issue tracking and user support based on Outlook and
Microsoft Exchange
With Folder HelpDesk a workgroup can collaborate on tickets inside Outlook.
The application is installed in a shared or public folder, where you see rows of open tickets.
If you want to work with one of them, just click it and a ticket form will open.
The ticket form is in HTML and easy to customize. It has various dropdown fields to categorize the ticket and also a free text field for a description of the incident and its solution.
Closed tickets are stored in a database, so the number of tickets in Outlook is normally small. The open tickets are stored both in the database and in Outlook, and that way all tickets can be analyzed in the Folder HelpDesk statistics.
There are several benefits of having the ticket system inside Outlook:
It is very easy to convert e-mails into tickets.
Do it manually, by clicking a button, or let all e-mails in a folder be automatically converted.
All formatting is kept, and attachments and images are transferred to the ticket. Information about the sender of the e-mail is also entered into the ticket, like e-mail address, name and telephone number.
You may also send e-mails from
Folder HelpDesk. We supply templates for several kinds of automatic e-mails, for example when a ticket is created or a case is closed, and you
can also send answers and messages manually from inside the ticket.
In short, Folder HelpDesk gives you a user
friendly and efficient Outlook-based
solution for helpdesk, customer support and issue
tracking. With
Folder HelpDesk you will never more be overwhelmed
by requests!
Features:
May be installed in any Outlook folder
‒
public, shared or private.
Mailbox monitoring – manual or
automatic conversion of incoming e-mails
into helpdesk tickets, complete with
rich text, screenshots and attached
files.
FAQ
FAQ answers are easily created
and added to ticket.
Ticket retrieval also from an
online form (.xml files).
Ticket history
‒ e-mail threading for both manual
and automatic conversion.
FAQ
Open tickets are stored both in Outlook
and in an Access or SQL Server database.
