Q) Can I allocate SLA's based on request types?
A) Yes.
Q) Will I be able to see the entire history of a ticket along with the comments at various stages and the resolution?
A) Yes.
Q) Can a resolution be set as a knowledge-base item so that its knowledge is reused in resolving similar tickets?
A) Yes.
Q) Can we take ratings at the time of request closure so that I can improve my service using the ratings data?
A) This feature has been identified and is in our product backlog and will be made available in the appropriate release.
Q) I want to use the Work 365 Help app as HR, IT and Admin service desks respectively; how can I go ahead with it?
A) We would recommend configuring separate instances of the app for HR, IT and Admin for better usability, maintenance and reporting.
Q) Can I gauge performance of my agents working on service desk app for a particular period?
A) Yes, productivity reports for agents can be generated in the product backlog - we can give it to you on-demand.
Q) Can an admin archive old tickets?
A) Yes.
Q) As an admin can I assign a ticket to two different people?
A) No, but you can always edit a ticket and assign it to someone else.
Q) Will I be able to have a look at SLA breaches?
A) Yes, you will be able to do that in the SLA report.
Q) Can Work 365 Help Desk be used for different departments like HR, IT and Admin?
A) Yes! The application is configurable and can be used to manage any kind of requests within an organization.
Q) How is Work 365 Help Installed or Deployed (with Free Trial)
A) Work 365 Help is currently available as a SharePoint application through the Microsoft App store. Please CLICK HERE to start the trial or add it to your SharePoint instance. Work 365 Time is installed as a provider hosted application. This allows us to provide you with the most current and relevant features. if you are interested in a SharePoint hosted version of the application, please write to us at [email protected]
