Since launching our SharePoint helpdesk app, we’ve released a series of updates packed with features that improve performance, automation, and usability. In this blog, we’ll walk you through the key releases, highlighting the features that shaped our journey and brought our product closer to meeting your needs.
Table of Contents
SteadyPoint HelpDesk 1.0.3.0
- Customer portal
- Link tickets with one click
- Delete attachments
- A new trigger reaction: send email to ticket owner’s manager
- Form submission: add watchers during ticket creation
- Updated default workflow
- View a group’s members
- General Enhancements: Error message: No internet connection, Save resolution, Clickable headings, Consistent ordering
- Bug fixes
SteadyPoint HelpDesk 1.0.2.4
- Connect user-defined fields to SharePoint columns
- Customize the views (add/ remove columns, change header and order) per Workspace and Request Type
- Create a Workspace from a customizable template
- Triggers support more columns and conditions
- Add color coding per status
- Add tickets handlers as watchers
- Generate Workspace Keys automatically using their initials
- Enable the task alert sound
- Design enhancement
- Performance enhancement
- General bug fixes
SteadyPoint HelpDesk 1.0.2.3
- Communicating with External users
- Comment added with Triggers
- Update ticket request type with Triggers
- Ticket Created via Email with Trigger action
- General Bug Fixes
SteadyPoint HelpDesk 1.0.2.2
- Knowledge base
- Date Format
- Select who can view activities & activities permissions
- Save tickets filter during the session
- Update Default selected statuses in tickets view (every user can set his default statuses to be viewed)
- General Bug Fixes
SteadyPoint HelpDesk 1.0.2.0
- Renamed Types and Sub-Types
- Field level permissions
- Dynamic Workflow
- Triggers
- Action Items
- Custom Notifications
- Add HTML code view to Notifications
- Re-ordering Workspaces
- Replacing the 2013 workflows with Power Automate
- Customize the Workflow and Forms per Category and Sub-Category
- Changes to Posts and Notes (from Miscellaneous Settings)
SteadyPoint HelpDesk 1.0.1.9
- Add group as member (private workspace)
SteadyPoint HelpDesk 1.0.1.8
- Support default assignee per workspace
- Add hint for automatic routing, so the reporter will know the assignee before submitting the ticket
- More documentation for the features
- Enhance GUI
SteadyPoint HelpDesk 1.0.1.7
- New design for tables and filters
- Change day light difference hours for some counties
- Support default watchers per request type
- Resource pool can view the tickets assigned to that group after someone get them by clicking on my team tickets
- Once posting an update, send a notification to all ticket stakeholders (owner, reporter, assignee, watchers)
- Add link field type to the form builder
- Control who can see reports
- Change ticket priority in open stage
- Mark new created tickets for one day
- The link of approval activity now goes to the approval form directly
- Change “Reply all” to “Add Public note”
- Bug fixes (SLA Escalation, …)
SteadyPoint HelpDesk 1.0.1.6
- Performance and security updates
SteadyPoint HelpDesk 1.0.1.5
- Integration with Microsoft Teams
SteadyPoint HelpDesk 1.0.1.4
- Views/Filters module
SteadyPoint HelpDesk 1.0.1.3
- Form Builder module
SteadyPoint HelpDesk 1.0.1.2
- Group tickets into a separate workspaces/projects/functions/departments/product, etc
- Tag someone in the comments
- Watchers, can follow a ticket to be informed about related changes
- Private notes, you can add internal notes
- New ticket view
SteadyPoint HelpDesk 1.0.1.1
- 14 supported UI Languages
SteadyPoint HelpDesk 1.0.1.0
- Helpdesk en Español
et français, e italiano, und deutsch, en nederlands, i polski and whatever else you require!
- Editable Email Templates
You can now select which emails* are sent out from the system! In addition, you can change the content of these emails.
- Introducing the Lookup Row
A new type of row has been introduced to ticket templates: Lookups. You can now create a SharePoint list and add it to any ticket template, allowing ticket creators to select items from that list, and you are no longer tied down by the size of the Choice column.
SteadyPoint HelpDesk 1.0.0.9
- Email Communication
Users can now engage in two-way conversations with HelpDesk technicians directly via email. Technicians can reply to user emails, and all message exchanges are automatically logged within the ticket for full documentation and traceability.
- Revamped History Tab
The History tab received a UI upgrade. It now includes user profile pictures next to each logged action, making it easier to track who did what on every ticket.
SteadyPoint HelpDesk 1.0.0.8
- Activities Tab
Every ticket now includes an Activities tab, allowing you to create and manage follow-ups, appointments, calls, emails, reminders, and approvals—all in one place.
- Approval Templates
You can now create and assign Approval Templates to tickets that require specific sign-offs. This ensures tickets receive the necessary approvals throughout their lifecycle.
- Canceling Tickets
Ticket authors can now cancel tickets that haven’t been assigned yet—specifically those still in “New” status.
- Reassign Tickets by Manager
Managers overseeing multiple teams can now reassign tickets across teams, offering more flexibility and centralized control.
- Reopened Tickets: Track and Report
You can now track which users reopen the most tickets and filter reopened tickets in the ticket viewer for better monitoring and reporting.
SteadyPoint HelpDesk 1.0.0.7
- Post Screenshots Straight Into the Ticket Description
With the new rich text editor, you can now paste screenshots directly into a ticket’s description box. Simply press “Ctrl+V” after using the “prt sc” button on your keyboard, making it easier to add visual context to your tickets.
- Email Notifications, Completely Revamped
We’ve given our notification emails a fresh new look, improving clarity and readability for a better user experience.
- All Tabs Everything
The ticket view has been streamlined for a more compact experience. You can now quickly access the relevant sections from their respective tabs without clutter.
- Auto-Close: Now in Hours
You can now set the auto-close period in hours, offering more precision for shorter closing timelines. Additionally, VIP Escalation is now optional, and the checkbox can be completely removed from tickets by turning it off in the settings. Both options can be accessed from the re-branded “Miscellaneous” menu, which replaces the old “General Settings” section.
- Optional Discussion Board
Previously, a discussion board was created for every ticket. Now, it will only appear when you click “Start Discussion” on the discussion tab, providing more flexibility in how discussions are initiated.
- Reach Tickets Directly
You can now access tickets assigned to you directly from the tickets menu, rather than relying solely on task notifications or the task bell.
SteadyPoint HelpDesk 1.0.0.6
- Discussion Board
- A brand-new General Settings Menu
- Manual Routing
- Tickets Auto-close
- Rich texts
SteadyPoint HelpDesk 1.0.0.5
- Discussion Board
Replacing task comments, the Discussion Board improves documentation and enhances communication by offering a more organized and clear space for team discussions.
- General Settings Menu
A completely redesigned General Settings Menu now integrates SteadyPoint Assets Management with SteadyPoint HelpDesk. This new feature lets you customize settings such as the auto-close period for verified tickets and choose between manual or automatic routing.
- Manual Routing
For smaller teams, we’ve introduced manual routing. No need to depend on the routing algorithm anymore. You can now directly assign ticket handlers when creating new tickets, giving you more control over the process.
SteadyPoint HelpDesk 1.0.0.4
- A Brand-New Design
from the reporting charts on your homepage to an updated ticket creation screen and more, witness HelpDesk’s new sleek look.
- Introducing “Site Manager”
We’ve added the ability to assign a Site Manager, who has read-only access to all tickets issued to resources within their site. The Site Manager role is positioned between HelpDesk Admin and Team Leader, offering a supervisory function to view tickets and reports. If your current structure doesn’t require a site manager, this feature can be skipped.
SteadyPoint HelpDesk 1.0.0.3
- Service Requests
SteadyPoint HelpDesk 1.0.0.2
- Ticket auto close
- Ticket template (You can configure a template for each ticket)
SteadyPoint HelpDesk 1.0.0.1
- SharePoint & Office 365 Add-in
- Outlook Add-in Integration
SteadyPoint HelpDesk 1.0.0.0
Helpdesk is born!
- Routing (Direct assignment, Resource pool, and SPOC)
- Problem Catalog
- Escalations, Reminders, and SLA
- Tickets Re-open
- Open Skype call within ticket form
- Integrated with SteadyPoint Assets Tracking add-in
- Tasks delegation
- Export to Excel
- Open Ticket via Email
- Reporting
We’re proud of how far the SharePoint helpdesk app has come and excited for what’s next. Stay tuned for more updates and innovations ahead.