Microsoft 365 Help Desk
Provide efficient support and resolution with a full-featured help desk integrated with Microsoft 365.
Microsoft 365 email ticketing system
Email alone lacks features to optimally manage and track support requests. A help desk for MS 365 provides a suite of features to efficiently resolve email tickets and automate support processes. Fully integrate your support inbox(es) to create tickets from email.
Create tickets from MS 365
Directly connect your Microsoft 365 support inbox to the OneDesk ticketing system. Integration is a simple on-click process using OAuth. Customers send their requests to your email address. Then, tickets are automatically created in the OneDesk ticketing system. Track, manage, and resolve all tickets in OneDesk.
Respond from your Microsoft 365 address
Your whole team can respond to customer tickets from OneDesk. Emails are sent to your customers’ inbox via your own MS 365 support account (SMTP). Using an integrated Microsoft 365 help desk gives customers clarity and trust when interacting with your team.
Manage multiple support inboxes
Have multiple departments or support inboxes? OneDesk allows you to integrate multiple MS 365 accounts. You can set different rules based on each email account. For instance, create different ticket types depending on the inbox. Or, triage tickets to the right department based on the email’s origin.
Top features: Microsoft 365 help desk system
Visibility & accountability
Enable clarity on the status and progress of all customer requests. Each request can be assigned to an agent, contains a history of activities, and clear indicators of priority, progress, and status. Agents always know what they are accountable for and managers know what needs to be actioned.
Get a full picture of requests
Never lose track of requests. See key indicators from your default ticket view. Easily filter, sort, or group to drill down to the data you need. Save your custom work views for later. Switch between each work view as needed.
Save time in your workflow
Streamline your workflows and improve your ticket resolution time with automations. Automations are customizable rules that perform various actions. Automatically:
- Assign tickets
- Send responses
- Update statuses
- and much more!
Gather actionable feedback
Monitor team performance and gather actionable data based on customer feedback. Automatically send out surveys on resolved tickets. The survey is sent directly to the customer, allowing them to rate their satisfaction and add comments.
Improve support processes
Improve your support processes over time. Use real-time charts and graphs to track key performance indicators such as workload, resolution times, and customer satisfaction. Schedule reports to extract data about tickets. Customize reports by choosing the groupings, filters, date range, and more.
Frequently asked questions about MS 365 help desk
What is a Microsoft 365 ticketing system?
A Microsoft 365 ticketing system is a tool that integrates with an MS 365 email account. The system creates tickets automatically when emails are received. In comparison to email alone, a MS 365 ticketing system provides more robust features to measure, track, and streamline support.
What are the features of a Microsoft 365 help desk?
A Microsoft 365 help desk should first and foremost allow for direct connection to a MS 365 account. This connection should create tickets from incoming emails. Other features to look out for include:
- Custom ticket views
- Automation tools such as automated responses and triaging.
- Reporting and metrics.
- Customer satisfaction surveys.
- Service Level Agreements (SLAs).
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