EP365 HelpDesk tickets from email and portal, SLA tracking and logged hours — in your Microsoft 365
Customers raise requests by email to the support address or in the portal, and the team resolves them in one queue with response-time tracking, conversation threads and time reporting — inside the Microsoft 365 you already have and pay for. No Power Automate, no third-party cloud and no extra passwords.
Sound familiar?
This is what companies that support their customers — IT services, service teams, agencies — tell us before they deploy HelpDesk. Not because the team works badly, but because a shared mailbox and email were never built to manage requests and watch deadlines.
“Requests land in five different mailboxes.”
Some write to a specific person, others to a shared mailbox, someone calls. Nobody knows what's open, who's handling it, or whether the promised deadline has passed. When a colleague is on holiday, their tickets sit unnoticed.
“We promised a response within four hours — did we make it?”
The service contract has response times per priority, but they're tracked from memory and from emails. When a customer asks, it takes half a day to dig up and still without certainty.
“What did we actually work, and can it be billed?”
Hours spent on support are logged nowhere, an overrun allowance never gets billed, and the invoice input is assembled from memory. And the customer has nowhere to check the status of their requests.
What HelpDesk does about it
Five things that bring your support into focus the fastest. The complete feature list is below in the details.
A ticket from an email, a thread from a reply
The app picks up the shared support mailbox, creates a numbered ticket with a confirmation from each message, and pairs further emails into a single thread. You reply from the app and it reaches the customer by email as a continuation of the conversation. An unknown sender waits in Unassigned mail — you create the ticket after assigning them to a company.
requests scattered across mailboxes and people one queue, every email paired into a thread
SLA watched by the app, not by memory
Each company has a plan with a response and resolution time per priority. You see a countdown on the ticket, the queue highlights what's at risk, and the “Waiting for customer” status pauses the SLA. On a breach an escalation goes to the lead — once only.
“did we make it?” dug out of emails a colour countdown on every ticket
Conversation plus internal notes
The thread holds public replies to the customer and internal notes the customer never sees. Email attachments stay with the ticket, and macros run routine steps in one click.
A customer portal with isolation
The customer sees their tickets (the “Whole company” role adds colleagues' tickets too), creates new ones and confirms resolution. Other companies' tickets are out of reach — enforced by SharePoint permissions, not just the app.
Companies from CRM, hours into Worklog
Companies, service contracts and contacts come from EP365 CRM. Closing a billable ticket logs the hours as a timesheet into EP365 Worklog — with a project, milestone and a status ready for approval.
The fastest route: 30 minutes at a screen.
No company slideshow. We share a screen and click through the app on sample ticket data — you'll see exactly what your team and your customers would see.
„We finally know what's open and who's handling it. And an overrun allowance finally gets billed — before, it quietly lapsed.“
IT services · 6 support staff · 40 customers under contract
Getting started took half a day. We connected the support mailbox in the morning; by the afternoon the team was resolving the first tickets from the queue.
For those who want to know more
Everything that matters in one place — features, a comparison with the alternatives, security, pricing and answers to common questions.
A ticket from an email without Power Automate
The app picks up the shared support mailbox via Microsoft Graph (delegated, under a team member's account with FullAccess and SendAs), creates tickets, pairs replies into threads by conversation and by the [HD-xxxx] tag in the subject, and sends confirmations and replies. A lock prevents collisions between agents. Unknown senders wait in Unassigned mail.
A queue with sorting and a kanban board
A sortable table with status filters and SLA countdowns, or a kanban with drag-and-drop between statuses (New → In progress → Waiting for customer → Resolved → Closed). Dragging a card triggers the same steps as the buttons in the detail. The “Waiting for customer” status pauses the SLA.
Ticket detail and conversation
The conversation thread separates public replies from internal notes the customer doesn't see. Email attachments stay with the ticket, the record holds the classification (priority, category, work type, billability, effort), watchers on copy, duplicate merging and an Activity tab with the full history.
SLA plans and escalation
A response time and a resolution time for each priority, in business hours Mon–Fri 8–17 or around the clock. A plan is assigned to a company. On a breach a summary escalation goes to a chosen address — once per ticket. An approaching allowance limit is watched by a separate alert.
A customer portal
External users (guest accounts) get an overview, their tickets, creation and replies. The “Whole company” role adds colleagues' tickets, “Only my tickets” keeps the view to their own. Portal submissions go through a secured inbox where SharePoint guarantees the author's identity.
A knowledge base and macros
Published guides are read by customers in the portal (and rated for usefulness); internal articles serve the team. Macros run several ticket actions at once, inbound-mail rules sort new tickets by sender, and automations close resolved tickets or send a reminder.
CRM, Worklog and reports
Companies, service contracts and contacts come from EP365 CRM, and allowance usage is calculated from closed tickets. Closing a billable ticket logs the hours into EP365 Worklog. Monthly reports (new, resolved, SLA compliance, billable hours by company) have charts and a CSV export as an invoice input.
Data stays with you
Tickets, conversations, companies and contacts are stored exclusively in your Microsoft 365 environment, under your identities and permissions. No export to a third-party cloud, no data leaving the company.
A customer can't see others' tickets
Each ticket and message gets permissions only for the requester, their company and the support team. Other companies' tickets are technically out of reach, even with a direct link — enforced by SharePoint, not just the app.
Internal notes stay internal
The thread separates public replies from internal notes. What the team writes on a ticket, the customer never sees — not in the portal, not by email.
No new passwords
The team signs in with a company Microsoft account, customers as invited guests to your tenant. When an employee leaves, IT handles it in one step — blocking the account removes access to the tickets too.
Just the support mailbox, nothing more
The app has permissions only to the shared support mailbox (read and send). It picks up mail delegated under the signed-in team member — no service identity with access to the whole company's mail.
No extra automations or servers
No Power Automate, no database or server on our side. On our side only the licence validity check runs (environment ID and expiry date) — no ticket data flows through it.
Monthly licence by company size
The subscription depends on the total number of users in your Microsoft 365. Within a given size you get the full scope of the app, with no surcharges for individual features. Customers in your portal (invited guests) don't count toward the total.
On-site implementation
We help you get started: installation, connecting the shared support mailbox, an initial team workshop, theme setup to match your brand, configuration of categories, work types and SLA plans, optionally synchronising companies from EP365 CRM and a link with Worklog.
The exact price depends on the scope of the initial configuration and the CRM or Worklog integration. We'll send a precise quote after a short call.
Support pricing
Consultations, environment adjustments, custom reports or user support beyond the implementation.
Support is billed per started 15 minutes of work. We always tell you the expected scope in advance.
Where are our tickets and customer data stored?
How does an email become a ticket without Power Automate?
Can a customer see other customers' tickets?
Who needs access to the mailbox, and does processing run outside business hours?
Do we have to have EP365 CRM and Worklog?
How quickly do we deploy it?
Can we adjust categories, work types and SLA?
Often paired with HelpDesk
What exactly do you want to discuss?
Pick what's burning most right now. We'll get back to you, walk through your situation and propose next steps, including an indicative price.