Get Helpdesk Triage ready
for your service desk.

Start where you are

Already talked with us? Email [email protected] with “Helpdesk Triage setup help” in the subject and mention who you spoke with; we pick up from there instead of asking the same questions twice.

Haven’t talked with us yet? Start here anyway. If seeing the product against your own queue would help, bring one queue and one representative exception to a preview conversation, or try the sandbox first.

What to have ready

1. 01
   Your site and your queue

   The SharePoint site where Helpdesk Triage will live. After an administrator accepts the product terms in it, the setup card creates the tickets, runs and configuration lists there, or adopts them if they already exist.

2. 02
   The people and their roles

   Who administers the tenant app catalog and installs the package, who works the queue day to day and approves proposals, and who picks a ticket up once it is routed. One person can hold more than one role, and each needs only the SharePoint permissions they already have on the site.

3. 03
   Your routing configuration

   The departments, priorities, categories, queues and assignees your team already uses. Helpdesk Triage proposes in your team’s language, and the setup card keeps a configuration you already have.

4. 04
   Microsoft 365 Copilot

   Operators who want Copilot to write the proposal need Microsoft 365 Copilot in your tenant, under Microsoft’s licensing terms. Without it, the list command still works: Triage ticket opens the same card for a hand triage. The page shows the queue and the setup card.

What the setup card does, on your click

It creates the three lists, adds the eight sample tickets if you ask, installs the site agent and makes it the site’s main agent when the site has none, and registers the list command. Each step reports back in the card, and each is reversible on the uninstall page.

Rehearse with one ticket

Take one real exception from your queue, ask for a proposal, and walk it with your roles in place: what the evidence says, what the proposal would change, who approves it, the one update, and the readback. That is where the approval boundary stops being a diagram and becomes your people. Then one named person at your organization decides that the queue goes live, and that is the only activation there is.

Send the useful context

Email [email protected] with “Helpdesk Triage setup help” in the subject. The email opens with prompts; answer the ones you know and skip the rest.

• Your SharePoint site and exception list
• Roles and permissions: administrator, operator, assignee
• The routing configuration you use today
• Whether Microsoft 365 Copilot is in the tenant

Do not email secrets, tokens, protected ticket content, or unnecessary personal data. Site names, list names, roles, and category names are all we need to route the request.

For everything else

Incidents, uninstall, deletion and data requests: contact support. Where the package runs and what it never does is on the security page. The operating contract, statuses and product limits are in the docs.