Is there a maximum number of open tickets
in the program?
There is no absolute limit, but Outlook
and Exchange starts slowing down more and
more: especially in view changes. Therefore
we don't recommend more than 1000 open tickets,
but we have seen customers successfully
handling up to 10 000.
Below the kalmstrom.com CEO and Systems
Designer, Peter Kalmstrom, explains why
Folder HelpDesk can manage many open
tickets. Peter has been working on client-side
addons for more than 15 years.
Among his previous projects was building
the Skype add-ons for Internet Explorer,
Firefox and Chrome. He successfully designed
and managed those up to a daily measured
volume of around 50 million users, as well
as passing the quality requirements at Microsoft,
Mozilla Foundation and Google, all of which
were heavily focused on performance.
Here is Peter's explanation of how the architecture
helps Folder HelpDesk to support
extensive use with many tickets:
"At first when we started building Folder
HelpDesk more than 13 years ago, we
made some design choices to make sure performance
would always be really good. Those choices
still benefit the product today.
There are several possible bottlenecks in
any client-server solution and here is how
we have dealt with them in Folder HelpDesk.
- Slow server performance" we
recommend that you use an MS SQL
server for this solution to maximize
performance. However, the user interface
never waits for a write or read
of the SQL server. That is always
a background operation in Folder
HelpDesk. The main user interface
always runs out of each user's Outlook.
- Slow client performance" we
do a lot on the client to mazimize
performance. For example we pre-load
the next new item to be created
in memory. Thus when the user clicks
the "New Item" button the the ticket
is only displayed, neither loaded
Also no database reads occur on
item opening, so that the user never
have to wait more than a few milliseconds
for the actual form to display so
that he/she can start filling out
- Slow network connection between
server and client: in Folder HelpDesk
we make a very clear distinction
between the open tickets and the
closed ones. The open tickets are
stored in the database and in the
local mailbox of the current user,
again to maximize performance.
Once a ticket is closed it is removed
from the mailbox and only stored
for statistics in the database.
The parts of Folder HelpDesk that
the user normally interacts with
is always stored locally on the
client computer, so that a slow
network is effectively hidden from
the user experience.
- Slowing down Outlook: since
our product is built into Microsoft
Outlook, this is always a concern
for us. We realize that any delay
in the regular Outlook work (mail,
contacts and calendar etc.) will
cause our users to spurn the product.
Therefore we have moved as much
as possible of the actual processing
into another thread, so that Outlook
is always responsive. We have made
it our highest goal never to slow
down Outlook in any way. "