Building a Truly HelpFul Help Desk System in SharePoint


About this tutorial:

Video duration: 34:2
It is likely that your SharePoint Help Desk System lacks features and functionality. Beyond the standard features of a ticket tracking system, your organization needs to meet its own specific requirements.

The Infowise Ultimate Forms Solution provides a full suite of SharePoint tools which empower your team to meet the challenge.

Our tools unlock the door to full customization directly from the SharePoint interface.

Here we demonstrate the construction of a custom system built entirely in the SharePoint user interface using no custom code.

Notable features include:

– Automatic ticket…


  1. Is it possible to answer/reply to the requester inside a ticket? Also, how about statistics and reports? Some of our tickets are having a field which shows a date and time, where the support employee have to call the requester. They receive a email a short time before the time expires. Is it possible to do that in Sharepoint? What about SLAs?

  2. Great video…! I have a question concerning Customizing the Issue Tracker. When I look at "All Issues", obviously you will see the Issue ID's – which you click on to get detail about a specific issue. I want to be able to modify the view of the specific issue by adding the Issue ID above the Issue Status so that the users who are using this tool can see which Issue they are editing – in case they get busy on the fields being edited and they lose track of the actual Issue ID they are working on.

    I've searched Google high and low and attempted many different Microsoft ways of adding the Issue ID field, but it is just not available, or I am just not finding it. Can you assist?

  3. Hi ive got a question.

    if users want to open a ticket do they have to go to the SharePoint Help Desk Manager or can they mail to whatever helpdesk email there is and will automatic create a ticket. or how simple will it be for the user to open a new ticket/item


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