Administrator Documentation

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!

Configuring ticket Auto Close Suppose a technician receives a ticket from Human Resources department. The ticket owner/author forgets to verify the resolution to Closed. In this case, you can use Triggers to auto close tickets that have not been closed … 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!

Creating a new ticket A ticketing system is software that helps you streamline customer support tickets. Ticketing system software provides all the context you need to resolve issues and also allows you to prioritize, track, and automate routine support tasks. … Read more!

Release Notes 22/04/2022 – Helpdesk 1.0.2.2 Knowledge base Date Format Select who can view activities & activities permissions Save tickets filter during the session Update Default selected statuses in tickets view (every user can set his default statuses to be … 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!

Assigning a ticket to 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 (e.g., HR). All individuals in … Read more!

Create a SharePoint Group Select a department to assign a ticket to, rather than an individual. Your different departments (e.g., HR / Sales / Finance) will be divided into different teams and group team members into different SharePoint groups. 1) … Read more!