IT Helpdesk Software for SharePoint
and Microsoft 365

NITRO Help Desk, built natively on SharePoint, Microsoft 365,
and Teams. Deliver faster, easier support.

NITRO Help Desk is IT helpdesk software that runs natively inside SharePoint, Microsoft 365, and Teams. It turns email, Teams, and web requests into tracked tickets, automates routing and SLAs, and reports on performance, all while your data stays in your own Microsoft 365 tenant. It is available in Standard and AI-powered Advanced editions.

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Features

Pricing

#1 ticketing system software for Office 365 & Teams

Deliver faster, easier support using Microsoft 365, Teams, & SharePoint.

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All Features

Pricing

Ticketing system software made easy.

NITRO Help Desk for IT accelerates your team’s ability to provide quick, accurate responses to your users, boosting satisfaction levels for both users and staff. Comes in two versions:

STANDARD: Feature-rich program providing what you need to deliver excellent support to your organization.

ADVANCED: With AI features like NITRO Copilot KB, first responders, ticket summarization, auto-triage, and more, NITRO Help Desk Advanced version brings your IT team into the modern age of AI-powered support.

Learn more about NITRO Help Desk AI features here >>

Faster, easier IT help desk support leveraging M365, Teams, and SharePoint.

A help desk ticketing system for Microsoft 365 and Teams.
NITRO Help Desk for IT delivers the features you need for superior service delivery.

Multiple ways for users to get answers.

Omni-channel support.
AI-powered KB.
Teams app.
Mobile app.
Single sign-on.

Tools for staff to deliver faster service.

Ticket automation.
AI-powered responses.
Service Level Agreements (SLAs).

Easy visibility for managers.

Real-time and historical reports.
Dashboards.
Workspaces.
Trend analysis.
Satisfaction surveys.

Many teams start with a homegrown helpdesk built from SharePoint lists, Power Automate flows, and a few Power Apps screens. That works until you need real SLA tracking, escalations, analytics, and a system that doesn’t break every time someone updates a flow.

NITRO Help Desk is the supported, no‑code/low‑code upgrade to that DIY setup, built entirely on SharePoint and Microsoft 365 so your team keeps the same platform while gaining enterprise‑level functionality.

Measure & track service.

Reporting & Dashboards

Visual displays of ticket status, assignment, quantity, priority, overdues, and more. Use built-in reports, or create your own using Power BI, Excel, or other reporting tools to generate reports.

Full incident tracking, time tracking and tracking by project with reporting on service levels and automatic escalation. Satisfaction surveys linked to at completion of request.

Work Log and Time Tracking

Record of who did what and for how long, so as to keep everyone up-to-date on ticket activity as well as provide stats for reporting.

Easy Administration

Custom administrative interface for ease in configuring and maintaining system.

Extensive Alerting/Notifications

Keeps everyone involved informed and up-to-date. Easily configured for your needs.

Improve incident resolution times.

Knowledge Base

Build-your-own set of KB articles for user self-service or easy staff reference. Leverage the power of AI to deliver more effective results.

Automatic Ticket Routing

Sends ticket to the correct person or group for handling, speeds resolution. Leverage round-robin or load balance assignment to deliver faster service.

Sub-tasks and Parent/Child

Tickets and tasks can be linked and set up in a parent/child relation to group associated activities together.

Integrate with Asset Management

Easily integrate with Crow Canyon’s Asset Management for Microsoft Office 365.

Plus more.

Email Conversion

New emails sent to the Help Desk are converted to tickets; subsequent emails are linked to the ticket.

Employee or Customer Support

Internal Help Desk? External Customer Support? The system can be used for either or both.

Mobile Device Support

Access tickets, make changes, respond to users, close tickets and more from smartphone or tablet.

Online or on-premises.

Runs in Office 365 or SharePoint 2013, 2016, 2019, SE. Powered by NITRO Studio.

Powerful Forms Designer
Custom Actions for efficient processing
NITRO Workflow engine
Reporting and Dashboards
Intuitive Portal Interfaces

Now with Microsoft Teams Integration and Bots!

NITRO Help Desk for IT includes…

Dynamic, Responsive Forms that can run on any device.
Omnichannel Support – users can utilize email notifications, web, portals, Teams, bots, texting, and more to contact the help desk.
Problem & Change Management – resolve recurring incidents and improve service environment.

Updated UI helps users navigate the portal and helps technicians navigate through the product.
Workflows & Actions that automate many processes approvals, assignment, escalations, closing tickets.
Reports & Dashboards that give both an immediate and historical view of Help Desk Ticketing System status.

SLAs can be set up by category, department, user, location, and priority. Extensive SLA reports.
Knowledge Base and Self-service capabilities, including Bots
Track time spent on each ticket. Review performance reports showing where your team might need more help or training.

Featured Case Study

Help Desk for Higher Education: Better Service to Faculty and Students

Managing IT within higher education can be a huge undertaking. The IT staff is often faced with the daunting task of providing quick and efficient services to tens of thousands of users across multiple colleges, departments, and locations with a hybrid learning environment. Learn how this large university manages their users.

Frequently Asked Questions

SharePoint includes a free IT help desk site template, and you can build a basic ticket system from lists and Power Platform. There is no full helpdesk built in. SLA tracking, automation, and reporting come from dedicated software like NITRO Help Desk.

The SharePoint help desk template provides basic ticket logging, but it isn’t a supported or full IT solution. Dedicated software like NITRO Help Desk adds automated routing, SLA enforcement, dashboards, a knowledge base, self‑service portals, multi‑department support, and full ticket lifecycle management, all running natively in your Microsoft 365 tenant.

Yes. NITRO Help Desk runs natively on SharePoint and Microsoft 365, so your ticket data stays in your own tenant rather than a third-party cloud.

Yes. NITRO Help Desk supports multiple service desks such as IT, HR, and Facilities on one platform, with role-based access and separate workflows for each.

“Two words – “User Friendly”. We had two training sessions and full adoption within 30 days, over 600 employees.”
Jimmy T., SVP of Information Technology
⭐⭐⭐⭐⭐ 5 Stars on Software Advice