Helpdesk 365 Glossary
Explore our comprehensive glossary of essential terms used in helpdesk and ticketing systems. This guide simplifies industry jargon, making it your go-to resource for understanding key terms, so you can stay informed and ahead of the curve.
No credit card required!
Agent – A support team member who handles tickets, responds to requests, and resolves issues. Agents require user licenses.
AI Agentic Tickets – Intelligent automation that delivers smart, context-aware replies, automates routine tasks, and accelerates issue resolution.
AI Copilot – An intelligent assistant that automates response drafting, provides suggestions, summarizes conversations, and offers next-action recommendations.
AI Helpdesk – An intelligent support system using artificial intelligence to automate ticket management, routing, and response generation within platforms like Microsoft Teams.
Auto-Assign/Auto-Route – Automatic assignment of tickets to appropriate agents based on issue type, urgency, and team member expertise.
Automation – Using AI to perform tasks without manual intervention, including ticket routing, response generation, and routine issue resolution.
Accountability – Clear responsibility tracking throughout the request and approval process to ensure nothing falls through the cracks.
Approval – The authorization or validation step required before a request can proceed or be fulfilled.
Approval Chains – Sequential series of approvers that requests move through automatically from one level to the next.
Approval Workflows – Automated processes that route requests through predefined approval stages without manual intervention
Approver – An individual authorized to review and approve or reject requests within the workflow system.
Automated Approvals – Self-executing multi-level workflows that route requests automatically designated approvers based on predefined rules.
Accountability – Clear responsibility and tracking across support operations to ensure commitments are met and performance is maintained.
Actionable Insights – Data-driven information that can be directly applied to improve support operations and team performance.
Actionable Intelligence – Meaningful data interpretations that enable teams to make informed decisions and take specific actions.
Agent Performance – Metrics measuring individual support team member productivity, efficiency, and quality of work.
Analytics – The systematic analysis of support data to extract meaningful patterns, trends, and insights for decision-making.
Authentication – The process of verifying a user’s identity before granting access to the helpdesk system.
Automation / Automated Escalations – Automatic processes that alert supervisors or escalate tickets when SLA deadlines are at risk, ensuring timely resolutions and compliance.
AI (Artificial Intelligence) – Technology that automates and improves helpdesk operations by analyzing patterns, routing tickets, and predicting priorities for faster resolutions.
Assignment (Ticket Assignment) – The process of assigning tickets automatically to the right agents or departments based on predefined rules like category or priority.
Azure DevOps – A Microsoft platform offering tools for version control, CI/CD pipelines, project management, and collaboration across development and support teams.
Azure DevOps Boards – A task management system in Azure DevOps that tracks work items like bugs, tasks, and feature requests for efficient project tracking.
Automation – The process of streamlining helpdesk workflows using tools like Power Automate or Azure services to reduce manual effort and speed up operations.
Azure DevOps – A Microsoft platform that connects support and development teams by converting tickets into actionable work items for faster bug fixing and project tracking.
Azure OpenAI – Microsoft’s AI-powered service integrated with Helpdesk 365 to provide intelligent ticket suggestions, summaries, and automated responses.
Alerts – Real-time notifications triggered by specific conditions (like high-priority tickets or SLA breaches) to keep the support team proactive.
Approvals – Automated workflows that handle ticket-related approvals, such as budget confirmations or escalations, ensuring quick decision-making.
Automatic Assignment – Helpdesk feature that routes incoming tickets to the right technician or team automatically.
Auto Assignment – Automated routing of employee queries or tickets to the right HR team member.
Attendance Management – Tracking and managing employee attendance, leaves, and working hours.
Back-End Workflow – The internal automated processes running behind the scenes that manage ticket flow and updates.
Bug Tracking – The method of logging, monitoring, and resolving software defects through Azure DevOps work items linked to helpdesk tickets.
Brand Presence – Consistent visibility and identity of the organization across digital and physical channels.
Compliance – Adherence to organizational standards and regulations, maintained through consistent, structured workflows.
Custom Fields – User-defined form elements tailored to capture specific information required for different request types.
Customizable Forms – Flexible form designs with required fields, dropdowns, and logic to capture precise information for each request type.
Chatbot Bubble 365 – A virtual assistant providing instant, 24/7 automated support through AI-powered chat.
Centralized Repository – A single, unified location where all knowledge, solutions, and documentation are stored and organized.
Campaigns – Structured promotional initiatives (digital, events, partnerships) aligned with organizational vision.
Centralized Ticket System – Unified platform in Helpdesk 365 to log, track, and manage all marketing requests in one place.
Content – The information, solutions, and documentation stored within the knowledge base articles.
Continuous Improvement – The ongoing process of updating, refining, and enhancing knowledge base content to maintain relevance and accuracy.
Custom Reports – Tailored data reports filtered by specific criteria like department, category, priority, or ticket type to focus on relevant metrics.
Categorization – Assigning tickets into predefined groups such as department, issue type, or priority.
Conditions – Logic rules (like “if/then”) that determine when automation actions should occur.
Custom Workflow – A personalized sequence of automated steps to fit specific organizational processes.
Customer Notification – Automated messages sent to customers for ticket status, resolution, or updates.
Compliance – Adherence to industry regulations and standards (like GDPR, ISO, etc.) to ensure data protection and privacy.
Confidentiality – Ensuring that sensitive ticket and user information is only accessible to authorized personnel.
Custom SLAs – Tailored service level agreements created based on ticket type, priority, department, or customer-specific requirements.
Compliance – The adherence to pre-defined service timelines and standards as outlined in SLAs.
Category-Based Assignment – Routing tickets based on their issue type or category (e.g., IT, HR, Finance) for faster and more accurate handling.
Categorization – Grouping tickets by type, department, or urgency to make management easier and improve prioritization accuracy.
Collaboration (Real-Time Collaboration) – The ability for team members to work together within Microsoft Teams, sharing ticket updates, tagging teammates, and communicating seamlessly.
Custom Workflows – Tailor-made processes that define how tickets move through stages like “New,” “In Progress,” and “Resolved,” aligning the helpdesk system with your organization’s needs.
Custom Statuses – User-defined ticket statuses that match your internal processes, offering flexibility beyond default labels like “Open” or “Closed.”
CI/CD (Continuous Integration / Continuous Deployment) – Automated development practices that build, test, and deploy code changes quickly and reliably, reducing manual release efforts.
Continuous Deployment – Automatically releasing software updates to production after successful testing, improving speed and consistency.
Continuous Integration – Regularly merging code changes into a shared repository and testing them automatically to detect issues early.
Compliance – Adherence to Microsoft 365’s data protection and governance standards, ensuring AI-assisted processes remain secure and policy-aligned.
Copilot – Microsoft’s AI-powered assistant embedded within Helpdesk 365 that summarizes tickets, suggests replies, and automates repetitive support actions.
CRM Integration – The connection between Helpdesk 365 and customer relationship management systems, allowing seamless data updates and ticket syncing.
Custom Workflows – User-defined automation flows that fit specific helpdesk or organizational needs, built through Power Automate’s visual interface.
Chatbot – An AI-driven virtual assistant built using Power Virtual Agents that interacts with users, answers queries, and performs support actions.
Cloud Security – The enterprise-grade protection offered by Microsoft’s cloud platform to safeguard all chatbot data and user interactions.
Customer Experience (CX) – The overall satisfaction and efficiency users feel when interacting with automated support powered by Power Virtual Agents.
Compliance – Built-in Microsoft security and governance standards ensuring safe handling of sensitive organizational data.
Custom Apps – Applications designed in Power Apps to meet unique business or support workflow needs without coding.
Centralized Request Handling – Managing all IT support requests in one place, such as within Microsoft Teams, to avoid missed messages.
Department – An organizational unit used as routing criteria to direct requests to appropriate teams or approvers.
Dropdowns – Form input elements providing predefined options for users to select from, ensuring data consistency.
Documentation – The recording of solutions, processes, and information into structured articles for future reference.
Dynamic Resource – A knowledge base that evolves and grows continuously based on team contributions and new learnings.
Dashboards – Visual interfaces displaying key metrics, trends, and performance indicators in an easy-to-read, interactive format.
Data-Driven Decisions – Strategic choices made based on analyzed data and insights rather than intuition or assumptions.
Data Encryption – The process of converting sensitive information into secure code to prevent unauthorized access during storage or transmission.
Data Protection – Safeguarding customer and organizational data from loss, misuse, or unauthorized disclosure.
Dashboard (SLA Dashboard) – A visual interface that provides real-time tracking of SLA metrics like response times, resolution rates, and breaches.
Deadlines – The specific response or resolution time limits defined within SLAs to ensure on-time ticket handling.
Department Routing – Assigning tickets to specific departments automatically, ensuring requests are handled by the relevant team.
Distribution Algorithm – The automated logic (such as Round Robin or Weighted Round Robin) that determines how tickets are assigned across agents.
Developers / Development Teams – Technical teams responsible for writing and maintaining code; they collaborate with support teams via Azure DevOps integration.
Deployment – The process of releasing software updates or patches to production environments.
Downtime – The period when services are unavailable due to issues or updates; Azure DevOps integration helps reduce downtime through better coordination.
Data Security – The protection of sensitive ticket and customer information under Microsoft 365’s enterprise-grade security protocols when using Copilot.
Data Triggers – Events or changes (like ticket status or priority updates) that automatically start a workflow in Power Automate.
Drag-and-Drop Interface – A simple, no-code visual designer in Power Automate that allows users to build workflows easily.
Digital Collaboration – Working together through online platforms like Teams or SharePoint, regardless of location.
Device Management – Monitoring, updating, and maintaining company computers, mobile devices, and IT equipment.
Expertise – The specialized knowledge and experience of team members captured and shared through the knowledge base.
Efficiency – The optimization of support operations measured through metrics like resolution speed, response times, and resource utilization.
Escalation – The process of elevating tickets to higher priority or management levels, tracked to monitor patterns and response adequacy.
Escalation Patterns – Recurring trends in how and when tickets are elevated, analyzed to improve handling procedures.
Escalation Tracking – Monitoring when and why tickets are escalated to ensure appropriate handling and accountability.
Enterprise-Grade Security – High-level protection measures provided by Azure to secure both support and development data.
Escalation Workflow – A Power Automate feature that automatically routes unresolved or overdue tickets to higher-level teams or managers for quick attention.
Enterprise-Grade Security – Microsoft’s built-in compliance and security framework ensuring all Power Automate processes are protected and reliable.
Employee Support – Internal help or assistance automated by Power Virtual Agents to streamline HR, IT, or operational requests.
Ecosystem (Microsoft Ecosystem) – The suite of Microsoft tools (Teams, SharePoint, Power Automate, etc.) that integrate seamlessly with Power Virtual Agents.
Efficiency – The increase in productivity achieved by managing support tasks directly in Microsoft Teams without switching tools.
Employee Experience – Enhancing staff satisfaction by allowing them to raise and manage tickets directly from their daily Teams workspace.
Engagement Data – Metrics measuring audience interaction with marketing content or campaigns.
Form Logic – Conditional rules within forms that show or hide fields based on user selections to capture relevant information.
Form Type – The category or template of a request form that determines routing and approval requirements
Faster Response Time – The reduced delay between ticket creation and first agent action, achieved through automation and smart routing.
Filter – A tool used to sort and view tickets based on attributes such as status, category, or priority, helping agents focus on specific tasks.
Feature Request – A customer’s suggestion for a new functionality tracked in Azure DevOps and linked with support tickets for visibility.
Flow – The term used in Power Automate to describe an automated process or sequence of actions triggered by specific events.
Guided Conversations – Structured dialogues created in Power Virtual Agents that walk users through processes like troubleshooting or onboarding.
Growth Programs – Learning and development initiatives that encourage employee progress.
Goal Alignment – Ensuring HR activities support the company’s strategic objective
HR Requests – Human resources-related submissions such as time off, equipment, or personnel requests that require approval workflow
Intelligent Summaries – AI-generated condensed overviews of ticket histories and conversations that help agents quickly understand issues.
IT Access – Technology system permissions or credentials requiring approval before being granted to users.
Instant Article Creation – The ability to turn resolved tickets into ready-to-use knowledge articles with one click.
Intuitive Search – User-friendly search functionality that makes finding relevant information quick and easy.
Insights – Valuable understanding derived from analyzing support data that helps teams improve performance and make better decisions.
Interactive Dashboards – Dynamic visual displays that allow users to explore data, drill down into details, and view real-time updates.
Incident – A reported issue or service disruption that is tracked via support tickets and managed through Azure DevOps integration.
Integration – The process of connecting Helpdesk 365 with Azure DevOps to synchronize tickets, work items, and workflow automation.
Issue Tracking – Monitoring and managing reported problems, enhancements, or bugs throughout their lifecycle using Azure DevOps.
Insights – Actionable data generated by Copilot, highlighting trends, frequent issues, or performance patterns to improve support operations.
Internal Support – The process of assisting internal departments (like HR, IT, or Finance) where Copilot automates responses and summarizes internal tickets for faster resolutions.
Integration – The connection of Power Virtual Agents with other Microsoft tools (Teams, SharePoint, Power Automate) for data sharing and workflow automation.
Insights Dashboard – The built-in analytics view in Power Virtual Agents used to track chatbot performance, user behavior, and improvement areas.Intent Recognition – The AI capability that allows chatbots to understand the purpose or intent behind user queries.
Internal Communication – Information sharing within the organization to keep employees informed.
Inclusion – Creating an environment where everyone feels valued and respected.
Insights Dashboard – Reports generated by tools like Helpdesk 365 to measure HR performance and trends.
Keyword-Based Search – A search method that uses specific words or phrases to locate relevant articles and solutions quickly.
Knowledge Base – A centralized, searchable repository of support solutions, guides, and best practices accessible to teams for quick problem resolution.
Knowledge Base Articles – Individual documented solutions, guides, or information pieces stored within the knowledge base.
Knowledge Base Performance – Metrics measuring the effectiveness, usage, and impact of knowledge base content.
Knowledge Gaps – Areas where information or solutions are missing or insufficient, identified through analytics.
KPIs (Key Performance Indicators) – Metrics like response times, SLA compliance, and agent workload that Power Automate can track and report on.
Lifecycle (Ticket Lifecycle) – The complete journey of a support ticket from creation to resolution, including tracking, updates, and closure.
Live Agent Handoff – A seamless transfer process where a chatbot escalates an issue to a human support representative when needed.
Low-Code Development – The ability to build and customize apps in Power Apps using a drag-and-drop interface, without traditional programming.
Microsoft Teams – A collaboration platform where users can submit, track, and manage tickets directly without switching applications.
Multi-Factor Authentication (MFA) – A security process that requires users to verify their identity using two or more methods (e.g., password + OTP).
Monitoring – Continuous tracking of user activity and system behavior to detect potential security threats or unusual activity.
Metrics – Quantitative performance indicators such as response time, ticket resolution rate, and deployment success, helping evaluate productivity
Microsoft 365 Integration – The native connection of Helpdesk 365 with Microsoft 365 tools, enabling Copilot to operate securely and contextually within your workspace.
Mail Tracker 365 – An Apps365 tool integrated with Helpdesk 365 to automatically monitor, log, and track all email interactions for complete communication visibility.
Microsoft 365 – The cloud-based suite powering Helpdesk 365’s integrations, including Teams, SharePoint, Outlook, Forms, and Power Platform tools.
Microsoft Forms – A data collection tool that captures user input, feedback, or issues and automatically converts them into support tickets in Helpdesk 365.
Microsoft Teams – A collaboration hub that brings chats, meetings, and ticket updates into a unified space for efficient team communication.
Metrics Tracking – The process of monitoring helpdesk performance through automated reports and real-time dashboards generated by Power Automate.
Machine Learning (ML) – The technology that allows Power Virtual Agents to continuously learn from interactions and improve over time.
Microsoft Teams Integration – The ability of Power Virtual Agents to operate directly inside Microsoft Teams, enabling instant employee support and ticket creation.
No-Code Platform – A development environment where users can build chatbots without programming knowledge, using drag-and-drop design tools.
Organizational Knowledge – The collective expertise, solutions, and information captured from daily operations and team experience.
Outlook Integration – A feature that converts incoming emails into trackable tickets, allowing helpdesk teams to manage support directly from their inbox.
Onboarding Assistance – Automated guidance provided by chatbots to help new employees or users navigate systems, tools, or procedures.
Operations Management – Overseeing IT infrastructure, workflows, and processes to maintain business continuity.
Organization-Wide Support – IT’s role in assisting all departments — HR, Finance, Marketing — with their tech needs.
Power Automate – Microsoft’s workflow automation tool used to create automated ticket routing and assignment rules.
Prioritization – The AI-driven process of ranking tickets by urgency, business impact, and user importance to ensure critical issues receive immediate attention.
Patterns – Recurring trends or behaviors in support data that, when identified, help predict issues and improve operations.
Performance Insights – Data-driven understanding of how well the support team is functioning, highlighting strengths and improvement areas.
Performance Reports – Detailed documents showing team and individual metrics related to productivity, efficiency, and service quality.
Performance Tracking – Continuous monitoring of support metrics to measure team effectiveness and identify areas for improvement.
Productivity – The efficiency and output of support agents, measured through ticket handling speed, volume, and quality.
Productivity Reports – Analytics showing agent workload, resolution speed, and overall output to assess team efficiency.
Portal Submission – A method for users or employees to submit new support requests through a web or SharePoint interface.
Power Apps – A Microsoft platform integrated with Helpdesk 365 for creating custom applications tailored to manage specific requests or processes.
Power Automate – A Microsoft service that automates repetitive helpdesk workflows such as ticket routing, notifications, and approvals.
Power BI – A business analytics tool integrated with Helpdesk 365 to visualize support data, identify patterns, and generate insights.
Priority-Based Triggers – Automation rules that initiate workflows based on ticket urgency or importance.
Personalization – The customization of chatbot responses based on user type, preferences, or previous interactions.
Power Virtual Agents (PVA) – Microsoft’s no-code chatbot creation tool that enables organizations to build and deploy intelligent virtual assistants.
Privacy Compliance – Adherence to global data protection and privacy standards when handling user conversations.
Performance Metrics – Quantifiable indicators of marketing campaign success and audience response.
Product Launches – Marketing-led initiatives to introduce new products with campaigns, content, and events.
Power Apps – Microsoft’s low-code platform for building customized business applications that integrate seamlessly with Helpdesk 365.
Power Automate – Microsoft’s automation tool that triggers workflows and connects data across different Microsoft and third-party services.
Password Resets – One of the most common IT requests involving user access restoration.
Performance Metrics – Key indicators like resolution time, ticket volume, or response rate tracked in Helpdesk 365.
Productivity – The result of having a reliable, efficient, and connected IT system supporting employees.
Resolution Rate – The percentage or speed at which support tickets are successfully closed.
Response Time – The duration between when a ticket is submitted and when the support team provides an initial response.
Routing – The process of directing tickets to appropriate agents or teams, automated by AI based on content, urgency, and priority.
Request Management – The systematic process of collecting, routing, tracking, and completing submitted requests.
Required Fields – Mandatory form inputs that must be completed before submission to ensure complete information capture.
Routing – The automatic direction of requests to appropriate departments, teams, or approvers based on predefined criteria like category, priority, or form type.
Real-Time – Immediate, up-to-the-moment data display without delay, enabling instant decision-making and response.
Real-Time Dashboards – Live visual displays showing current ticket volumes, response times, SLA status, and team performance as they happen.
Recurring Issues – Problems that appear repeatedly in support tickets, identified through trend analysis to enable preventive action.
Reporting – The systematic creation and presentation of support data in organized formats for analysis and decision-making.
Reporting & Analysis – The comprehensive feature that transforms raw support data into meaningful insights and actionable intelligence.
Resolution Rates – The percentage or speed at which support tickets are successfully closed, used to measure team effectiveness.
Resolution Speed – How quickly tickets are solved and closed, tracked as a key performance metric.
Response Times – The duration between ticket submission and initial support response, monitored for SLA compliance and efficiency.
Response Timelines – The schedule and speed at which support teams respond to tickets, tracked against SLA commitments.
Reminders – Time-based alerts that notify users or agents about pending tickets or approaching deadlines.
Round Robin – A ticket assignment method that distributes new tickets evenly among available agents.
Rules – Predefined logic that determines automatic actions such as assigning, updating, or escalating tickets.
Routing – The process of directing tickets to the appropriate team or agent automatically.
Reporting – The generation of detailed logs and summaries that track access, changes, and security-related events within the helpdesk.
Role-Based Access Control (RBAC) – A method of assigning permissions and access levels based on a user’s role or responsibility within the organization.
Real-Time Tracking – Continuous monitoring of ticket progress, status updates, and agent activity to maintain transparency and accountability.
Resolution – The process of solving and closing a support request after the issue has been successfully addressed.
Routing (Auto-Routing Tickets) – Automatically directing incoming tickets to the most suitable agent or department based on predefined rules or AI insights.
Real-Time Suggestions – Instant recommendations generated by Copilot while handling tickets, helping support agents reply quickly and consistently.
Reminders – Automated follow-ups or notifications set to ensure teams meet due dates and SLA commitments.
Reporting Automation – Automatic generation and delivery of performance reports to managers or teams.
Real-Time Data – Immediate access to up-to-date ticket and support information across integrated Microsoft tools.
Routing – Automatically assigning or directing tickets to the right teams or departments using Power Automate rules.
Reporting – The process of generating insights into team performance, ticket volume, and trends using SharePoint analytics.
Response Efficiency – The speed and effectiveness of resolving support tickets, enhanced by centralized access to SharePoint resources.
Remote Work Enablement – IT’s responsibility to provide secure access to systems for employees working off-site.
Request Management – Handling, categorizing, and prioritizing IT tickets efficiently.
SharePoint – Microsoft’s collaboration platform that serves as the foundation for Helpdesk 365’s native ticketing system.
SLA (Service Level Agreement) – Defined timelines and commitments for ticket response and resolution, with automated alerts for approaching deadlines.
Smart Ticket Intelligence – AI capability that routes, prioritizes, and learns from tickets to enable faster, smarter resolutions.
SharePoint – Microsoft’s collaboration platform where Helpdesk 365 stores and manages request data, forms, and approval tracking.
Smart Routing – Intelligent automatic direction of requests based on category, priority, or department for optimal handling speed.
Stakeholder – Any individual involved in or affected by a request, including submitters, approvers, and team members.
Standardized Processes – Consistent, uniform workflows applied across departments to ensure accuracy and compliance.
Status – The current state of a request (submitted, pending approval, approved, completed, rejected) visible through real-time tracking.
Structured Workflow – An organized, predefined sequence of steps that every request follows for consistent processing.
Submissions – Completed forms sent into the system for processing, approval, or fulfillment.
Search Engine – The tool that enables users to quickly locate articles and information using keywords or phrases.
Search Functionality – The capability to find specific information within the knowledge base quickly and accurately.
Searchable – Content that can be easily found using search queries and keywords.
SharePoint – Microsoft’s platform where Helpdesk 365’s knowledge base content is stored and managed.
Solutions – Documented fixes or answers to problems stored in the knowledge base for future reference.
Service Quality – The overall excellence of support provided, measured through various metrics and customer satisfaction indicators.
SLA (Service Level Agreement) – Defined commitments for response and resolution timelines that teams must meet and track.
SLA Adherence – The degree to which support teams meet their service level agreement commitments and deadlines.
SLA Compliance – Meeting the agreed-upon service standards and response/resolution timelines, monitored through reports.
SLA Reports – Analytics specifically tracking service level agreement performance, escalations, and deadline adherence.
SLA Tracking – Continuous monitoring of service level agreement metrics to ensure commitments are met and identify potential delays.
Support Data – Information collected from tickets, interactions, and operations used for analysis and reporting.
Support Operations – The overall processes, activities, and workflows involved in managing and delivering support services.
Support Performance – The effectiveness and quality of the support team’s work, measured through various metrics and outcomes.
Secure Authentication – The practice of validating users safely, often enhanced by MFA or encryption to prevent unauthorized access.
Security Compliance – Maintaining alignment with internal and external data protection standards through policies and audits.
SLA Breach – When a ticket fails to meet the defined response or resolution time specified in the SLA.
Streamlined Workflow – A simplified, automated process enabled through Helpdesk 365 integrations, reducing task-switching and improving response efficiency.
Support Automation – The use of AI and integrated tools to automate ticket creation, routing, and resolution processes in Helpdesk 365.
Scheduling – The ability to set recurring tasks or reminders (daily, weekly, or custom) to ensure consistent follow-up and timely ticket handling.
SLA Compliance – Service Level Agreement tracking automated through Power Automate to ensure performance targets are met.
Security – The protection of all automated workflows using Microsoft 365’s trusted compliance and encryption standards.
SharePoint Integration – Syncing ticket and workflow data to SharePoint lists for better organization and tracking.
Self-Service Support – A user-driven support approach where chatbots help users solve problems without human intervention.
Security Standards – Microsoft’s built-in enterprise-grade protection ensuring all chatbot data and communications remain secure.
Search Functionality – SharePoint’s intelligent search that helps agents quickly find tickets, FAQs, and documents.
Security – Data protection features of SharePoint, including encryption, access control, and compliance policies.
Support Workflow – The series of processes involved in managing and resolving support requests within the Helpdesk 365 ecosystem.
Software Installation – Setting up new tools, updates, or applications across company systems.
System Uptime – The measure of how consistently systems remain operational without downtime.
Ticket – A recorded support request or issue logged in the system for tracking and resolution.
Ticket Management – The process of organizing, tracking, prioritizing, and resolving support requests efficiently.
Transparency – Clear visibility into request processes, approval stages, and current status for all relevant parties.
Tracking – Monitoring and recording the progress of requests and approvals from submission through completion.
Team Collaboration – The process where agents contribute, edit, and improve articles together to enrich the knowledge base.
Ticket Resolution – The successful solving of a support issue that can be converted into a knowledge article.
Troubleshooting Steps – Documented procedures for diagnosing and resolving specific issues, stored in knowledge articles.
Ticket Assignment – The process of allocating a ticket to an agent or team, often done automatically.
Ticket Routing – The automated flow of tickets to the correct department or user.
Time-Based Triggers – Automation actions that occur at a specific time, such as reminders or escalations.
Triggers – Events that activate automation rules (e.g., new ticket created, status changed)
Ticket Activity Audit – A record of all actions taken on helpdesk tickets, used for tracking, compliance, and security reviews.
Trust – The confidence users and customers have in the system’s ability to protect their data and maintain confidentiality.
Timely Resolutions – Completing customer support requests within the timeframe defined in SLAs to maintain service quality and satisfaction.
Ticket Creation – The process of automatically generating support tickets from chatbot interactions for tracking and resolution.
Troubleshooting Automation – Using Power Virtual Agents to guide users through step-by-step problem-solving without agent involvement.
Tailored Workflows – Custom processes designed in Power Apps and Power Automate to match specific business support operations.
Trends Analysis – Reviewing patterns in ticket data using SharePoint analytics to identify recurring issues and improvement areas.
Teams Meeting Integration – The ability to schedule or join meetings from within the Helpdesk to resolve complex issues faster.
Troubleshooting – Diagnosing and resolving technical or user issues efficiently using Teams collaboration and automation tools.
Unified Hub – A single, integrated platform where all knowledge and resources are centralized and accessible.
Updates – Modifications or additions to existing knowledge base articles to keep content current and accurate.
Unified Platform – The complete, connected Helpdesk 365 environment that brings together Microsoft, Azure, and Apps365 integrations for a cohesive user experience.
User Interface (UI) – The visual layout within Power Apps that allows users to interact with support data, workflows, and dashboards seamlessly.
User Permissions – Role-based access control for support agents and managers to ensure data privacy within SharePoint.
Unified System – An integrated solution (like Helpdesk 365) that connects tickets, data, and communications in one place.
Uptime Monitoring – Tracking how long systems and services remain available without interruption.
Validation – The verification step within approval workflows to confirm requests meet requirements before proceeding.
Visibility – The ability for users and approvers to see request status, progress, and outcomes in real time.
Virtual Agent – Another term for chatbot; an automated, intelligent assistant that interacts with users via text or voice.
Workflow – A series of automated steps that process tickets from submission through resolution based on predefined rules and conditions.
Weighted Round Robin – A ticket assignment method that distributes tickets based on each agent’s workload or capacity.
Workplace Technology – All digital tools, systems, and infrastructure that enable business operations.
Zero Missed Requests – A key benefit of using Helpdesk 365 — ensuring no HR query goes unnoticed.
_svxLrd-8yH.png)
_2VYSFUTN5m.png)
_JiluXJRGNl.svg)
_2djTKNocf.png)
_Rapo0hRMBy.png){kind=icon}
