Helpdesk 365 Platform Configuration, Automation & Dashboard Development

Scope of Work (SOW) Helpdesk 365 Platform Configuration, Automation & Dashboard Development Project Overview We are seeking an experienced Microsoft 365 / Helpdesk 365 consultant or developer to design, configure, document, and deploy a comprehensive Helpdesk 365 environment that supports multiple departments within our organization. The objective is to create a scalable service request and workflow management platform that provides department-specific ticket management, reporting, automation, SLA monitoring, escalation workflows, and executive-level visibility into operational performance. The selected developer will be responsible for requirements gathering, solution design, implementation, testing, documentation, and knowledge transfer. Departmental Service Desks The solution should support approximately 7–10 department-specific service desks, including but not limited to: Custom Promo & Apparel Requests • New product requests • Client-specific sourcing requests • Promotional product inquiries • Apparel project requests • Order statuses • Order support requests Estimating • Quote requests • Pricing reviews • Special project estimates FSO (Figuring Shit Out) • Unique client requests • Internal sales assistance • New product development eCommerce • Tbd • Tbd • Tbd Pace • workflow requests • bulk billing requests • shipping import requests • pace help requests Inventory Administration • Inventory adjustments • Stock inquiries • Inventory discrepancy investigations • Depletion requests Art Quotes • Artwork estimate requests • Design quote requests Additional departments may be added during discovery and implementation. Request Intake Methods The platform must support multiple intake methods depending on department needs. Form-Based Submission Some departments will require structured request forms with custom fields, required fields and validation requirements. Examples include: • Estimating requests • Art Quote requests • Inventory adjustment requests • Promotional product sourcing requests Forms may include: • Request type • Customer information • Due dates • Product details • File attachments • Budget information • Priority selection Email-Based Submission Some departments may receive requests via dedicated email addresses. The developer should configure and document: • Email-to-ticket creation • Ticket categorization based on incoming email rules • Automated acknowledgements • Routing based on sender, keywords, department, or request type • Attachment handling • Spam prevention recommendations • Duplicate entry prevention recommendations Hybrid Intake Some departments may require both form submission and email-generated tickets with standardized workflows regardless of intake source. Dashboard Requirements Each department should have a customized dashboard displaying: Operational Metrics • Open Requests • Closed Requests • Requests by Status • Requests by Priority • Aging Requests • Assigned vs Unassigned Requests SLA Metrics • SLA Compliance % • Approaching SLA Breaches • Breached SLAs • Average Response Time • Average Resolution Time Department-Specific KPIs • Estimating turnaround times • Art quote turnaround times • Inventory resolution metrics • eCommerce request completion rates • Sales support response times • Production support metrics Management Dashboards Executive dashboards should provide: • Department performance comparisons • Request volume trends • SLA compliance by department • Team productivity metrics • Resource utilization • Escalation reporting • Monthly and quarterly trend analysis • Access to all open tickets, by department Workflow Automation Configure automation including: Automated Responses • Request received confirmations • Assignment notifications • Status change notifications • Resolution notifications • Customer satisfaction surveys Automated Routing • Department-based routing • Form-based routing • Email-based routing • Priority-based routing • Workload balancing where applicable Escalation Workflows • SLA breach warnings • Manager escalations • Department head escalations • Executive escalations for critical requests Service Level Agreements (SLAs) • Department-specific SLAs • Priority-based SLAs • Automated SLA monitoring • Escalation triggers for SLA violations Documentation Requirements Documentation is a mandatory deliverable. The developer must provide: System Documentation • Overall architecture • Department configurations • Workflow maps • Intake methods • Email integrations • SLA configurations • Escalation rules Administrative Guide Step-by-step instructions for: • Creating new departments • Creating and modifying forms • Creating and modifying dashboards • Managing automations • Updating SLAs • Managing email-to-ticket processes • Running reports • User administration Knowledge Transfer • Live administrator training sessions • Recorded walkthroughs • Complete handoff documentation The goal is for internal administrators to independently maintain, expand, and manage the Helpdesk 365 platform after implementation.