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. 

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 stands out through its AI-driven prioritization engine that analyzes tickets by urgency, user impact, and business priority in real-time. Unlike traditional ticketing systems that treat all requests equally, Helpdesk 365 ensures VIP executives and critical issues receive immediate attention. The platform automatically resolves 40% of routine tickets without agent intervention and seamlessly integrates with your existing Microsoft 365 environment. 

Yes, Helpdesk 365 is a native SharePoint ticketing system that integrates seamlessly with your existing Microsoft 365 environment. It leverages SharePoint’s built-in security, permissions, and collaboration features while adding AI-powered automation and intelligent ticket management capabilities. 

SharePoint serves as a collaboration platform for managing documents and workflows. For ticketing, you can use SharePoint Lists to log and track tickets, Workflows for automating assignments and updates, and Power Automate for advanced automation.  

However, for a more robust solution, Helpdesk 365 integrates seamlessly with SharePoint to provide enterprise-grade ticketing with AI capabilities and minimal configuration. 

A Teams ticketing system is a helpdesk solution integrated directly into Microsoft Teams, allowing employees to raise, track, and resolve support requests without leaving their collaboration platform. Helpdesk 365 functions as a Teams ticketing system, streamlining issue management, improving response times, and enhancing productivity since all communication and ticket tracking happens within Microsoft Teams. 

A Teams ticketing system is a helpdesk solution integrated directly into Microsoft Teams, allowing employees to raise, track, and resolve support requests without leaving their collaboration platform. Helpdesk 365 functions as a Teams ticketing system, streamlining issue management, improving response times, and enhancing productivity since all communication and ticket tracking happens within Microsoft Teams. 

When integrated with Teams through Helpdesk 365, users can raise, track, and resolve tickets directly within Teams. This makes support management more collaborative and accessible, allowing employees and support teams to communicate in real-time on the same platform they use for daily work. 

To create a ticket in Helpdesk 365: 

1. Open Microsoft Teams and navigate to the Helpdesk 365 app 

1. Click “New Ticket” to start your request 

1. Fill in the required details including the issue description, priority level, and any relevant attachments 

1. Submit the ticket for instant logging 

Once submitted, you can track updates and communicate with the support team directly in Teams throughout the resolution process. 

Users can submit support requests through multiple channels: online forms, email, or Microsoft Teams. All requests are automatically captured by Helpdesk 365, sorted, assigned to appropriate team members, and tracked using SharePoint lists and automated workflows. 

Helpdesk 365 uses Power Automate to create automated workflows based on criteria such as ticket category, priority level, or department. This ensures tickets are intelligently routed to the appropriate team members for timely resolution without manual intervention. 

Helpdesk 365 provides comprehensive reporting including real-time dashboards and detailed reports on ticket volume, response times, resolution rates, SLA compliance, agent performance, and trend analysis. These data-driven insights help managers optimize support operations and identify areas for improvement. 

A SharePoint ticketing system like Helpdesk 365 centralizes all support requests, tracks resolution progress in real-time, and automatically assigns tickets to the right team members. This ensures faster response times, better accountability, improved visibility into support operations, and enhanced employee satisfaction. 

Most organizations have Helpdesk 365 fully operational within 1-2 weeks. Implementation includes SharePoint configuration, AI model training on your existing ticket data, workflow customization, user onboarding, and agent training. Smaller teams can be up and running in as little as 3-5 days. 

No, Helpdesk 365 is designed for easy deployment by non-technical administrators. The guided setup wizard walks you through configuration, and the support team provides hands-on assistance. If you can manage SharePoint lists and permissions, you can set up Helpdesk 365. 

Helpdesk 365 works with your existing Microsoft 365 Business or Enterprise licenses. No additional Microsoft licensing is required. You only need Helpdesk 365 subscriptions based on your agent count and feature requirements. 

Helpdesk 365 works on all modern browsers including Chrome, Edge, Firefox, and Safari (latest two versions). The interface is optimized for desktop and tablet viewing with responsive design. 

No, Helpdesk 365 is 100% cloud-based, running on Microsoft 365 and Azure infrastructure. There’s no hardware to buy, maintain, or upgrade. Everything is managed and automatically scaled in the cloud. 

User licenses are calculated based on individuals who work on tickets, respond to requests, manage tickets, or administer the helpdesk. This includes agents, supervisors, and administrators. All plans come with five user licenses included, and you can purchase additional licenses by contacting the sales team or support team. 

Requesters who raise tickets for themselves are not counted toward user licenses. The number of requesters varies by plan, with unlimited requesters available in Premium and Enterprise plans.