This is precisely why our Issue Tracker add-in is designed to operate in automation mode based on administrator defined ticketing workflow. So, an ideal issue tracker system should provide a way to automatically log a trouble ticket from an email and assign the appropriate technician who has the relevant skill to resolve it.

It can increase response time affecting the overall performance of the help desk. Moreover, during off hours, weekends or holidays, support emails will remain unattended in your mailbox, increasing the anxiety and frustration of curious callers. The reason being a technician has to manually create and log in new trouble ticket from email and this can be a major drawback if there is considerable emails traffic. However, in a typical service desk environment, where the email is the main medium of correspondence, there is a feel of a вЂdisconnectвЂ™ between the technicians and the ticket tracking system. You may think, just clicking a button to raise a ticket from an email to a destination SharePoint list is a big leap in the efficiency of the helpdesk. The generated ticket item in SharePoint will inherit metadata information from the email or sender, such as name, email address, phone number, address, problem description, attachments, and any number of custom fields, your administrator might have deployed. With our Outlook add-in ( Issue Tracker for Outlook & SharePoint), you can establish and maintain a live connection between your email clients (Microsoft Outlook) to your SharePoint lists, such that, you are able to simply press a button to raise and log a trouble ticket from the selected email to your Issue Tracking SharePoint list. The question is, how will these emails from Outlook get updated to the ticket item in your SharePoint list? This is where our expertise and solutions comes into the picture to fill this glaring void. So, in practical scenario, a trouble ticket might have various e-mail versions of the resolution steps, and the ticket should reflect the compete snapshot of these responses and resolutions. Different members from the support teams may provide resolutions during the course of the request. Feedback from the end-user and suggestions from other technicians or stakeholders often occur and lead to multiple request-response emails in Microsoft Outlook. Moreover, most trouble tickets cannot be resolved within a single e-mail and response. Most often, aВ SharePoint based issue tracking system is not effective in its original form if there is no easy way of sourcing and tracking ticket information from emails stored on your Outlook. Sourcing ticket information from emails in Outlook And yes, it is certainly an expensive investment. In fact, SharePoint development is a huge business with hundreds of consultants or вЂthird partiesвЂ™ deliveringВ web-parts, add-ons and other SharePoint customization. Because, without extensive experience and skills, it is greatly difficult toВ build the logic of their helpdesk application and integrate their in-house workflows such as importing tickets from Outlook emails into SharePoint. And thatвЂ™s where the problem and its potential pitfall lie. However, to be that something useful, it requires a good level of customization. Just like a sculptor producing a piece of art-work from a raw wood, in the hand of a creative designer, SharePoint can be molded into doing anything they want it to do or, sort of.

No doubt, Microsoft SharePoint is very powerful and popular. Limitation of SharePoint as a ticketing system And lately, with SharePoint becoming as a preferred repository for sharing documents and enabling collaboration among staffs and workers from within or outside the organizationвЂ™s network, there is a trend for IT managers to make good use of the inbuilt Issue Tracking SharePoint list,В to meet their basic ticket recording and tracking requirements. WhenВ customer satisfaction is top priority for products and services oriented businesses, it is imperative thatВ support team work together and collaborate on issues with some form of tracking and ticketing mechanism put in place in the organization.

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