software ecosystem.
- +The one-time license fee is a breath of fresh air compared to endless monthly subscription traps.
- +The setup is surprisingly fast; you can realistically go from downloading to handling tickets in about an hour.
- +Automated Knowledge Base suggestions actually stop tickets from being created in the first place, saving everyone time.
- +Having a unified thread that combines both email and web replies makes tracking messy conversations much easier.
- −If your team doesn't already live in SharePoint, the interface might feel a bit clunky and "corporate."
- −You only get one year of updates for free, which feels like a ticking clock for future compatibility.
- −It is strictly tied to SharePoint, meaning you can't easily move your helpdesk if you switch platforms.
- −Small teams might find the workflow-based SLA system a bit too complex to set up and maintain.
- −The reporting is solid, but you are limited to the data structures SharePoint allows, which can be restrictive.
Features
Key features
- Email-to-Ticket Conversion
- Automatically transforms incoming support emails and website form submissions into organized tickets within a unified SharePoint list.
- Proactive SLA Management
- Uses a visual editor and workflow-based system to track reaction times, send expiration alerts, and trigger automatic escalations.
- Integrated Knowledge Base
- Reduces ticket volume by automatically suggesting relevant articles to users before they submit a request.
- Full SharePoint Integration
- Operates directly within your existing SharePoint farm as a website without requiring infrastructure changes or external databases.
- Advanced Reporting and Monitoring
- Provides management with real-time data on support quality indicators and technician performance through customizable reports.
- Automated Request Assignment
- Minimizes response lag by using an intelligent tool to instantly assign new tickets to the appropriate technicians.
Additional features
- Email-to-Ticket Integration
- Creates tickets automatically from email conversations and captures the entire message thread for easy tracking.
- Automated Escalation
- Moves requests to higher priority levels or different staff if they are not addressed within a specific timeframe.
- Real-time Notifications
- Sends immediate alerts to operators and users regarding new tickets, replies, or status updates.
- SLA Rule Editor
- Features a smart visual tool to set up and apply Service Level Agreement rules right out of the box.
- Request Filtering and Grouping
- Enables technicians to sort, group, and filter the ticket list to manage their daily workload efficiently.
- Task Assignment
- Allows primary technicians to assign sub-tasks to other co-workers to help resolve complex issues.
- Message Template Customization
- Provides a system for editing the layout and content of all automated email notifications.
- One-Hour Deployment
- Designed for rapid installation that typically takes about sixty minutes with available specialist assistance.
- Free Trial Environment Licenses
- Includes complimentary licenses for all non-production and testing environments.
Pricing
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About HarePoint HelpDesk for SharePoint
HarePoint HelpDesk for SharePoint is a helpdesk software from HarePoint that provides a comprehensive solution for managing support requests. It combines HarePoint Analytics for SharePoint, SharePoint Workflow solutions, and support for top products, so organizations can efficiently track and resolve issues. This software simplifies the helpdesk process by integrating with SharePoint’s workflow capabilities, ensuring that teams can respond to requests promptly. Additionally, it offers features for reporting and analytics, allowing managers to monitor performance and improve service quality. Key capabilities: Helpdesk ticket management Reporting and analytics Workflow integration User self-service portal Customizable notifications Best for: IT teams that need to manage support tickets efficiently within SharePoint.
HarePoint HelpDesk for SharePoint Details
HarePoint HelpDesk for SharePoint's In-App Market Place
Does HarePoint HelpDesk for SharePoint have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), AUD (A$), CAD (C$), JPY (¥), CHF (Fr), CNY (¥), INR (₹), RUB (₽), MXN (Mex$), BRL (R$), KRW (₩)
Pros & Cons
- It lives right inside your SharePoint farm, so you don't have to manage another separate software ecosystem.
- The one-time license fee is a breath of fresh air compared to endless monthly subscription traps.
- The setup is surprisingly fast; you can realistically go from downloading to handling tickets in about an hour.
- Automated Knowledge Base suggestions actually stop tickets from being created in the first place, saving everyone time.
- Having a unified thread that combines both email and web replies makes tracking messy conversations much easier.
- If your team doesn't already live in SharePoint, the interface might feel a bit clunky and "corporate."
- You only get one year of updates for free, which feels like a ticking clock for future compatibility.
- It is strictly tied to SharePoint, meaning you can't easily move your helpdesk if you switch platforms.
- Small teams might find the workflow-based SLA system a bit too complex to set up and maintain.
- The reporting is solid, but you are limited to the data structures SharePoint allows, which can be restrictive.
HarePoint HelpDesk for SharePoint's Support Options
Email Address
support@harepoint.comContact
+1 (888) 323-1810Community Forums
https://forum.harepoint.com/HarePoint HelpDesk for SharePoint's Alternatives
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