Document Management for Help Desk Tickets
Attach Policies, Procedures, and Forms to Any Ticket
Your help desk shouldn't exist in a vacuum. With SimplifyIT, you can link or attach internal documents to any ticket, response, or FAQ - keeping everything in context and making audits easy.
How It Works
- Paste secure SharePoint or OneDrive links into tickets
- Attach intranet documents or policy PDFs directly
- Connect knowledge base entries to related ticket types
- Ensure version consistency with single-source linking
Why It Matters
From audit readiness to staff training, documentation is half the battle. SimplifyIT makes it easy to keep the right materials in the right place - without duplicating files or adding complexity.
Frequently Asked Questions
Can we attach files to help desk tickets?
Yes. You can attach PDFs, images, policy documents, or link directly to files stored in SharePoint, OneDrive, or your intranet.
Do linked documents follow role-based access?
Yes. Documents inherit your existing intranet or Microsoft 365 permissions. Staff will only see what they have access to.
Can we link help desk tickets to procedures or job aids?
Absolutely. Many clients link specific ticket types to supporting documents, policies, or walkthroughs to streamline response time.
Does this replace our policy management system?
Yes, in most cases. SimplifyIT includes document versioning, acknowledgment tracking, and secure access - so you can manage and distribute internal policies without a separate system.
Can staff acknowledge policies through the help desk?
Yes. You can link tickets or announcements to policies that require acknowledgment - and track who has signed off, with full version control.
Where are documents stored?
You control document storage. Files can be hosted in your intranet, SharePoint, or another system.
Related Help Desk Features
- Microsoft 365 Integration - Link files from SharePoint or OneDrive
- Role-Based Access - Control who can view and edit tickets with attached documentation
- Ticketing System - The core workflow that links it all together
