Issue tracking and user support
based on Microsoft Outlook and Exchange
With Folder HelpDesk a workgroup can collaborate
on tickets inside Outlook.
The application is installed in a shared mailbox 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
The ticket form HTML part has various dropdown fields to categorize the
ticket, and it can be customized. The ticket also has a free text field
for a description of the incident and its solution.
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 from the e-mail 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.
The ticket is a standard Outlook post item, so you can use all the
Outlook features – for example spell checki the ticket text,
insert attachments and images in the ticket and use a reading pane in the
You may 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 e-mail 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!
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
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
FAQ answers are easily created and added.
Ticket retrieval from an online form, manually or automatically.
Ticket history ‒ e-mail threading for both manual
and automatic conversion.
Folder HelpDesk with
– tickets are easily converted into articles for sharing in Outlook
or on a website or intranet. KBase is free for Folder HelpDesk
Medium and Premium subscribers.
Ticket list with different views: group by one of the ticket
parameters or have colorful overviews in the kanban board, month or pie