New features and new technology in Folder HelpDesk V12
Borgholm 1 June 2012 kalmstrom.com
Business Solutions has launched version
12 of its
add-on for issue tracking inside Outlook.
With the new version the name has been changed from Public Folder HelpDesk to Folder HelpDesk, because the application may be installed in any Outlook folder.
When Public Folder HelpDesk was first created twelve years ago most organizations used a public folder installation, but later a shared mailbox has been more popular for sharing the Folder HelpDesk tickets inside Outlook. As Folder HelpDesk even may be installed in a local Outlook folder the kalmstrom.com team decided to change the name.
and remove the "public" part of it.
Folder HelpDesk converts e-mails, appointments and tasks to tickets than may be shared, organized and studied in many ways within Outlook. With version 12 a number of new features have been added to this incident management application.
When e-mails are convert into tickets manually there is a choice between creating a new ticket or adding the e-mail information to an existing ticket.
If the option add to existing ticket is selected, a search function may be used to find the ticket to which the e-mail should be added, and in version 12 you can show earlier open tickets from the same caller by just pressing a button.
Another improvement regards the automatic e-mails that the application may send out. In version 12 a HTML editor right at the templates makes it easier to customize them, and it is also easier to trigger Folder HelpDesk to start sending the e-mails.
These are enhancements that are directly seen by the users, but the most important update will show in better performance: the Folder HelpDesk Client Tool is now
built with .NET instead of VB6. With this more modern coding the kalmstrom.com developers have made Folder HelpDesk
a product for the future.
With Folder HelpDesk e-mails are converted into tickets manually or automatically with
all formatting and attachments kept. A workgroup can easily cooperate on the tickets inside Outlook, and with a click closed cases are saved as knowledge base articles for future reference.
E-mails about the same case can be added to one single
ticket, and all tickets can be studied in the
integrated reporting tool.
The fully functional version of Folder HelpDesk
may be downloaded from the kalmstrom.com website
and evaluated for 30 days.
for more information on Folder HelpDesk.
Also feel free to contact Kate Kalmström:
kalmstrom.com Business Solutions is the brand for
software from the Swedish company Kalmstrom Enterprises AB.
kalmstrom.com Business Solutions offers add-ons for
Microsoft Outlook and Excel where SharePoint or
Exchange is used for storage and sharing. They are
all easy to install and utilize and have extensive