HelpDesk for Outlook and SharePoint –
Public Folder HelpDesk for Outlook
Two helpdesk applications from kalmstrom.com ‒
differences
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HelpDesk OSP is a web based application, while
PF HelpDesk is based on Outlook
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HelpDesk OSP uses SharePoint for storage and information sharing, while
PF HelpDesk uses
Outlook and Exchange server |
 Apart from the obvious differences with a web
based and an Outlook based application, and the
use of SharePoint or Exchange for storage and
information sharing, we want
to point out some issues.
Features that exist in
PF HelpDesk but
not will be included in
HelpDesk OSP V1
PF HelpDesk is a well established and much sold helpdesk application.
It has had many years to mature, while HelpDesk OSP is a new development. HelpDesk OSP
is a product for the future, but it cannot have everything at once.
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Work descriptions and running summary of time worked
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Multi-select e-mails to create tickets
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New ticket from Outlook + select from address book
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Add incoming or outgoing e-mail to ticket
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Set e-mail sender address (support@ ...)
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Sent/Received e-mail (e-mail conversations)
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Copy Ticket
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Customizing .html templates
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End-user web form
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KBase integration
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Service hours and time calculations based on those
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Some of the
PF HelpDesk features listed above are not needed
at all
in HelpDesk OSP, but the rest will come later.
As usual
kalmstrom.com Support Subscription Customers may
upgrade their installation at no extra cost.
Things done differently in
HelpDesk for Outlook and SharePoint
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Customize SharePoint list instead of Settings form
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SharePoint views instead of Outlook views
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Searching for tickets is done via the SharePoint search features
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Only one data store: SharePoint/SQL
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Closed tickets remain in the SharePoint list but can be filtered out in views
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Callers list – another SharePoint list
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Migration
Do you use PF HelpDesk and want to start using
HelpDesk OSP instead?
It will be possible to migrate from PF HelpDesk
to HelpDesk OSP, but we have not yet
decided how that will be done. We will do our very
best (as always!) to make the transition as cheap
and simple as possible for our current PF
HelpDesk customers.
Still uncertain?
Microsoft has promised to support public folders
for at least ten years more, so if you already use
PF HelpDesk and it works well for you, there is no need to force the decision.
We will not abandon PF HelpDesk but
continue developing that application as well. Take your time and see what happens!
If you decide to migrate to a web based helpdesk
later, we have the solution for you.
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