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kalmstrom.com FAQ – HelpDesk OSP


Category HelpDesk OSP

Type Features

Problem Why HelpDesk OSP: Doesn't SharePoint already support incoming e-mail? Why do I need HelpDesk OSP?

Why HelpDesk OSP: Doesn't SharePoint already support incoming e-mail? Why do I need HelpDesk OSP?

It is correct that SharePoint supports incoming e-mail, and here is a description on how to set it up: https://technet.microsoft.com/en-us/library/cc262947.aspx

The main technical difference between HelpDesk OSP and the e-mail feature conversion in SharePoint is that HelpDesk OSP is a client-side Outlook-add-on. It needs to run on a client connected to both Outlook and SharePoint. This of course has its drawbacks also, but we believe that the benefits are substantial. Here are some explanations why so many organizations have opted to use HelpDesk OSP for their incident management / issue tracking:

  • HelpDesk OSP is easier to use
  • HelpDesk OSP is easier to setup and the setup does not require an SharePoint, Exchange or Active Directory administrator
  • HelpDesk OSP gives you more features
  • HelpDesk OSP gives you a better control over how your e-mail to ticket conversion is done
  • HelpDesk OSP works without problems with firewalls, SMTP-gateways etc.