Two Outlook helpdesk applications from kalmstrom.com ‒
differences
HelpDesk OSP
is based on SharePoint, and you can use any
Outlook application where HelpDesk OSP is
installed for conversion and communication
with the callers.
The tickets are stored in
SharePoint/Office live list(s),
and you can
reach them as long as you have an internet
connection.
PF HelpDesk is based on Exchange and intended for use in a local network. The tickets are stored in a database and/or in Outlook, and all the work takes place inside Outlook.
You can only reach the tickets when you are connected to the LAN.
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 in
HelpDesk OSP V2
PF HelpDesk is a well established and much sold helpdesk application.
It has had many years to mature, while HelpDesk OSP is a
fairly new development. HelpDesk OSP
is a product for the future, but it cannot have everything at once.
Work descriptions and running summary of time worked
Multi-select e-mails to create tickets
New ticket from Outlook + select from address book
Add incoming or outgoing e-mail to ticket
Set e-mail sender address (support@ ...)
Copy Ticket
Customizing .html templates
End-user web form
KBase integration
Service hours and time calculations based on those
Some of the
PF HelpDesk features listed above are not needed
at all
in HelpDesk OSP, but the rest will come later.
kalmstrom.com Support Customers may
upgrade their installations at no extra cost.
Things done differently in
HelpDesk OSP
Customize SharePoint list instead of Settings form
SharePoint views instead of Outlook views
Searching for tickets is done via the SharePoint search features
Only one data store: SharePoint/SQL
Closed tickets remain in the SharePoint list but can be filtered out in views
Callers list – another SharePoint list
Still uncertain?
PF HelpDesk has more features than
HelpDesk OSP, but that also means that
PF HelpDesk is more complicated to learn and
use. If you have a good SharePoint admin he/she will
do most of the configuration of HelpDesk OSP,
and HelpDesk OSP will be easy to learn for
the rest of the staff.
PF HelpDesk user? 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 SharePoint based helpdesk
later, we have the solution for you. And as
Community Member you don't have to pay anything
extra for it!
