1. Step 1: Get an R2 Docuo repository.
2. Step 2: Create a Document Category for Support Tickets.
3. Step 3: Create Metadata Fields to Store Ticket info.
4. Step 4: Setup a Custom Workflow for your Support Tickets.
5. Step 6: Create Email Templates that will be automatically sent at the right point of your workflow.

1. Go to your SharePoint environment.
2. Click on Settings and then Add an app.
3. Under Apps, scroll down until you see the one called Issue Tracking and then click on it.
4. Under Adding Issue Tracking, type the name of the list you want to add the app to and then click Create.

1. Select Settings. , and then select Add an app.
2. Enter the type of list template you want (custom, task, calendar, and so on) into the search box, and select Search .
3. Select the List template app you want use.
4. Enter a Name (required).
5. Select OK.

1. If you are using a modern list, click +Add column > Show/hide columns.
2. Click the checkbox next to the ID field, then hit Apply.
3. Don't forget to Save the view so that changes won't be lost.
4. The column will now appear in the list.

• Jira Service Desk.
• Mojo IT Helpdesk.
• Freshservice.
• Zendesk.
• Vision Helpdesk.
• Zoho Desk.
• ServiceDesk Plus.
• Jitbit.

• Zendesk Support Suite.
• Zoho Desk.
• Freshdesk.
• Intercom.
• Service Hub.
• SF Service Cloud.
• Front.
• LiveChat.

1. Listen to customer needs. Put customer (end-user) needs first.
2. Have clear, scalable human-centric processes. IT service desk processes need to be documented.
3. Provide useful self-service tools. Self-serve is useful, to a point.
4. Deploy fit-for-purpose technology.
5. Keep learning, keep improving.

1. Leverage the Power of AI Automation.
2. AI-Enabled Service Desk Management Solutions: Enabling Self-Service Options.
3. Get Things Done Faster with an Easy-to-Use Interface.
4. Manage Processes across the Enterprise with AI-Enabled Service Desk Management.
5. Automate Change Management with AI-Enabled Service Desk Management.

1. Create a service catalogue.
2. Offer a knowledge base or self-service portal.
3. Develop a culture of helping within the help desk.
4. Hire good employees to retain great employees.
5. Build a workflow that tracks issues end-to-end.

1. Create a Jira Service Desk Project.
2. Configure How Customers Submit Requests.
3. Create Request Types to Expedite Ticket Routing.
4. Create Queues.
5. Add Agents and Assign Issues to Them.
6. Create SLAs.
7. View Reports on Team Metrics.

1. If you're working with an existing Jira Service Desk instance, select Projects > Create Project from the the top navigation bar of your instance.
2. Select "Basic Service Desk" as the project type.
3. Name your project.
4. Select Submit to create your project.

1. Open Issue Tracker in your web browser.
2. Click Create Issue.
3. Use the drop-down list to find the component where you want to create the issue.
4. (Optional) Choose a template that best applies to the issue you are reporting.
5. Enter a title in the Title field.
6. Select a priority from the Priority drop-down list.

1. From Issues or Tasks Web part, click on List > List Settings.
2. Click on Advanced Settings.
3. Scroll to E-Mail Notification section. Change Send e-mail when ownership is assigned? radio button to Yes.
4. Click OK.

1. To create a Web Part go to Site Contents > Add an App > Tasks Web Part (you need to have Admin privileges to do this)
2. Give it a name, click OK.
3. To insert a newly created Task List to the Site homepage, click on Page > Edit > Insert Tab > Web Part > Name of Task List you created.

SharePoint 2010 - SharePoint Object Model.