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kalmstrom.com FAQ – HelpDesk OSP


Category HelpDesk OSP

Type Features

Problem Distributed team: I have seen that kalmstrom.com uses HelpDesk OSP. How have you set it up?

Distributed team: I have seen that kalmstrom.com uses HelpDesk OSP. How have you set it up?


The kalmstrom.com team is geographically distributed, and some of us travel a lot. Therefore we have set up HelpDesk OSP so that we can always reach the tickets and the e-mail. This is how we have set it up:

  • HelpDesk OSP is installed on a server where Outlook is running all the time.
  • E-mails are converted to tickets automatically.
  • We use Office 365 Outlook for our e-mail.
  • E-mail Threading is enabled, so all e-mails concerning the same case are added to the ticket.
  • We use two Office 365 SharePoint lists with several different views:
    • One list is for e-mails to the support inbox. It is a custom list with plenty of room for comments. There are also checkboxes for Remote session invitations and other info that is important to us.
    • The other list is for internal messages. We use the support e-mail ID for these messages to, not a separate e-mail ID. Instead we put a certain word in the subject, which makes an Outlook rule send them to another folder than the inbox. This folder is also monitored by HelpDesk OSP and connected to another list.
  • We do not use any of the Workflow alerts that are possible with SharePoint and that we describe in the Workflow manual. The reason for this is that we are a small team with an ongoing Skype-chat which replaces Responsible alerts. We most often answer the support e-mail quickly, so we don't feel that we have to confirm reception either.