Helpdesk FAQ

Why SteadyPoint Helpdesk?

SteadyPoint Helpdesk is built on Office 365 Solution. Therefore:
  • No extra platforms are needed.
  • Office 365 services such as SharePoint, MS Teams, Power PI, Power Automate, Power Apps, …etc. are integrated with our Helpdesk system
  • All data is hosted on Office 365 tenant
  • Extra user management is not needed because its already integrated with your Active Directory (AD)

What services do you provide?

SteadyPoint provides Products:

  1. Helpdesk platform
  2. Document Archiving solution (Malaf Archive)


And services below;

  • Software Development
  • Mobile Apps
  • BI
  • Intranets

What Helpdesk features do you offer?

Our features are made for SMEs to take their Office Experience to the next level

We offer Customizable forms, Customizable workflows & SLA, Knowledge base, Triggers, MS Teams integration, Create ticket via email, Reporting, Tasks Management and many more

You can read more about our unique features here

Why is SteadyPoint helpdesk displayed as a Free application on Microsoft store?

Our app is marked as “Free” on the Microsoft store as Microsoft Policy.

Microsoft Policy states that any app that doesn’t proceed payments through Microsoft are marked as Free. However, if payments are made through Microsoft, app prices are displayed.

How can I install a trial?

Start your 30-day free trial with SteadyPoint Helpdesk through Microsoft store. Click here to install

Is trial version free?

Yes, you will not be charged for the 30-day trial period.

Start your 30-day trial with SteadyPoint Helpdesk now.

How do I cancel my subscription?

Your subscription with SteadyPoint will automatically be cancelled if you do not manually renew your subscription

How does pricing work?

Two things are considered with our pricing options:

  • The number of users who will have access to log into the app
  • Used modules that categorized under three plans:
    1. Basic (for small teams)
    2. Professional (for growing teams)
    3. Premium (for large teams)

For more information click here

Who counts as a Helpdesk user?

Any user that has access to log in to the SteadyPoint Helpdesk app (including agents and end users)

Can I try Helpdesk before buying?

Yes of course! Click here to start your 30-day free trial now

What office 365 plan do I need to use Helpdesk?

Any plan that contains the SharePoint service. For example

  • Enterprise plans: E1, E3, or E5.
  • Small Business: Business Premium or Business Essentials.
  • Education plans: A1, A3 or A5.

Do you have a free version?

No, we do not offer a free version. However, we do offer affordable prices and packages.

Do you have a special discount for non-profit?

We welcome applications from organizations that hold a valid charitable status with either the IRS (in the United States), HMRC (in the UK) or a local tax service/charity commission. We require your tax ID number or registered charity number in order to apply the discount.

Please contact our sales team for more information regarding your discount.

Where are you located?

Delaware, USA

Does your system support external users?

Yes, they can create tickets via email and the system will keep them informed about any changes or updates on their tickets.

Do you support one time purchase (perpetual) or subscription based?

We currently only support annual subscription-based purchases. Please find our pricings here

Do you support on-premises?

No, we don’t support on-premises

Is Helpdesk a solution built for internal or external organization use?

Both. Helpdesk can be configured to work as a Helpdesk solution for your own employees, your own customers, or a combination of the two.

Do you offer annual subscriptions?

Yes, click here for more information on our annual subscription-based prices

What is a Helpdesk External User?

It’s a user with access to Helpdesk who doesn’t have an office 365 license, such as your vendors, customers, partners, auditors, … etc.

Can I extend my trial 30-day free trial?

Yes of course, contact our sales team to extend your trial request using the email below:

How does external user licensing work?

It is free. You can set-up as many external users as you require as they are excluded from Microsoft licensing.

What is the difference between Form Builder, Workflow Builder, and Triggers?

  • Form Builder is used to capture information from your employees
  • Workflow Builder is a visual tool that allows you to automate routine functions by creating custom workflows. In just a few minutes, you can have a seamless way to: Standardize how you collect requests from your team.
  • Triggers is one of Helpdesk automation tools. It is a new layer of automation that helps connect the helpdesk system with external tools. For example, there is a trigger that notifies your clients about a new reply on the ticket.

Who are agents in SteadyPoint helpdesk?

“Helpdesk agents” are people who “handle” tickets. By “handling” we mean responding to customers, closing tickets, changing ticket details, moving tickets from one category to another, adding tags, etc.

What payment options do you accept?

Yearly subscriptions are payable by credit card (MasterCard, Visa, or American Express) or Bank transfer.

Who are customers in SteadyPoint Helpdesk?

Customers are users that raise new issues or tickets and follow up on their status

Why should I choose the Premium plan over the Professional plan?

The Premium plan offers an additional feature called Triggers. Whereas the Professional plan does not. Triggers will give you a wide range of options to automate your ticketing process and connect you with external tools

What happens if I exceed the licensed user limit?

The system will prevent access to more than the licensed user limit you are subscribed with. You can add more users through contacting our team on

How can we upgrade our SteadyPoint Helpdesk plan?

You can upgrade your plan by contacting our team on

How can we purchase more users?

You can purchase more users by contacting our team on

How many users do I have?

You can manage your user licenses here

How can I renew my subscription?

You can renew your subscription by contacting our team on

What happens if I miss payment for my SteadyPoint Helpdesk subscription?

Your subscription will automatically be cancelled if you don’t manually renew it by getting in contact with our team on

What happens if I cancel my helpdesk product subscription?

You will lose access to SteadyPoint’s Help desk platform until you renew your subscription.

What plan is recommended for small teams?

We recommend our Basic plan for small teams.

How to configure ticket auto close?

Click here for more information about configuring ticket auto close.

How to implement Location based routing?

Click here for more information about location-based routing.

How to choose right architecture Workspaces/Request Types/Categories/Lockups?

Click here for more information about choosing the right architecture (Workspaces/Request Types/Categories/Lockups).

Can Helpdesk help me organize the support for my internal departments?

Click here for more information on “Can Helpdesk help me organize the support for my internal departments?”

Can Helpdesk help me organize the support for my external customers?

Yes, external users can raise new tickets. The system will notify external customers about their ticket status via email.

How can I setup SLA?

Click here for more information about SLA

What is the Request Type Admin?

Request Type Admin (SharePoint group) has full access on tickets that are raised under a specific request type. For example, IT Managers. They will be able to edit and reassign all tickets under this request type

Do academic institutions receive special pricing?

We welcome applications from educational institutes worldwide.

Please contact our sales team for more information regarding your discount.

How do I calculate my yearly price?

Calculate the number of users in your organization that will have access to raise tickets (customers) or handle ticket (agents).

Click here to calculate your annual subscription-based fee

What is the storage limit for SteadyPoint Helpdesk?

The storage limit for SteadyPoint Helpdesk depends on your subscription plan with Microsoft Office 365.

What happens if I go over my subscription user limit?

You will receive a notification informing you that you have surpassed the number of users registered. Therefore, you will need to contact to add any additional users to your package.

What are the Terms of Service?

Click here for SteadyPoint’s Terms of Service

Does SteadyPoint helpdesk support creating tickets/issues via email?

Yes, through external and internal users. Click here for more information about supporting tickets/issues via email

Do I need Power Automate?

Power Automate is not a necessary tool.

However, if you plan to use Triggers, Creating ticket via email, and SLA then Power Automate is required

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 E3 or E5 license, you should check if the Power Automate is included in your license.

How to get system latest updates?

Click here to know how to get system latest updates

Does your system support change management?

Yes, you can configure your changes through our Workflow builder, Triggers and Activities

How will I receive the license?

We do not provide a license key. However, we manage your licensing from our side

How to switch to a higher plan?

Please contact our sales team to switch to a higher plan request on

Can my customers show/track their tickets/issues?

No, they will only be notified via email

Is SteadyPoint Helpdesk integrated with Microsoft Teams?

Office 365 services such as SharePoint, Microsoft Teams, Power PI, Power Automate, Power Apps, …etc. are integrated with our Helpdesk system

Click here for more information about Microsoft Teams integration

Does SteadyPoint Helpdesk support surveys?

You can build your surveys through Microsoft forms and embedded survey link in the customer notifications

When was SteadyPoint Helpdesk Office 365 established?

SteadyPoint Helpdesk Office 365 was established in 2018

How often do you update SteadyPoint’s Help desk?

Click here to read more about SteadyPoint’s history of system updates

Do you have a monthly subscription-based plan?

No, we currently only offer annual subscription-based plans. However, we have plans to change that in the near future. Click here for our Helpdesk pricing

Can we arrange a call/meeting with your team?

Yes of course, we would love to arrange a meeting over Microsoft Teams to introduce you to our Helpdesk and answer any questions you may have

If you are interested, please use the link below to schedule a meeting with our Team