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We make your employees happy and keep your customers satisfied

Yes! MetaCaseDesk helps you accomplish this by real-time handling of internal issues or customer inquiries related to your products and services.


Available on on-premise and MetaOption cloud for SharePoint, non-SharePoint & Office 365 users

Thankfully! MetaCaseDesk runs on your on-premise SharePoint environment. And, while using it on MetaOption Cloud, an optional sync component syncs the data back to your Office 365 SharePoint Online lists and libraries.


It presents you a one-stop view of your entire helpdesk activity

That’s exciting! MetaCaseDesk offers you an interactive, informative and customizable Dashboard containing all the essential information tabs and tracking tools you require.


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Overview

MetaCaseDesk is an advanced HelpDesk, Ticketing Tool and Case management solution for customers running on-premise Microsoft SharePoint 2013 and SharePoint 2010.

Customers not using SharePoint and SharePoint Office 365 customers have an option to use MetaCaseDesk on MetaOption Cloud.

MetaCaseDesk has two major portals. Support User portal allows supports users to login, create, manage and track tickets. Customer portal allows users to login into a secure SharePoint website and report/track incidents/cases.

Supported authentication modes for customer users are Active Directory (AD), Cross Domain Authentication, Custom Login/Password, and Web Services. Thus, System setting allows users to view ticket through a secure link without logging into the system.


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MetaCaseDesk
High Level Features

Supports Microsoft SharePoint Server 2010/2013

We support customers who are running on-premise Microsoft SharePoint 2013 and SharePoint 2010. MetaCaseDesk helps you to Control over all systems/data, Data is stored/handled internally, Need SharePoint Licenses.

Analytical Dashboard

MetaCaseDesk provides a highly informative and customizable Dashboard for Business Analytics. Dashboard displays high level statistical information in form of pie charts, bar charts, stacked bar chart, gauge charts, graph charts etc. It also contains SLA breach record information, etc.

SLA Configuration and Notifications

You can configure Service Level Agreement (SLA) as per your requirement. You can define due date, priority, etc. Also, System sends email notification whenever SLA reaches 50%, 75% and 100%. Moreover, when SLA is violated, ticket gets escalated to next level.

Support Web Portal

Using support web portal, support users can manage cases/tickets. They can assign ticket to another support users or to a group of support users. They can also create and manage customers, contacts, signatures, generate reports, view statistics, advanced search capability, etc.

Customer Web Portal

Using the secure and easy-to use customer web portal, customers can create ticket, track status, re-open ticket and follow-up for the previously created tickets. Also, it gives a user the ability to manage customers.

Intake of New Tickets via E-Mails

MetaCaseDesk provides you the ability to create ticket via email of any domain. So, you can create ticket from Outlook, Gmail, yahoo, etc. You can also do follow up via email.

Groups, Roles and Permissions

MetaCaseDek provides different roles and permissions as per the client requirement. Thus, you can create support users and specify permission like read only, read write admin. For end users, it provides customer role with read/write and admin permission. Moreover, you can create group of support users.

Multiple instances can be deployed in a SharePoint environment

You can deploy multiple instance of MetaCaseDesk for different customers and departments in your SharePoint Environment. It supports SharePoint 2010 and SharePoint 2013.

Multiple Authentication

In MetaCaseDesk, You can authenticate users using AD (Active Directory), Cross Domain Authentication and Office 365. For customer web portal, MetaCaseDek provides you SQL authentication capability, 3rd party authentication capability.

Custom Fields

MetaCaseDesk provides a feature to add additional custom fields as per client requirement. So, using custom fields, you can customize ticket, add multiple controls of different types (radio button, check box, single line text, multi-line text, drop down, multi-select dropdown, date picker control, etc.

Auditing

For each and every ticket, MetaCaseDesk maintains an audit log. It also maintains Status log, E-mail log. In order to view auditing of a ticket, you can use auditing functionality pf MetaCaseDek.

Ticket Configuration

MetaCaseDesk allows a client to configure ticket number as per his requirements. So, you can set prefix, suffix, increment value, separator, etc. You can also enable, disable, prefix, and suffix.

Assign and Re Assign ticket

MetaCaseDesk allows you to assign ticket to a support user or a group of support users. You can also re-assign ticket to another support user. Further, It also allows you to forward a ticket from one department to another.

Private Note

You can write private notes at ticket level. The added private notes are visible only to associated support user.

Easy to Integrate

MetaCaseDesk can be easily integrated with another SharePoint website. You can also integrate it with a 3rd Party tool, and here you can authenticate user using 3rd Party API authentication.

Secured Access to confidential data

MetaCaseDesk has been developed in SharePoint, using advance security protocols. This makes It is highly secure. Only authorized users can access confidential data.

Advanced Filter Tool

MetaCaseDesk have advanced filter capabilities, which allow users to filter ticket records on the basis of different search criteria. Some of these are status, priority, assigned to, created by, modified by, date range, keyword in description.

Email Alerts

If a ticket is created or modified, MetaCaseDesk generates email notification and sends it to the associated users. Additionally, it also allows the user to control email notification flow. That is, if you don’t want to send ticket notification to the user, you can control the same.

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