Support Platform
Resolution Desk.
Resolution Desk is a modern ticketing solution built with Power Apps, Power Automate, and SharePoint. It manages the full incident lifecycle (from submission to resolution), storing issue details, priority, status, assignment, SLA information, and resolution notes. Designed for organizations using Microsoft 365, it requires only a Business Basic license to deploy and operate.
3 days
To Delivery
99.5%
SLA Adherence
M365
Native Integration
All Devices
Fully Responsive
Capabilities
What it does.
- Ticket Assignment & Workflow (Routing System)
- SLA Tracking & Notifications
- Analytics & Dashboards
Built for the field
Resolution Desk was designed for utility, telecoms and facilities teams operating in low-connectivity environments. Technicians capture photos, signatures and parts used directly on-device, with automatic sync once they are back online.
Admin control & automation
Configure ticket categories, priorities and SLAs, with Power Automate flows for auto-assignment, status updates and escalation notifications.
Reporting & SLAs
Real-time dashboards on SharePoint & Power BI surface SLA breaches, first-time-fix rates and crew utilization, so operations leaders can act before issues escalate.
Key Features
See it in detail.
01
Live analytics board
Track performance, monitor workloads, and improve response efficiency, with monthly ticket counts, priority and category breakdowns, and SLA-breach insights across every queue.
02
Ticketing history
View complete ticket logs with issue details, SLA timelines, and resolution records. Track assignments, status changes, and past interactions for full transparency and audit readiness.
03
Admin capabilities
Admins can configure SLAs, categories, and responsible members, with real-time dashboards on SharePoint, Dataverse, and Power BI for full visibility.
Use Cases
Where teams use it.
01
IT Service Management
Manage employee IT requests such as password resets, hardware issues, and software installations with SLA-driven workflows.
02
Customer Support
Centralize customer inquiries, complaints, and service requests across multiple channels with full ticket tracking and resolution history.
03
Facilities Maintenance
Log and resolve building repairs, safety incidents, and planned maintenance tasks across multi-site operations from one dispatch board.
Tech Stack
Under the hood.
Built on Microsoft's cloud platform so it slots into your existing tenant, identity, and governance.
Frontend
- Power Apps Canvas
- Power BI dashboards
Backend
- SharePoint
- Power Automate flows
- Azure Functions
Integration
- Microsoft 365
- SharePoint
- Outlook & Teams
Delivery
From kickoff to go-live.
01
Presentation
We present Resolution Desk to your team, showcasing its features, workflows, and built-in ticketing capabilities.
02
Tenant Transfer
Once approved, we transfer Resolution Desk into your Microsoft 365 tenant, set up and configured using Power Apps, Power Automate, and SharePoint.
03
Adoption
Teams begin using the system immediately, with dedicated onboarding, SLA tracking, and dashboards available out of the box.
04
Support & Fixes
If any issues arise during usage, our team provides fixes, adjustments, and ongoing support to ensure smooth operations.
FAQ
Common questions.
Most deployments go live within 3 business days once tenant access is granted, configuration, branding, and initial training are included.
Pricing
Plans that scale with you.
Start with a pilot, expand when ready. Every plan includes setup, training, and post go-live support.
Startup
Single-company deployment with Microsoft 365 Business Basic.
- New changes and fixes included for 1 month
- SharePoint integration for tenant storage
- Email support
Growth
Multi-region operations with advanced workflows.
- Master data certification for users
- New changes and fixes included for 3 months
- Data-based routing powered by Power Automate
- Custom dashboards with Power BI
- Priority support
- Tenant transfer test included
Custom
Tailored deployment with full governance and enterprise-grade security.
- 24/7 dedicated security with a defined SLA
- 24×7 support & SLA guarantees
- Custom integrations (M365, Dynamics 365, NetSuite)
- Roadmap influence and co-development options