Helpdesk 365 is an AI-powered internal ticketing system built natively on SharePoint and Microsoft 365. It helps organizations manage employee IT support requests efficiently by automatically categorizing tickets, prioritizing urgent issues, and resolving routine problems without human intervention. The platform reduces support response times by up to 60% and auto-resolves approximately 40% of routine tickets.  

Your Helpdesk 365 data is stored within your organization’s Microsoft 365 and SharePoint environment. This allows you to use your existing Microsoft 365 security, permissions, and access controls to manage helpdesk tickets and related support data. 

Helpdesk 365 is a SharePoint Framework (SPFx) application designed to run within Microsoft 365 and SharePoint Online. It works within your existing Microsoft environment and integrates with services such as SharePoint, Microsoft Teams, and other Microsoft 365 capabilities. 

Your Helpdesk 365 ticket and support data is stored within your organization’s Microsoft 365 and SharePoint environment rather than on separate Helpdesk 365-hosted infrastructure. This helps your organization maintain control over data access and permissions using its existing Microsoft 365 security configuration.

Helpdesk 365 captures support requests from multiple channels including email and Microsoft Teams. The AI engine analyzes each ticket for urgency and business impact, then automatically routes requests to the appropriate team members. The system continuously learns from every interaction to improve accuracy and can independently resolve common requests such as password resets, access permissions, and software installations.  

Helpdesk 365 works within your Microsoft 365 environment, allowing teams to manage support requests using familiar Microsoft tools. This helps reduce app switching while keeping ticket communication, collaboration, and workflows connected. 

Yes. Helpdesk 365 integrates with Microsoft Teams, allowing users and support teams to work with tickets without constantly moving between separate support applications.

Yes. Helpdesk 365 includes AI capabilities designed to assist with tasks such as ticket categorization, prioritization, responses, and handling routine support requests, helping agents work more efficiently. 

Yes. Employees can submit support requests and follow their ticket progress, giving them better visibility into the status of their issues while reducing unnecessary follow-ups with support teams.  

Yes. Support teams can use SLA management and escalation workflows to track service targets, identify overdue requests, and ensure important tickets receive timely attention. 

Helpdesk 365 is designed specifically for organizations working in the Microsoft 365 ecosystem. It allows teams to build their support process around familiar tools such as Microsoft Teams and SharePoint instead of introducing a completely separate environment. 
 

Yes. Organizations can configure Helpdesk 365 around different support processes, ticket categories, priorities, workflows, and teams to better match their internal service requirements.