# Celest Helpdesk Triage > Your hardest ticket. Copilot proposes. You decide. SharePoint keeps the receipt. AI ticket triage for SharePoint service desks. Every desk has a handful of tickets a day that stall because nobody can say which team owns them. Helpdesk Triage puts each one in front of your operator with the review already done: what was observed, what the ticket is still missing, and the one exact route Microsoft 365 Copilot proposes. Approve once; the ticket reads Triaged with its reasoning on the row. **Limited preview — enrolling by conversation.** ## One ticket, three people Ninety seconds with HD-07. Jordan Lee's ticket lands in Service desk intake with Department and Priority empty. Casey asks Copilot for a proposal and gets one exact change beside its evidence: IT · High · Identity & Access, queued to IT Identity & Access, each line marked observed or inferred, the open question named. Casey hands the ticket to Sam Brooks, approves, and the ticket reads Triaged with a receipt that matches. The reply to Jordan stays a draft until a human sends it. **Demo workspace · example data.** ## What changes For service desk leads and the operators who own a SharePoint queue and spend their judgment on the access, membership and ownership tickets that stall. 1. **For the operator.** You stop reconstructing the ticket. The proposal arrives with its evidence marked observed or inferred and its gaps named. Change the fields you disagree with, approve once, and the card tells you when the ticket reads Triaged. 2. **For the lead.** Every routing decision is a row: the proposal as shown, who approved, what changed, and whether the readback matched. A ticket someone else edited meanwhile is refused, not overwritten. The vocabulary is yours: departments, priorities, categories, queues, owners. 3. **For the tenant admin.** One package in your app catalog. After an administrator accepts the product terms in the setup card, setup creates three lists in a site you choose; on separate clicks it adds sample tickets, installs the site agent and registers the list command, using only the operator's own SharePoint permissions. No service to host, no keys to keep, no ticket data leaving the tenant. ## Three places to meet it The same queue, proposal, and receipt, wherever your operators already are. - **The Copilot card.** In Microsoft 365 Copilot, ask for the queue, ask for a proposal on HD-06, and approve in the card. Copilot never applies anything; the card does, on your click. - **The page.** A web part puts the queue and the setup card on any SharePoint page, or on the site's home page, in the site's own theme; a proposal opens beside the queue only when a WebMCP agent drives the page. - **The list command bar.** On the tickets list, Helpdesk queue opens the queue and Triage ticket opens a proposal for the selected row, so a hand triage gets the same receipt. ## Inside your tenant A tenant-wide SharePoint Framework package with a Copilot Component keeps tickets, proposals, approvals, decisions, and history in Lists you own. Microsoft 365 Copilot, operated by Microsoft under your Microsoft agreements, proposes one exact change as tool arguments. The component runs inside your tenant as the signed-in operator, who remains the SharePoint authority. Celest runs no service and receives no ticket data. [Read the security boundary](https://celest.dev/helpdesk-triage/security). Your operator approves one exact change. SharePoint applies it with the ticket's version check and reads it back; a ticket someone else changed meanwhile is refused, not overwritten. ## What you configure once Copilot proposes only from the vocabulary you set: the departments, priorities, categories, queues, and assignees your desk already uses. A value outside it is refused by name. - **Classification:** Department · Priority · Category - **Ownership:** Queue · Assigned agent - **Drafts:** Internal triage note · Reply draft - **Decision record:** Named approval · SharePoint readback · Accountable owner ## Control loop 1. The ticket lands in intake. 2. Evidence is marked observed or inferred; gaps are named. 3. Copilot proposes one exact route. 4. Casey reviews the decision. 5. Approve; the list updates and the readback is recorded. 6. Sam inherits the ticket with its reasoning attached. ## Preview build Bring one SharePoint queue and a representative exception. A founder walks it through the product with you, using your roles, routing and queues. By 2026-09-04, in Celest's own tenant, the component loaded in SharePoint's Copilot Workbench had taken ticket HD-07 from a proposal fired by hand to an operator approval to a verified SharePoint readback receipt, and the shipped package had verified a hand triage from the tickets list's command bar. On 2026-09-04, inside Microsoft 365 Copilot, Copilot wrote a proposal on the sandbox's sample data and an operator's approval verified. The shipped package's own agent has not yet run inside Microsoft 365 Copilot chat. It runs inside your tenant, as the signed-in operator, from your app catalog; Celest receives no ticket data. The first release excludes Teams and Agent 365 delivery, and never sends mail, closes tickets, or creates tickets on its own. [Start a preview conversation](https://celest.dev/helpdesk-triage/preview), [read the operating docs](https://celest.dev/helpdesk-triage/docs), or [contact support](https://celest.dev/helpdesk-triage/support). Free during the preview. Pricing for a later release is not announced. Preview contact: [support@celest.dev](mailto:support@celest.dev?subject=Helpdesk%20Triage%20limited%20preview) ## Source and status - Canonical URL: https://celest.dev/helpdesk-triage - Product status: Limited preview — enrolling by conversation - Publisher: Celest - Microsoft relationship: Independent software. Not affiliated with or endorsed by Microsoft.