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

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Problem Type : Features
Problem Category : HelpDesk OSP

The kalmstrom.com team is very 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, not only from a computer but also from any smart phone with internet access. When travelling we of course also use our own app ShareTask, to smoothly work with the tickets directly in iPhone or iPad.
  • HelpDesk OSP is installed on a server where Outlook is running all the time.
  • E-mails are converted to tickets automatically.
  • We use OWA for our e-mail.
  • E-mail Threading is enabled, so all e-mails concerning the same case are added to the ticket.
We use only one SharePoint list with several different views. This list 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.

Sigge can take care of most of the support cases himself, but if he needs comments from the technicians he marks the ticket for "Help needed".

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.

NOTE: We will soon start using HelpDesk OSP Azure, a new version of HelpDesk OSP that is under development. With HelpDesk OSP Azure e-mails are converted automatically 7/24 via Windows Azure. Refer to the Plans page for more details.


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