Help Desk

Modern workplaces demand fast, transparent, and organized internal support. The Help Desk Template powered by Infowise Ultimate Forms on Microsoft SharePoint delivers a comprehensive, no-code solution to manage employee service requests, streamline support workflows, and build a robust knowledge base—all from a centralized platform.

Designed for ease of use and full configurability, this help desk system simplifies the management of IT tickets, enhances communication, and transforms common issues into searchable support resources for your entire organization.

Key Features & Benefits​

• Centralized Service Request Management – Easily log, assign, and track internal support tickets from submission to resolution.
• Interactive User Interface – Engage end users with simple forms and dynamic views built with Infowise Ultimate Forms.
• Automated Notifications & Escalations – Set up Ultimate Forms: Alerts, reminders, and escalations to ensure timely ticket handling.
• Integrated Task Management – Break down ticket resolution into subtasks assigned to different personnel with individual deadlines.
• Knowledge Base Generation – Convert resolved tickets into reusable KB articles with one click.
• Keyword Tagging & Expert Mapping – Use keyword metadata to track trends and assign topic-specific support experts.

End-to-End Help Desk Workflow

  1. Request Submission​

• Service requests can be:​
• Entered by support staff.
• Submitted directly by end users through an external form.
• Automatically created by forwarding emails to the help desk list.

  2. Request Review & Assignment​

• Tickets are reviewed and assigned to the appropriate team member or support agent.
• Ultimate Forms: Action Buttons automate assignment confirmation and send customized email notifications to the assignee.
• Access to form fields can be restricted using Advanced Column Permissions, allowing end users to edit only specific fields.

  3. Resolution Tracking​

• Support personnel document the resolution process iteratively using Associated Tasks.
• Each task has:​
• Its own assignee.
• Priority and due date.
• Progress status field powered by Ultimate Forms: Color Choice.
• Ultimate Forms: Alerts keep all stakeholders updated throughout the lifecycle of the ticket.

  4. Ticket Closure​

• Once all resolution steps are completed and approved, the ticket is marked closed.
• Status tracking is visualized using Ultimate Forms: Color Choice Indicators, providing real-time visibility into open vs. resolved tickets.

  5. Knowledge Base Article Creation​

• With a single click, convert a resolved ticket into a Knowledge Base (KB) article.
• Resolution steps and metadata are carried over, and the article can be edited separately.
• Articles remain linked to the original ticket for reference.

Self-Service Support & Keyword Management​

• Users can search for solutions using a keyword-based FAQ system.
• Each KB article or request can be tagged with relevant keywords.
• View trending keywords and assign subject matter experts to specific topics.
• Helps reduce repetitive tickets and empowers end users with self-help tools.

Customization Made Easy with Infowise Ultimate Forms​

• Form Rules – Dynamically show/hide fields or sections based on user input.
• Dynamic Views & Filters – Easily create filtered views for different roles (e.g., My Tickets, Open Requests, Tasks by Assignee).
• Advanced Permissions – Control access to lists, forms, columns, and buttons based on user roles.
• Print & Export Options – Generate printable views or export data for reporting using Infowise tools.
• No-Code Configuration – Make changes in minutes with Infowise’s intuitive configuration interface.

Who Should Use This Template?​

• IT Departments providing daily technical support.
• HR or Admin Teams managing facilities or onboarding requests.
• Managed Service Providers (MSPs) needing client-specific support tracking.
• Organizations of all sizes looking for a scalable, flexible support system in SharePoint.

Why Choose Infowise Ultimate Forms?​

• True No-Code Solution – Build sophisticated help desk systems without writing a single line of code.
• SharePoint Native – Seamlessly works within your existing Microsoft SharePoint Online or On-Premise environment.
• Highly Configurable – Adapt the solution to fit any department or team’s unique needs.
• Rapid Deployment – Get started in minutes with prebuilt templates and intuitive UI.

Conclusion

The Help Desk template is your all-in-one internal support solution built on the power of SharePoint and Infowise Ultimate Forms. It empowers teams to track service requests, automate processes, and build a living knowledge base. From submission to resolution and documentation, every step is streamlined and customizable—ensuring fast, transparent, and efficient internal support.

Start using this powerful template today to deliver better service and keep your internal operations running smoothly.