Chapter 4

Helpdesk Ticketing

WHAT’S IN THIS CHAPTER?

• Allowing users to submit new problems issues or requests
• Enabling helpdesk employees and managers to respond to and resolve those problems
• Providing end users with a view into current problem status
• Providing metrics for analysis
• Helping to facilitate and grow institutional knowledge by creating a memory bank of solved problems, organized for easy categorization and retrieval

You don’t always need to dive deeply into SharePoint Designer to create a workflow solution. End users and helpdesk managers can manage a workflow process quite well with little more than the clever use of a status field on a key custom SharePoint list.