Helpdesk Classic

Frequently Asked Questions

What is the trial period of the Helpdesk application?
14 days.
What happens once trial gets expire?
Once the trial gets expire only 3 users can use the application.
How to purchase the Helpdesk application?
You can purchase the applicaion from this link.
How does the user’s license number count?
In the Helpdesk, it counts all sum of admins, agents, supervisors, and users who requests the ticket.
What happens once we purchase the application.
Once you purchase the application, we change the license status of the application at our end and you can check and verify in the Helpdesk application from the Help panel by clicking on the License Validation option.
Where does the helpdesk application store the data?
It stores in SharePoint lists of clients’ tenants and can be viewed or accessible by the only client.
Can I integrate Helpdesk with other applications?
Yes, You can integrate it through API or Power Automate.
Does the Helpdesk application is integrated with other HR365 applications?
Yes, the Helpdesk application is integrated with HR365 Asset Management.
Why are agents or supervisors cant edit their own requested tickets?
Whenever a ticket is requested by an agent or supervisor, it is treated as a user hence ticket can not be edited, another agent or supervisor who would be working on it can edit the ticket.
Why does Helpdesk Mailbox is greyed out?
Please contact appsupport@hr365.us for assistance.
How do we enable Mailbox?
After Power Automate setup, we can enable it in the custom of settings, just enable the toggle for Enable mailbox.
What types of email id we can configure as a Helpdesk mailbox?
Shared mailbox or regular mailbox email Ids can be used to configure mailbox. .
What permission is required to configure the Shared Mailbox email id as Helpdesk email id?
A person who is configuring should be a member of the shared mailbox and send as permissions are required.
How to disable the notification in the Helpdesk application?
It can be done in Settings in the email notification template.
  • Go to the Settings and click on email notification, the panel will open.
  • Select the option and click on the edit button, edit email body panel opens. Uncheck the active checkbox and click on submit button.
    • What does Mailbox manager do in Helpdesk mailbox settings?
    You can add the supervisor as the mailbox manager and they can see the ticket mailbox tab on the Home page from where they can create a ticket from the user request mail or can delete it.
    What happens when we enable Create Tickets Automatically in the Helpdesk mailbox setting?
    Requester’s raised ticket from Helpdesk email id will be shown in an unassigned tab instead of ticket mailbox tab in Home page.
    Who can delete the tickets?
    Admin, supervisor, and agent can delete the tickets as per settings in custom settings.
    Who can able to edit the ticket titles and how to enable it?
    Admin and supervisor can able to edit the ticket title. Admin can enable this feature from the custom settings.
    What are the ticket fields that the admin can allow users or requesters to edit?
    Priority and request type are the ticket fields that are allowed to edit by users. Admin can enable this feature from the custom settings.
    Does users or requesters are allowed to close their tickets?
    Yes, the admin can enable this feature from the custom settings.
    How to delete the unassigned tickets?
    It can be deleted from the home page. select the ticket and click on the delete icon which is located on the top right corner of the table.
    How to delete the assigned tickets?
    Admin can delete all the tickets and supervisor can delete only their team’s ticket.
  • First, go to the team from the side navigation panel.
  • Select the tickets and click on the delete icon located on the right top corner of the table.
    • Does deleted ticket can be restored?
    Yes, it can be done in settings in history by admin only.
    Can I add more options for status, request type, and priority fields?
    Yes, it can be added from the settings.
    Can I add custom fields for the ticket form or new ticket request panel?
    Yes, it can be done in settings in custom columns settings.
    Who can receive the email notification once the requester provides their feedback for a ticket?
    As per settings in custom settings, admin or team supervisor or team agents can receive the notification.
    From where does the requester provide their feedback?
    Once tickets got resolved or closed survey form link email notification will send to the requester from where the requester can provide their feedback. Admin can set survey notification email either for resolved or closed tickets from the customer satisfaction settings.
    What category of custom fields are available?
    Ticket properties and ticket description category custom fields are available.
  • Tickets properties category custom field details show in the properties panel of the comment page.
  • Description category custom fields details show in ticket description of comment page.
    • How do we hide fields in ticket form for users?
    It can be done in settings in web form. Select the check box as No for fields and click on submit button.
    How do auto-close tickets work?
    It works on power automate. To the setup, please contact appsupport@hr365.us to set up it.
    How can we add the person in CC in the email notifications of the tickets?
    Open the ticket (Comment page), in the properties panel, click the edit option of the cc field type the email Id and click on the save option. Multiple email id can be added in cc separated by comma.
    What are the different types of roles in helpdesk application and what are their importance?
    There are 4 types of roles namely admin, supervisor, and agent.

    Admin:
  • Has full access.

    • Supervisor:
  • Able to assign all teams tickets to their agent if he/she has global or team Ⅰ ticket scope access.
  • Able to assign their teams tickets to their agent if he/she has global, team ticket Ⅰ or Ⅱ scope access.
  • Able to change the status of other team’s tickets if he/she has global scope access only.
  • Able to delete their team tickets.
  • Able to generate reports of their teams’ tickets.
  • Can’t change the status of their own raised tickets.

    • Agents
  • Able to assign all teams tickets to their agent if he/she has global or team access Ⅰ ticket scope.
  • Able to assign their teams tickets to their agent if he/she has global, teams’ access Ⅰ or Ⅱ scope.
  • Able to change the status of other team’s tickets if he/she has global access only.

    • User
  • Can only raise the tickets.
    • Note: By default, all users have user role access.
    What are the different types of tickets scope?
    Global access
  • Can view all teams’ unassigned tickets in the Helpdesk.
  • Can assign tickets for all teams.
  • Can edit or update a ticket of all teams from the comment page only.

    • Team access I
  • Can view all teams’ unassigned tickets in the Helpdesk.
  • Can assign tickets for all teams.

    • Team access II
  • Can view all teams’ unassigned tickets.
  • Can assign tickets for their teams.

    • Restricted access
  • Can only view their teams’ assigned tickets.
  • Team tickets detailed view will not be available.
  • Can update only tickets assigned to him/her.
    • Everything is fine, but we had a small problem getting your license. Please go back to the SharePoint Store to get this app again and you won’t be charged for it?
    This issue occurs sometimes, please try to install the application on other browsers.
    Can I connect the Helpdesk application to Power BI & Power Automate?
    Yes, since Helpdesk application data stores external SharePoint lists so that it can connect to Power BI & Power Automate.
    Will you have access to the app's data from our tenant?
    No, we will not have access to any field from your tenant other than the app email id of the person who has installed the app. Incase of troubleshooting, we need to get on screen sharing to know the issue and provide resolution.