Use the IT help desk SharePoint site template

First, follow instructions on how to add a site template to a new or existing SharePoint site.

Explore pre-populated site content, web parts, and pages and decide what site customizations will be necessary to align with your organization's brand, voice, and overall business objective. 

Pre-populated site, list, and news post template content:

• Home page - A landing place for visitors to submit and view the status of support requests, review outage alerts, and access trainings and other resources.

• Tickets - Keep track of progress on submitted support tickets. Customize this list template by editing list text fields.

• Devices - Keep track of assigned devices and assets. Customize this list template by editing list text fields.

• FAQs - Provide visitors a list of answers to frequently asked questions relating to topics like passwords, security, network and device management.

• Documents - Easy access to shared documents.

• Recycle Bin - Provides access to recently deleted content.

Once you've added the IT help desk site template, it's time to customize it and make it your own. 

Provide helpful information to visitors - Use Text web parts to provide guidance to visitors. Showcase news and announcements - Use the Hero web part to highlight updates and important information. Draw attention to resources - Use the Call to Action web part to highlight common resources. Provide access to resources and training - Use the Quick links web part to provide easy access to tech support resources. Display upcoming events and important dates - Use the Events web part to create a list of important events and dates. Introduce customers to your support team - Use the People web part to showcase key contacts.

Customize your site's look, site navigation, web parts, and content to fit the needs of your viewers and of the organization. When making customizations, ensure the site is in edit mode by selecting Edit in the top right of the site. As you work, Save as a draft, or Republish changes to make edits visible to viewers.

1. Use Text web parts to provide guidance to visitors

1. Begin by selecting the Text web part and choose Edit properties ().

2. Edit your text directly in the web part. 

Learn more about the Text web part. 

2. Use the Hero web part to highlight updates and important information

1. Begin by selecting the Hero web part and choose Edit properties ().

2. Choose the Layout options that best suit the organization’s needs.

See different types of layouts and options for the Hero web part. 

3. Use the Call to Action web part to highlight common resources

1. Select the Call to Action web part and select Edit properties ().

2. Add a background image by selecting Change in the editing pane, selecting an image source, and then selecting Insert after choosing an image.

3. Update the Button label and Button link to the navigation destination.

4. Adjust the alignment of the button label and link.

Learn more about using the Call to Action web part.

4. Use the Quick links web part to provide easy access to tech support resources

1. Navigate to the Quick Links web part, select the link, then select Edit properties ().

2. Edit the link, title, icon, and description if needed.

3. To add a link, select + Add links.

See different types of layouts and editing options for the Quick Links web part.

5. Use the Events web part to create a list of important events and dates

1. Select the Events web part and choose Edit properties ().

2. Select the Source, Date range, and the Layout for events to be displayed.

3. Enter the maximum number of items that should be listed in this web part. 

Learn more about using the Events web part.

6. Use the People web part to showcase key contacts

1. Start by deleting the image of the People web part.

2. Find the Toolbox () on the right. Select See all web parts, then select or drag-and-drop People from the list of web parts

3. Select Edit properties ().

4. Adjust the layout and enter the name of a person or group.

Learn more about the People web part.

Customize the following pages and lists within the site

• Tickets - Keep track of progress on submitted support tickets. Customize this list by editing the list template. 

• Devices - Keep track of assigned devices and assets. Customize this list by editing the list template. 

• FAQs - Customize this page by editing the Text and Quick Links web parts.

Customize the look and site navigation

Before you share your site with others, put the finishing touches on your site by ensuring users can find the site, navigate through links and pages easily, and quickly access content on the site.

• Edit document libraries by updating the folder names and uploading resources.

• Edit and customize site navigation.

• Change the look of your site by customizing the theme, logo, header layouts, and the look of your site.

• Add or remove pages to this site or the site navigation to accommodate existing content.

• Choose to associate this site with a hub site within your organization, or add this site to an existing hub site navigation if needed.

Share your site with others after you've customized your site, reviewed for accuracy, and published the final draft. 

1. Share your site with others after you've customized your site, reviewed it, and published the final draft. 

2. Select Settings and then Site Permissions.

3. Select Invite people, select Add members to group and then Add to grant full access to team site content, shared resources like the team Outlook calendar and editing rights to the site.

4. Then select Invite people, then Share site only, and then Save to share the site but not shared resources or site editing rights.

5. Select Share.

Learn more about managing team site settings, site information and permissions.

 

After you create and launch your site, the next important phase is maintaining site content. Ensure you have a plan to keep content and web parts up to date. 

Site maintenance best practices:

• Plan for site maintenance - Establish a schedule to review the site content as often as needed to ensure content is still accurate and relevant.

• Regularly post news - Distribute the latest announcements, information, and status across the organization.  Learn how to add a News post on a team site or communication site, and show others who will be posting announcements how they can use SharePoint news.

• Check links and web parts - Keep links and web parts updated to ensure you are leveraging the full value of your site.

• Use analytics to improve engagement - View site usage by using the built-in usage data report to get information on popular content, site visits, and more.

• Periodically review your site settings - Once you've created a site in SharePoint, you can make changes to the settings, site information, and permissions for the site.