Escalations
Learn how to escalate tickets to the relevant parties on Helpdesk. With a defined SLA, your users will know how much time they have to deliver on a task.
Installing Helpdesk from Microsoft Store
Installing Helpdesk from Microsoft Store Welcome to the installation guide for SteadyPoint help desk, this is an out of box installation process that is subject to change from Microsoft. For old tenant continue reading below NOTE : For new tenant … Read more!
Installing Helpdesk from Microsoft Store (New Tenant)
Installing Helpdesk from Microsoft Store (New Tenant) Welcome to the installation guide for SteadyPoint help desk, this is an out of box installation process that is subject to change from Microsoft. 1) Go to Microsoft Store Go to https://appsource.microsoft.com/en-us/product/office/WA104381661?src=office 2) … Read more!
Can external users access Helpdesk for creating tickets?
Can external users access Helpdesk for creating tickets? Can external users access Helpdesk and create tickets? This is one of the most FAQ we receive constantly from customers wondering if Helpdesk can meet their needs. Thus, we decided to dedicate … Read more!
Knowledge Base
A knowledge base is a collection of documentation/resolutions that often contains answers to frequently asked questions, how-to manuals, and troubleshooting instructions. Its goal is to make it simple for individuals to find solutions without having to seek assistance. Accessing the … Read more!
Reminders
You can create reminders in Helpdesk to alert ticket assignees of existing tasks. The system will send repetitive reminders to the assignee until there’s a response or the reminder CAP has been breached. Creating a Reminder Now there is a … Read more!
Setting Up the Dynamic Workflow
You need to setup the Power Automate to activate the SLA and triggers module. Requires Power Automate Per-user-plan license for 1 user only (This is the user who will have the workflow running in their context). If you have MS365 … Read more!
Reports
Reports offer a way to extract and present a specific subset of the information from a large database. Reports are preset to provide the user with graphically presented information regarding the tickets, performance, and resolution time. Report are categorized in 4 … Read more!
Update SteadyPoint Helpdesk add-in
The process of updating office add-in is simple and straight forward, the system will install the latest version that is published on Microsoft Store. 1- Go back to site 2- Click on “Site contents” 3- Click “Details” for Help Desk … Read more!
Categories and Sub Categories
Categories and Sub Categories are a lower level or categorization from the Request Types. They offer more details and allow tickets to be more specific. The benefit of using them is to allow the user to drill down in the … Read more!