Home >FAQ >HelpDesk OSP kalmstrom.com site map icon Site map  

kalmstrom.com FAQ – E-mail Converter


Type Features

Problem Distributed team: I have seen that kalmstrom.com uses E-mail Converter. How have you set it up?

Distributed team: I have seen that kalmstrom.com uses E-mail Converter. How have you set it up?


The kalmstrom.com team is geographically distributed, and some of us travel a lot. Therefore we have set up E-mail Converter so that we can always reach the tickets and the e-mail. This is how we have set it up:

  • E-mail Converter is installed on a server where Outlook is running all the time.
  • E-mails are converted to tickets automatically.
  • We use Office 365 Outlook for our e-mail.
  • E-mail Threading is enabled, so all e-mails concerning the same case are added to the ticket.
  • We use two Office 365 SharePoint lists with several different views:
    • One list is for e-mails to the support inbox. It 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.
    • The other list is for internal messages. We use the support e-mail ID for these messages to, not a separate e-mail ID. Instead we put a certain word in the subject, which makes an Outlook rule send them to another folder than the inbox. This folder is also monitored by E-mail Converter and connected to another list.
  • We do not use any of the Workflow alerts that are possible with SharePoint and that we describe in the Tips section. 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.