After successful installation, the app is located on the SharePoint Site Contents.
First, please use one of below methods to get an app shortcut.
Method 1) Enter the app (first page) and copy full URL from the browser's address bar (with all parameters like SPHostUrl etc.), below is example:
https://iverodemo-c5948d2992c3d6.sharepoint.com/HelpDeskPlus/Pages/Default.aspx?SPHostUrl=https%3A%2F%2Fiverodemo%2Esharepoint....

Method 2) Enter the app (first page), copy URL from the browser's address bar and remove all characters after app name, below is example:
https://iverodemo-c5948d2992c3d6.sharepoint.com/HelpDeskPlus/Pages/Default.aspx?SPHostUrl=https%3A%2F%2Fiverodemo%2Esharepoint....
Required parameters will be automatically added by SharePoint.

Pin app to the SharePoint Site menu

Step 1) Go to the SharePoint Site
Step 2) Click "Edit" on left or top SharePoint menu and add link to the app
Details are described in this document, steps are different depends on the SharePoint UI type (classic view/modern view)

Pin app to MS Teams as a new tab

Step 1) Open MS Teams
Step 2) Click "+" icon to add a new tab


Step 3) Type 'website' in the search box to find an item "Website"


Step 4) Enter tab name, copy&paste above app URL (Method 1 or 2) and click Save button

Pin app to the Office 365 app launcher

You can add custom tile to the app launcher under Office 365 Admin Center->Settings->Organization profile page.


Details are described in this document. To get logo URL required to create new tile on app launcher you can click right mouse button on app icon (SharePoint Site Contents) and select "Copy image address"

App is 100% SharePoint-hosted - all data is stored securely on the customer's SharePoint environment.
App's data is never leaving your SharePoint env, we don't have access to your data and we never see it.

You can download the fully functional trial version from the SharePoint Store, which is explained step by step in the above illustration.
If you have problems with app installation, please read the question "I cannot install SharePoint app on my SharePoint Site" from our Technical FAQ.

Help Desk Plus workflow contains five states: Opened, In Progress, Resolved, Reopened and Closed.
The below diagram shows Help Desk workflow in graph form.
Rounded rectangles represent states and arrows represent actions that can be performed in each state.




Workflow States Definitions

• Opened - The request has been submitted by the user and awaits Technician action
• In Progress - Technician (Assignee) actively working to resolve request
• Resolved - Request has been resolved by Technician and awaits Requester action (Close or Re-open)
• Closed - The request is considered as finished, the resolution is correct (can be reopened anytime)
• Reopened - The request was resolved, but the resolution is incorrect.

As Administrator:
1. Assign user roles: Technician and Administrator (section Administration->User Roles ). There is no need to assign regular User role, because this role is given by default -every user with access to the Sharepoint parent site (where the app is installed) also has access to this app as regular user.
2. Create or edit request categories (section Administration->Request Categories)
3. Create or edit request templates (section Administration->Request Templates)
• General Info tab 
• Custom fields tab 
• Email notifications tab 
4. Setup group notification (optional):
  a) Create new user (i.e.itsupport@yourcompany.com) with Sharepoint license


  b) Login at least once to the Sharepoint Site by using new account


  c) [Optional step] Create email forwarding rule for given email (i.e.itsupport@yourcompany.com) by using Exchange Online or other mail server

  d) In Helpdesk Plus, go to Administration->Request Templates->Edit->Email notification tab and enter group email


Notices for group notification:
• Email notification is send to the group only if Assignee is not selected by the regular-user during request creation.
• Given group email must belong to registered user (can be O365 account as is presented above or Sharepoint External User). Sharepoint workflow doesn't send a notification to email outside SharePoint

As Regular User:
1. Click "Create new" tile on the main page and submit request.

If you need help with configuration, please watch video guide

There is no need to assign regular User role, because this role is given by default - every user with access to the SharePoint parent site (where the app is installed) also has access to this app as regular user.

App update process is described here and also on our Technical FAQ, question "How to update SharePoint app?"

User list is pulled from SharePoint User Information List (built-in SharePoint feature, here is more info)
SharePoint user is added to the User Information List after first login to the SharePoint Site.
After first login, user will be visible in the user's drop-down list.

Each request template has own list of technicians, adding technician (field "Assignee") is two step process:
1) Add technician role under Administration->User Roles
2) Assign technician to the request template (Administration->Request Templates->Edit->field "Technicians").

We cannot extend trial period remotely, because app is SharePoint-hosted and our company doesn't have access to the customer's SharePoint env., however you can uninstall an app and install it again to "reset" 14-day period. (this operation removes all app data and configuration).