Microsoft SharePoint is used by over 190 million people worldwide.
The collaborative platform has risen in popularity in the last few years, especially in the era of remote work, and more and more businesses are attempting to create a cohesive tech stack using SharePoint.
That’s why help desks, IT, customer service, and other teams have turned to the SharePoint ticketing system to manage their ticketing needs. But while using a SharePoint ticketing system can be beneficial, where do you even start?
Read on for an overview of these ticketing systems, who they’re for, their benefits and disadvantages, and how to create one for your business to tap into the full potential of SharePoint.
Launched in 2011, SharePoint is Microsoft’s web-based collaboration and content management platform that provides organizations with a range of features, including document management, team collaboration, business intelligence, and workflow automation.
SharePoint can be deployed both on-premises and in the cloud and can be customized to meet an organization's specific needs. Its flexibility and scalability make it a popular choice for businesses of all sizes and industries.
The platform also has the core requirements to create an effective ticketing system.
A Microsoft SharePoint ticket system is a tool built on top of Microsoft SharePoint that enables organizations to track and manage support requests, incidents, and other types of inquiries from customers or employees.
Using the SharePoint ticketing system, users can create and assign tickets to specific teams or individuals, track the progress of the tickets, and communicate with the requester throughout the process. The system provides a centralized location for managing all support requests, making prioritizing and managing tasks easier.
Additionally, the SharePoint ticketing system can integrate with tools like Microsoft Power Automate to allow for the creation of custom workflows, fields, and templates.
A Microsoft SharePoint help desk ticket system is commonly used by organizations that provide customer support, IT, or help desk services. It can be used by internal teams to manage support requests from employees or to manage customer support requests.
In other words, a company's IT department can use a SharePoint ticketing system to manage and resolve technical issues reported by employees, while a customer support team can use it to track and resolve customer inquiries or issues.
The SharePoint ticketing system can be used by organizations of all sizes and across various industries, including healthcare, finance, education, and government. It is particularly useful for organizations with a large volume of support requests that need to be managed efficiently and effectively.
Using a SharePoint ticketing system comes with some significant advantages, including:
Although it has many advantages, a SharePoint Ticketing system is not a magic bullet; it comes with some challenges, including:
Implementing a SharePoint help desk ticketing system can revolutionize your organization’s approach to handling support requests and task management. By centralizing all requests in one place, it becomes significantly easier to track, manage, and respond to issues promptly. SharePoint’s collaborative features enhance team communication and cooperation, ensuring faster resolution times. The system promotes accountability by assigning tickets to specific team members and monitoring their progress, ensuring no request is overlooked.
Additionally, SharePoint’s customizable workflows can be tailored to fit your organization’s unique processes, improving overall efficiency. Comprehensive reporting features provide valuable insights into response times, ticket volumes, and resolution rates, helping identify areas for improvement.
Integration with other Microsoft tools and third-party applications creates a cohesive ecosystem for managing various business aspects, while the user-friendly interface encourages widespread adoption. Overall, a SharePoint ticketing system streamlines support processes, enhances collaboration, and offers critical insights, leading to improved efficiency and better service for your users.
If you’re ready to implement a SharePoint ticket system, follow the steps below for the basic setup. But remember, for more comprehensive capabilities, integrating with sophisticated ticketing technology will help you get there.
(Psst...you can do all 11 steps and much more by integrating your SharePoint with DeskDirector to create a powerful, centralized ticketing system directly in your existing system!)
The SharePoint ticketing system is an excellent option for help desks and other ticket users, especially those already using SharePoint. By integrating with a third-party system, SharePoint users can access a world of sophisticated features to help manage and streamline the entire ticket lifecycle.
Want to add a centralized ticketing system directly to your SharePoint? Sign up to try DeskDirector
Warwick Eade is the founder of DeskDirector and Lancom Technology, two pioneering companies that have redefined the landscape of IT automation and ticketing systems. As a distinguished member of the Institute of Information Technology Professionals, the IEEE Computer Society, and the NZ Software Association, Warwick brings many decades of transformative leadership and innovation to the technology sector.
Warwick’s groundbreaking journey began with a simple, yet powerful idea sketched on a whiteboard at Lancom, where he envisioned more streamlined and efficient IT systems. This vision materialized into DeskDirector, a revolutionary all-in-one ticketing automation platform that enhances organizational workflows, process management, and client relationships, benefiting everyone from IT to HR.