1. V1.0.0.0
Ticket Submission & Tracking
- Submit tickets directly from SharePoint or via a shared email inbox
- Classify tickets by priority — Low, Medium, High, or Critical
- Track real-time ticket status from submission through to resolution
- Attach screenshots, documents, or files to any ticket
Routing & Collaboration
- Department-wise agent assignment with configurable approval steps
- Internal notes visible only to the support team
- Ticket comments and conversations kept in a single thread
- Role-based access control for Normal Users, Department Agents, and Admins
Notifications
- Email and in-app notifications at every stage of a ticket’s lifecycle, via a Microsoft Power Automate flow (configured separately during setup)
Reporting & Data
- Centralized dashboard showing ticket history and recent activity
- Search and filter tickets by Ticket ID, subject, or requester name
- Export ticket data to Excel for audits and reporting
Admin & Configuration
- Configurable email templates for system and department communication
- Department management, each with its own shared mailbox, queue lead, and SharePoint group
- Ticket form field configuration — set visibility and required fields
- Ticket grid view and Excel export field configuration
- Custom tab labels (Tabs Taxonomy) for header navigation
- Configurable grid page size, date format, and Ticket ID prefix
- Header customization — title, options, and icon
- Full-screen display toggle, solution version display, and tenant info display
- Admin role assignment for delegated system control