Released on: 27, September 2009
, Author: kalmstrom.com Business Solutions
, Audience: Software related
When you create helpdesk tickets from e-mails you don't want every e-mail to be a new ticket, right? If they concern the same case it is better to have the following e-mails saved to the first ticket. The issue tracking software PF HelpDesk from kalmstrom.com Business Solutions already has the e-mail threading feature, but now a very useful notification to the responsible is added.
Public Folder HelpDesk is the helpdesk application that works inside Microsoft Outlook, by using a public folder or shared mailbox. Connected e-mails can be saved in the ticket body, in subfolders or in both. The new notification works anyhow. Each time a new e-mail has been added, a notification e-mail to the responsible staff is sent automatically, if the feature is enabled. For Outlook 2007 the ticket will also get a red flagg and be marked as unread.
Let's say that you as responsible person get an automatic e-mail that PF HelpDesk has created a ticket for you. All you have to do to see the ticket is to select the e-mail and click the Open Ticket button in the PF HelpDesk toolbar in Outlook. PF HelpDesk will automatically open the correct ticket for you.
With Public Folder HelpDesk tickets can be created also from Outlook Appointments and Tasks, and with a click the helpdesk staff can save the ticket to a Knowledge Base article or a Task. The information is shared via a Microsoft Exchange server, but nothing must be installed on the Exchange server itself. An Access or SQL database is used for storage of data, that can be analyzed with a powerful, integrated statistics tool, OLAP Reporting Tool. With this tool, managers can create and generate reports and graphs that will give the information needed to constantly adapt and improve services.
The fully functional version of PF HelpDesk may be downloaded from the kalmstrom.com website and evaluated for 30 days.
Refer to http://www.kalmstrom.com for more information on Public Folder HelpDesk. Also feel free to contact Kate Kalmström: sales@kalmstrom.com
kalmstrom.com Business Solutions is the brand for software from the Swedish company Tallstugan. kalmstrom.com Business Solutions offers add-ons for Microsoft Outlook and Excel where SharePoint or Exchange is used for storage and sharing. They are all easy to install and utilize and have extensive documentation.
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