Issue tracking and user support
based on Microsoft Outlook and Exchange
With Folder HelpDesk a workgroup
can collaborate on tickets inside Outlook.
The application is installed in a shared mailbox
or public folder, where you see rows of open tickets.
If you want to work with one of them, just click
it and a ticket form will open.
The ticket form HTML part has various dropdown fields
to categorize the ticket, and it can be customized.
The ticket also has a free text field for a description
of the incident and its solution.
There are several benefits of having the ticket
system inside Outlook:
It is very easy to convert e-mails into
tickets. Do it manually, by clicking a button,
or let all e-mails in a folder be automatically
All formatting from the e-mail is kept, and
attachments and images are transferred to the
Information about the sender of the e-mail is
also entered into the ticket, like e-mail address,
name and telephone number.
The ticket is a standard Outlook post item,
so you can use all the Outlook features –
for example spellcheck the ticket text, insert
attachments and images in the ticket and use
a reading pane in the ticket list.
You may send e-mails from Folder
HelpDesk. We supply templates for several
kinds of automatic e-mails, for example when
a ticket is created or a case is closed, and
you can also send e-mail answers and messages
manually from inside the ticket.
In short, Folder HelpDesk gives you a user
friendly and efficient Outlook-based solution for
helpdesk, customer support and issue tracking. With
Folder HelpDesk you will never more be overwhelmed
Closed tickets are stored in a database, so the
number of tickets in Outlook is normally small.
The open tickets are stored both in the database
and in Outlook, and that way all tickets can be
analyzed in the Folder HelpDesk statistics.
May be installed in any Outlook folder:
public, shared or private.
Mailbox monitoring: manual or automatic
conversion of incoming e-mails into helpdesk
tickets, complete with rich text, screenshots
and attached files.
FAQ answers are easily created and
Ticket retrieval from an online form,
manually or automatically.
Ticket history: e-mail
threading for both manual and automatic conversion.
Folder HelpDesk with
KBase: tickets are
easily converted into articles for sharing in
Outlook or on a website or intranet. KBase
is free for Folder HelpDesk Medium and
Ticket list with different views:
group by one of the ticket parameters or have
colorful overviews in the kanban board, month
or pie chart views.
Automatic e-mail notifications.
Create Tickets also from Outlook Tasks and
directly from the ticket via a desktop calling
application like Skype.
Follow up performance with Excel reports.