Customer Support in SharePoint with Infowise Ultimate Forms

As customer expectations rise, companies must respond quickly and efficiently to feedback, inquiries, and complaints. A seamless customer support system typically involves tracking issues, assigning responsibility, following up, and resolving problems with transparency. While SharePoint provides a robust foundation for managing lists, documents, and collaboration, it lacks many features that modern support teams need. Among such features we could name flexible dynamic forms and automated data import. That is where Infowise Ultimate Forms enters the picture, transforming SharePoint into a full-featured, no-code customer support platform.

Below, we’ll explore why a SharePoint-based system is a smart choice, how Infowise enhances its capabilities, and how to build a ticketing system that drives customer satisfaction - without coding.

Why Choose SharePoint for Customer Support?

SharePoint is part of Microsoft 365 and offers built-in collaboration, security, and infrastructure benefits:

• Centralized data storage: All ticket data and attachments are stored in SharePoint lists or libraries, with versioning and compliance features.

• Role-based security: Use existing user groups and permissions to control who can view or manage support tickets.

• Integration: SharePoint connects seamlessly with Teams for communication and Power BI for reporting.

• Scalability: Works both in the cloud and on-premises, adapting to organizations of any size.

But raw SharePoint lists lack process intelligence, conditional forms, approval logic, notifications, and dashboards. That missing layer is what Infowise Ultimate Forms provides.

What Infowise Ultimate Forms Adds

Infowise extends SharePoint by embedding the following capabilities into lists and libraries - without writing code:

• Responsive and conditional forms

• Automated workflows with actions and alerts

• Signature capture and electronic approvals

• Structured child‑item support for conversations or updates

• Column‑level permissions to enforce data privacy

• Visual dashboards, charts, and calendar views

• Reusable templates that accelerate new solutions

This makes it possible to model support processes at scale, maintain audit trails, track SLAs, and improve customer feedback.

Core Customer Support Scenarios

Two key Infowise templates are ideal for modern support workflows:

1. Customer Complaint Management

Capture customer complaints with structured forms that include:

• Contact details, complaint category, severity, customer priority

• Attachments like screenshots or logs

• Initial diagnostics and root cause analysis fields

Automated routing sends complaints to the right support team based on product line or issue type. Notifications keep stakeholders informed, and charts track complaint volume and resolution time.

2. Customer Feedback Management

Collect feedback through simple forms that cover:

• Satisfaction rating, comments, product suggestions

• Survey routing to specific departments

• Escalation alerts for low satisfaction

• Trend analysis and insight dashboards

These tools help organizations improve areas that affect retention and loyalty.

Components of a Support Ticket System

Building a support solution in SharePoint with Infowise involves these elements:

These components work together to ensure that customers are serviced fast and with focus.

Designing Your Support System: Step-by-Step

Step 1. Define Ticket Stages

Create your ticket lifecycle with stages such as:

• New

• Assigned

• In Progress

• On Hold

• Resolved

• Closed

Identify permissions and next steps at each stage.

Step 2. Build the Ticket List

Create a SharePoint list with columns such as:

• Ticket ID, Customer Name, Email, Issue Category, Severity, Description, Attachments

• Assigned To, Status, Priority

• Opened Date, Last Updated, Closed Date

• Resolution Notes, Support Agent Signature

Step 3. Design Responsive Forms

Use Infowise Form Designer to:

• Organize fields into tabs (e.g., Customer, Issue Details, Support Actions)

• Use conditional logic (show resolution fields only when closed)

• Add validation (e.g., resolution required if status = Closed)

• Include attachment support for evidence or logs

Step 4. Automate Workflows

• On new ticket creation: Set Status = "New", alert support queue

• Assignment action: When assigned, status changes, and agent receives email

• Status updates: Send alerts on progress, resolution, or close

• Closure action: Capture signature, lock the form, alert customer

All configured visually - no coding required.

Step 5. Track with Associated Items

Configure log entries for each ticket:

• Support agents can add comments or updates with timestamps

• Business logic can prevent tickets from reopening after closure

• Dashboards can show time spent and comments per ticket

Step 6. Maintain Data Security

Use column permissions to:

• Allow only support staff to see internal notes or resolution data

• Hide sensitive customer info from general view

• Maintain privacy and meet compliance rules

Step 7. Monitor Performance

Add charts and dashboards to show:

• Number of open tickets by severity

• Average resolution time

• Top issue categories

• Agent workload and open/closed volumes

Use calendars to highlight upcoming deadlines or SLAs.

Real-World Scenarios Delivered by Infowise Templates

Several ready-made templates are available instantly in the Solution Catalog:

• Help Desk / Support Ticket: Basic system with assignments and logs

• Customer Complaint: Focusing on product issue resolution

• Customer Feedback: Satisfaction survey and analysis workflow

• Bug Tracker: Technical ticketing linked to engineering teams

Each template includes forms, logic, alerts, and dashboards - ready to install and customize.

Benefits for Your Team

• Faster response times enabled by automated alerts

• Greater transparency for customers via status updates and SLAs

• Structured feedback loops that inform product improvements

• Full audit trail - timestamps, actions, signatures

• Visibility across teams using dashboards and calendars

• No coding or Power Platform dependencies - maintained in SharePoint

How to Get Started

1. Install Infowise Ultimate Forms using our installation wizard or from the SharePoint store

2. Browse the Solution Catalog and add a ticket or complaint template

3. Customize forms, routing, and permission logic via Form Designer

4. Configure dashboards and calendar views

5. Pilot with one product line or customer segment

6. Collect feedback and fine-tune your system

7. Roll out across departments with templates for each need

Infowise support services are available for advanced customization and consulting.

Governance and Compliance

Infowise solutions integrate seamlessly with SharePoint governance:

• Support for retention policies and archival

• Role-based view/edit control

• Version history and audit logging

• Secure external access (for public forms or external customers)

Integration with Microsoft 365

Support systems in SharePoint can connect to:

• Microsoft Teams: Post ticket creation messages or cards

• Outlook: Notify customers or send reminders

• Power BI: Build in-depth analytics dashboards

• Power Automate: Extend external integrations or databases

Infowise handles most workflows internally, while still enabling advanced integration when needed.

Measure and Improve

Track metrics like:

• Tickets open vs closed per week

• First Response Time and Resolution Time

• Customer satisfaction scores

• Recurring issue themes

Use dashboards to drive continuous improvement in your support processes.

Final Thoughts

Infowise Ultimate Forms turns SharePoint into an advanced, intuitive platform for customer support. With no code needed, support teams can build ticketing systems, complaint workflows, and dashboards that increase efficiency and boost satisfaction. Teams get the tools they need right where they collaborate. Infowise helps organizations maintain momentum as they grow - empowering support teams with reliable, scalable systems.

Ready to modernize customer support in SharePoint? Install Infowise Ultimate Forms, pick a template, and get started today.