13 min read

The IT Guide to SharePoint Ticketing Systems

April 13, 2023

Microsoft SharePoint is used by over 190 million people worldwide. 

The collaborative platform has risen in popularity in the last few years, especially in the era of remote work, and more and more businesses are attempting to create a cohesive tech stack using SharePoint.  

That’s why help desks, IT, customer service, and other teams have turned to the SharePoint ticketing system to manage their ticketing needs. But while using a SharePoint ticketing system can be beneficial, where do you even start? 

Read on for an overview of these ticketing systems, who they’re for, their benefits and disadvantages, and how to create one for your business to tap into the full potential of SharePoint. 

What is a SharePoint Ticketing System? 

Launched in 2011, SharePoint is Microsoft’s web-based collaboration and content management platform that provides organizations with a range of features, including document management, team collaboration, business intelligence, and workflow automation.   

SharePoint can be deployed both on-premises and in the cloud and can be customized to meet an organization's specific needs. Its flexibility and scalability make it a popular choice for businesses of all sizes and industries. 

The platform also has the core requirements to create an effective ticketing system. 

A Microsoft SharePoint ticketing system is a tool built on top of Microsoft SharePoint that enables organizations to track and manage support requests, incidents, and other types of inquiries from customers or employees. 

Using the SharePoint ticketing system, users can create and assign tickets to specific teams or individuals, track the progress of the tickets, and communicate with the requester throughout the process. The system provides a centralized location for managing all support requests, making prioritizing and managing tasks easier.  

Additionally, the SharePoint ticketing system can integrate with tools like Microsoft Power Automate to allow for the creation of custom workflows, fields, and templates.

Sharepoint-ticketing-system

Who Uses a SharePoint Ticketing System? 

A Microsoft SharePoint ticketing system is commonly used by organizations that provide customer support, IT, or help desk services. It can be used by internal teams to manage support requests from employees or to manage customer support requests. 

In other words, a company's IT department can use a SharePoint ticketing system to manage and resolve technical issues reported by employees, while a customer support team can use it to track and resolve customer inquiries or issues.  

The SharePoint ticketing system can be used by organizations of all sizes and across various industries, including healthcare, finance, education, and government. It is particularly useful for organizations with a large volume of support requests that need to be managed efficiently and effectively. 

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What are the Pros and Cons of Using a SharePoint Ticketing System? 

 

Pros of Using a SharePoint Ticketing System 

Using a SharePoint ticketing system comes with some significant advantages, including: 

  • Secure: The system provides a high level of security for sensitive information and can be configured to enforce access controls, permissions, encryption, and password protection. 
  • Searchable: SharePoint boasts a powerful search feature, making it incredibly easy to find documents and tickets. This helps streamline internal processes by making everything easily accessible to techs. 
  • Customizable: By integrating with other apps like Microsoft Power Automate, you can build sophisticated, customized workflows, templates, and fields for ticket management.

Cons of Using a SharePoint Ticketing System 

Although it has many advantages, a SharePoint Ticketing system is not a magic bullet; it comes with some challenges, including:  

  1. Reporting: While a SharePoint ticketing system provides a modicum of tracking and metrics, the reports don’t extend to all aspects of the system. There’s also no built-in analytics tool, so integrating with a third-party solution is necessary for in-depth analysis. 
  2. Language: SharePoint lacks multi-lingual options, so they'll need to find third-party tools for the help desk or other teams looking to communicate with users in different languages. 
  3. Training: A SharePoint ticketing system can be complex to set up and configure, requiring specialized skills and expertise. Training employees to do this effectively can take time. 

How Can You Implement a SharePoint Ticketing System? 

If you’re ready to implement a SharePoint ticketing system, follow the steps below for the basic setup. But remember, for more comprehensive capabilities, integrating with sophisticated ticketing technology will help you get there. 

  • Identify the requirements: Determine the specific requirements for the SharePoint ticketing system, including the types of support requests to be managed, the workflows to be used, and any customization needs. During this step, you should also establish the goals of the ticketing system. 
  • Plan the implementation: Develop a plan for implementing the SharePoint ticketing system, including the timeline, budget, and resources required. 
  • Configure SharePoint: Configure SharePoint to meet the requirements of the ticketing system, including creating the necessary lists, fields, and workflows. 
  • Set up lists & permissions: Create custom lists (one for ticket submitters and one for storing tickets) and set up permissions and access controls to ensure that only authorized users can access the lists and other sensitive information. 
  • Create workflows with Power Automate: Create and implement custom workflows using Power Automate. Workflows can range from approvals to notifications; you can customize this based on your needs. 
  • Customize the user interface: Customize the ticketing system's user interface to match your organization's branding and style. 
  • Train users: Provide training to users on how to effectively use the SharePoint ticketing system, including how to create and manage tickets, communicate with requesters, and track progress. 
  • Test the system: Test the SharePoint ticketing system to ensure that it's working as expected and that all requirements from Step 1 have been met. 
  • Launch the system: Launch the SharePoint ticketing system and communicate its availability to users and requesters. 
  • Monitor and maintain: Monitor the system to ensure it’s working correctly and make any necessary adjustments or updates. 
  • Continuously improve: Improve the SharePoint ticketing system by gathering feedback from users and requesters and implementing enhancements and new features as needed.  

(Psst...you can do all 11 steps and much more by integrating your SharePoint with DeskDirector to create a powerful, centralized ticketing system directly in your existing system!) 

SharePoint Ticketing Systems: The Conclusion

 

The SharePoint ticketing system is an excellent option for help desks and other ticket users, especially those already using SharePoint. By integrating with a third-party system, SharePoint users can access a world of sophisticated features to help manage and streamline the entire ticket lifecycle. 

Want to add a centralized ticketing system directly to your SharePoint? Sign up to try DeskDirector 

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