Create a SharePoint Ticketing System in 2025 - Helpdesk 365
                     Create a SharePoint Ticketing System in 2025 - 
Helpdesk 365
How to Create a SharePoint Ticketing System in 2025?
Before we reveal how to create a SharePoint ticketing system, 
SharePoint.is part of the Microsoft ecosystem, and is a robust platform for 
collaboration and workflow automation. One of its versatile features is the 
ability to develop a Helpdesk Ticketing System, a powerful solution to 
manage support requests, streamline processes, and ensure smooth 
communication between users and IT or customer support teams.
Quick Read
Summary generated by AI, reviewed for accuracy.
Build a SharePoint ticketing system using SharePoint lists to track 
issues and Power Automate to send alerts and updates.
Use Power Apps or Microsoft Forms for user input and connect it with 
Teams for easy access. Add tools like Helpdesk 365 for advanced 
features.
What is a SharePoint Ticketing System?
A SharePoint Ticketing System is a solution built on the SharePoint 
platform to manage and track support tickets, issues, and requests 
within an organization. It
leverages SharePoint’s capabilities, such as document management, 
workflows, and collaboration features, to streamline the process of 
handling various types of support or service requests.
Why is Helpdesk ticketing system Important?
1. Centralized Management: A SharePoint ticketing system 
centralizes all support requests, making it easier for teams to 
manage and resolve issues efficiently.
2. Improved Efficiency: Automating workflows and task assignments 
reduces the manual effort required, speeding up the resolution 
process and reducing errors.
3. Better Accountability: By tracking the status and history of each 
ticket, organizations can ensure that issues are addressed promptly 
and that there’s accountability for delays or failures.
4. Enhanced Communication: The system facilitates clear 
communication between the support team and the end-users, 
with updates and resolutions being communicated through the 
platform.
5. Data-Driven Decisions: With built-in reporting and analytics, 
organizations can identify trends, common issues, and areas for 
improvement, leading to better decision-making.
6. Scalability: As an organization grows, Helpdesk software can easily 
scale to handle increased support demands, making it a flexible 
solution for companies of all sizes.
A ticketing system is useful because it simplifies support operations, 
enhances service quality, and allows for better management of 
organizational resources.
Before we reveal how to create a SharePoint ticketing system, SharePoint 
is part of the Microsoft ecosystem, and is a robust platform for 
collaboration and workflow automation. One of its versatile features is the 
ability to develop a Helpdesk Ticketing System, a powerful solution to 
manage support requests, streamline processes, and ensure smooth 
communication between users and IT or customer support teams.
Step-by-Step Guide to Create your SharePoint Helpdesk
Step 1: Setting Up SharePoint Helpdesk Software in Microsoft Teams
Before creating a SharePoint Helpdesk, ensure that your SharePoint 
environment is ready:
 Access SharePoint: Log in to your SharePoint site. If you don’t 
have one, you may need to set it up or contact your IT 
department.
 Create a Site or Subsite: If you prefer to keep your office 365 
ticketing system separate from other activities, create a new site 
or subsite dedicated to ticket management.
Step 2: Customizing the Ticket Form
Enhance user experience by customizing the ticket submission form.
 Edit Form Settings: Go to the list settings, and under “Forms,” 
choose “Customize in InfoPath” or use PowerApps for a more 
modern approach.
 Add Custom Fields: Include additional fields and logic to capture 
detailed ticket information.
 Apply Conditional Formatting: Use conditional formatting to 
highlight high- priority tickets or overdue tasks.
Step 3: Setting Up Workflows
Automated ticket handling processes with SharePoint workflows.
 Access Flow Settings: Navigate to the list settings and click on 
“Flow” (Power Automate) to create a new workflow.
 Define Workflow Steps: Outline the steps for handling tickets, 
such as sending notifications, updating status, and assigning 
tasks.
 Set Triggers and Actions: Configure triggers (e.g., new ticket 
creation) and actions (e.g., email notification to support team).
Step 4: Creating Views for Easy Access
Organize and display tickets using custom views.
 Create New Views: Go to the list settings and create views for 
different perspectives, such as:
o All Tickets
o Open Tickets
o Closed Tickets
o Tickets by Priority
o Tickets by Assigned User
 Apply Filters and Sorting: Customize filters and sorting options to 
make it easier to find and manage tickets.
Step 5: Implementing Permissions and Security
Ensure that the office 365 ticketing system is secure and 
accessible only to authorized users.
 Set List Permissions: Go to the list settings and configure 
permissions to control who can view, edit, and delete tickets.
 Manage Access Levels: Assign appropriate access levels (e.g., 
read-only, edit, full control) to different user groups.
Step 6: Training and Rollout
Prepare your team for using the new SharePoint IT ticketing system.
 Create Documentation: Develop user guides and documentation 
to help users understand how to submit and manage tickets.
 Conduct Training Sessions: Organize training sessions to 
demonstrate the features and functionality of the Helpdesk 
Software.
 Gather Feedback: Collect feedback from users to identify any issues 
or areas for improvement.
Key Features of a Helpdesk Ticketing System
Here are some key features of a SharePoint Helpdesk Ticketing System:
1. Automated Ticket Creation : Tickets can be created automatically 
when users submit issues via forms, emails, or integrated tools. 
This helpdesk automation reduces manual intervention and 
ensures that every issue is logged and tracked efficiently.
2. Custom Workflows : SharePoint integrates with Power Automate to 
design custom workflows that route tickets to the appropriate 
department or individual based on the issue type, priority, or other 
parameters. It can also trigger escalations and notifications.
3. Email Notifications : The system can send automated email 
notifications to users and support agents. Notifications can be 
triggered when a new ticket is created, when the ticket’s status 
changes, or when there’s a response from support staff.
4. Role-Based Access Control : Access to tickets can be restricted 
based on user roles. For example, end-users can only view and 
update their own tickets, while support agents can manage all 
tickets. Permissions can be customized to match specific needs.
5. Ticket Prioritization : The system allows users to set priorities (e.g., 
Low, Medium, High) for tickets, ensuring that more urgent requests 
are addressed first. Agents can view and sort tickets based on 
priority.
6. Dashboard and Reporting : Customizable dashboards display key 
metrics such as the number of open tickets, average resolution 
times, overdue tickets,
and workload distribution. Power BI integration can be used for 
advanced reporting and data visualization.
7. Search and Filter : Support agents and managers can easily search 
for, and filter tickets based on various criteria like status, priority, 
issue type, or assigned agent. This helps quickly locate specific 
tickets or monitor trends.
8. Mobile Accessibility : With PowerApps and SharePoint’s mobile-
friendly design, users and agents can submit, track, and manage 
tickets on the go via mobile devices, improving response times and 
flexibility.
9. Knowledge Base Integration : A knowledge base can be integrated 
within the system, allowing users to search for solutions before 
submitting a ticket. This self-service option reduces the number of 
repetitive support requests.
10.SLA Tracking : The system can track and enforce Service Level 
Agreements (SLAs) by setting deadlines and sending reminders or 
escalations when tickets approach their due dates.
11.Multi-Channel Ticket Submission : Users can submit tickets via 
multiple channels such as email, web forms, or directly within 
SharePoint. The system consolidates all submissions into a single 
view for easy management.
12.Customizable Forms : The ticket submission forms can be 
customized to collect all necessary information based on the type 
of request. Custom fields ensure that each ticket contains the 
relevant data needed for resolution.
13.Collaboration Tools Integration : SharePoint’s integration with 
Microsoft Teams and other collaboration tools allows agents to 
collaborate on tickets, share files, and communicate with users, 
streamlining issue resolution.
Benefits of Using a Microsoft Ticketing System:
Here are the key Benefits of Using a Microsoft Ticketing System:
1. Cost-Effective : A SharePoint-based office 365 ticketing system 
leverages your existing SharePoint and Microsoft 365 
infrastructure, eliminating the need for expensive third-party 
SharePoint helpdesk software. This results in significant cost 
savings.
2. Seamless Integration with Microsoft 365 : The system integrates 
natively with Microsoft 365 tools like Outlook, Teams, Power BI, 
and Planner. This allows for automated ticket creation from emails, 
easier collaboration via Teams, and in-depth reporting using Power 
BI.
3. Customizability : SharePoint provides a high level of customization. 
You can tailor the ticket submission forms, workflows, and 
dashboards to suit your organization’s unique processes and 
requirements. This flexibility ensures that the helpdesk tool fits 
your exact needs.
4. Automation and Workflow Efficiency : Using Power Automate, you can 
set up workflows to automate repetitive tasks like ticket 
assignments, status updates, and email notifications. This increases
 efficiency and reduces the risk of human error.
5. Improved Collaboration : SharePoint’s collaborative environment 
allows support teams to work together more effectively. With 
document sharing, version control, and integration with 
Microsoft Teams, agents can easily communicate and collaborate 
to resolve issues faster.
6. Centralized Information : All tickets, responses, and associated 
documents are stored in a centralized location within SharePoint. 
This ensures that ticket information is easily accessible and 
organized, reducing time spent searching for data.
7. Enhanced Visibility and Reporting : Dashboards and reports provide 
real- time insights into ticket statuses, agent performance, and 
overall Microsoft helpdesk software efficiency. These reports help 
managers make informed decisions and optimize their support 
operations.
8. Scalability : An IT ticketing system can easily scale with your 
organization as it grows. You can add more users, increase ticket 
capacity, and expand workflows without needing to overhaul the 
entire system.
9. User-Friendly Interface : End-users and support staff can easily 
navigate the system, submit tickets, and track ticket status. The 
familiarity of SharePoint’s interface makes the learning curve shorter 
for both agents and end-users.
10.Role-Based Access Control : You can assign permissions based on 
user roles. This ensures that only authorized personnel have access 
to sensitive ticket information while allowing users to view or modify 
only their own tickets.
11.SLA Compliance : With built-in tools to track Service Level 
Agreements (SLAs), the system helps ensure that tickets are 
resolved within predefined time frames. Alerts and escalations 
can be set up to notify agents when deadlines are approaching or 
have been missed.
12.Mobile Accessibility : SharePoint’s mobile-friendly design and 
integration with PowerApps means that users and agents can 
access and manage tickets on mobile devices. This improves 
flexibility and responsiveness, especially for teams working remotely 
or in the field.
13.Self-Service Option : A SharePoint helpdesk can include a knowledge 
base, enabling users to find solutions to common problems 
independently before submitting a ticket. This reduces the number 
of supports requests and lightens the load on the helpdesk 
ticketing tool
13.Enhanced Security and Compliance : SharePoint’s robust security 
features, including encryption, role-based access, and audit logs, 
ensure that sensitive ticket data is protected. Additionally, 
SharePoint helpdesk helps meet compliance standards for data 
storage and access control.
14.Faster Response and Resolution Times : With automation, workflow 
routing, and collaboration features, tickets are assigned, handled, 
and resolved more quickly. This leads to improved user 
satisfaction and quicker resolution of critical issues.
How to Choose the Right SharePoint Ticketing System?
Choosing the right SharePoint ticketing system involves careful 
evaluation of your organization’s needs, system capabilities, and 
integration requirements. Here’s a structured approach to guide your 
decision-making process:
1. Assess Your Needs : Identify Ticket Types: Determine the types of 
tickets you need to handle (e.g., IT support, HR inquiries, customer 
service issues). Volume and Complexity: Estimate the volume of 
tickets and the complexity of the workflows required. Consider how 
many users will submit and manage tickets. Feature Requirements: 
List essential features such as automated ticket creation, SLA 
tracking, or multi-channel support.
2. Evaluate Customization Options : Form Customization: Ensure you 
can customize ticket forms to capture all necessary information. 
Look for options to add custom fields and validation rules. Workflow 
Customization: Verify that the system allows you to design and 
automate workflows using tools like Power Automate. Custom 
workflows should support ticket routing, escalation, and 
notifications.
3. Check Ease of Use : User Interface: The system should have an 
intuitive interface for both end-users and support staff. A user-
friendly design encourages adoption and reduces training time. 
Accessibility: Ensure the system is accessible from various 
devices, including desktops, tablets, and smartphones. Mobile-
friendly design or a dedicated app can be beneficial.
4. Integration Capabilities Microsoft 365 Integration: Confirm seamless 
integration with other Microsoft 365 tools like Outlook, Teams, and 
Power BI. This integration facilitates automated ticket creation, 
real-time collaboration, and reporting. Third-Party Integration: 
Assess if the system integrates with other tools your organization 
uses, such as CRM systems or external email platforms.
5. Automation and Workflow Management Automation Features: Look 
for capabilities to automate routine tasks such as ticket 
assignment, status updates, and notifications. Automation 
improves efficiency and reduces
manual work. Workflow Flexibility: The system should support 
complex workflows, including conditional logic and multi-step 
processes.
6. Role-Based Access Control Permission Management: Ensure the 
system allows for role-based access control. Define different 
permissions for users, support agents, and administrators to control 
who can view or modify tickets. Security: Verify that the system 
adheres to security best practices to protect sensitive ticket 
information.
7. Reporting and Analytics Built-In Reports: Evaluate the system’s 
reporting capabilities. It should offer built-in reports for metrics like 
ticket volume, resolution times, and SLA compliance. Custom 
Dashboards: Check if you can create custom dashboards to monitor 
key performance indicators (KPIs) and visualize data effectively.
8. Scalability Future Growth: Ensure the system can scale with your 
organization. It should handle increasing ticket volumes and user 
numbers without performance issues. Flexibility: The system 
should allow for
adjustments to workflows and features as your organization’s 
needs evolve.
9. Mobile Accessibility Mobile Compatibility: If mobile access is 
important, confirm that the system offers a mobile-friendly 
interface or app. Mobile access enables support staff and users to 
manage tickets on the go.
10.Security and Compliance Data Protection: Ensure the system provides 
robust security features such as encryption, secure access controls, 
and audit trails. Compliance: Check for compliance with relevant 
regulations (e.g.,
GDPR, HIPAA) to meet legal and industry standards.
11.Support and Maintenance Vendor Support: Consider the level of 
support provided by the vendor, including customer service, 
technical support, and training. Maintenance: Evaluate the 
system’s maintenance requirements and any associated costs. 
Ensure there are clear procedures for updates and troubleshooting.
12.Total Cost of Ownership Cost Analysis: Calculate the total cost, 
including licensing, customization, and ongoing maintenance. 
Compare this with the benefits and features offered. Budget Fit: 
Ensure the chosen system fits within your budget while delivering 
the necessary functionality and value.
13.User Feedback and References Customer Reviews: Research user 
reviews and testimonials to gauge the system’s performance and 
reliability. Case Studies: Look for case studies or references from 
similar organizations to understand how the system has been 
implemented and its impact.
Conclusion
A SharePoint Ticketing System is an excellent solution for organizations to 
streamline support processes without costly third-party tools. By 
leveraging Microsoft 365, you can build a scalable, collaborative ticketing 
system tailored to your needs— or opt for Helpdesk 365, a ready-to-use 
SharePoint and Teams-based helpdesk with automation, SLA management, 
and reporting to boost productivity, speed up response times, and deliver 
a better support experience.