Administrator Documentation

Communicating with External users Create tickets to deliver proactive support to your customers, and keep all your correspondence together by sending external emails from a ticket. This blog will show you how to create new tickets and create an external email in … Read more!

Request Type Admin In some cases, one or multiple users can be selected to have full permission to edit ticket fields and resolution across all request types. Request Type Admin (SharePoint group) has full access on tickets that are raised … Read more!

Requesting a New Account Suppose your company is onboarding a new employee that needs to have their company accounts (e.g., email) or a new laptop set up. To prepare for the recruitment of your companies’ new arrivals, Request a New … Read more!

Sequential Approval Sequential approval process is a type of workflow which comprises a series of steps that a work must pass to be approved. The steps typically involve different departments and employees who review the work and either approve or … Read more!

Location based routing Suppose company X (NewDesign) has different branches in different cities/countries. To allow the system to recognize this we implemented Location based routing. This allows your company to locate the closest Help Desk Team the end-user is raising … Read more!

SteadyPoint Workflow Engine SteadyPoint Helpdesk helps your organization automate business processes by creating workflows that are related to your operations, products, and services.  Workflow streamlines daily operations by forming a stronger alignment between IT and the business, it keeps your work managed to … Read more!

Re-opening closed tickets In some cases, a resolved issue could repeat itself. Re-opening closed tickets was introduced to avoid creating a new ticket involving the same issue. Instead, the workflow would start again through the same ticket that was raised … Read more!

How to assign a ticket to an individual from a team Suppose you have a team of individuals working under one entity (e.g., Resignation and Exit) and a ticket was raised from the end-user (e.g., Sales) to a specific department … Read more!

SteadyPoint Helpdesk Escalation SteadyPoint Helpdesk Escalation system moves a request from a user or group to another user or group. There are two ways of using SteadyPoint Helpdesk Escalation system; Manual Escalation Automatic Escalation New → 1st Line of Support … Read more!