Folder HelpDesk for Outlook

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Incident management in Outlook. Convert incoming e-mails into tickets, manually or automatically, and work with the tickets in Outlook.

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Folder HelpDesk for Outlook

  1. 1. With Folder HelpDesk for Outlook, support centres and other helpdesks can work efficiently with support cases inside Microsoft Outlook. The support tickets are easy to fill out, as values can be selected from dropdowns, and few mandatory fields ensures that the tickets are saved without problems. Folder HelpDesk is centrally installed and configured, and the users only have to make a simple installation of the client tool. Folder HelpDesk may be used with any Outlook folder. Folder HelpDesk has integrated Excel reports, and tickets can be saved in a knowledge base for future reference. Full text search as well as field search is smoothly performed for both open and closed tickets. Folder HelpDesk can of course also be used for other issue tracking purposes. Welcome to the show! Peter Kalmström CEO, kalmstrom.com Business Solutions Folder HelpDesk Introduction‒ Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com
  2. 2. Manual conversion of e-mails, tasks or appointments into tickets Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com Folder HelpDesk Outlook toolbar‒ Open ticket associated to the selected, already converted, e-mail
  3. 3. Folder HelpDesk is fully integrated in Outlook List of open tickets Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com Folder HelpDesk Folder‒ The Folder HelpDesk toolbar Install in a public folder or a shared mailbox
  4. 4. Use the Outlook reading pane for the Folder HelpDesk tickets. E-mails sent from the ticket Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com Folder HelpDesk ‒ Reading Pane
  5. 5. This is the default ticket HTML form, but you may customize it to meet your specific needs. Data from customized fields can be included in the statistics. The Toolbar Strip contains buttons for: Save ticket and Close window Save ticket Close ticket Create task Add FAQ answer Forward ticket Create KBase article Print ticket Delete ticket Send e-mails to Responsible and Caller Folder HelpDesk Ticket form‒ Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com Call via desktop calling application
  6. 6. Created by, Date and Ticket ID are set automatically. Folder HelpDesk works with Microsoft Office 2007 and above Folder HelpDesk Issue report by telephone‒ www.kalmstrom.com The Caller may be picked from the Global Address List or from Outlook Contacts, or chosen from the drop list. When the name is added the rest of the caller info is filled out automatically. New callers are written in and may be added to the database automatically.
  7. 7. 1. A new e-mail has arrived. 2. With a click on the Folder HelpDesk "Convert e-mail" button in Outlook, information in the e-mail is copied into a new ticket (see next slide) or added to an existing ticket. Folder HelpDesk Issue report by e-mail – the e-mail‒ Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com E-mails may also be converted into tickets automatically.
  8. 8. The sender of the e-mail Folder HelpDesk Issue report by e-mail – the ticket‒ Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com The body text of the e-mail is filled out under the Incident label Incident Type and Responsible are set manually, or set a default responsible for each caller Other details about sender are filled out if existent in the system
  9. 9. The web form may be customized. Incorporate your own Incident Types to the web form. Folder HelpDesk Issue report by web form‒ Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com Enable Folder HelpDesk to fetch tickets from the web form at specified intervals, or do it manually by using this button.
  10. 10. Her cases are easily dragged to Nancy Davolio The Responsible view is useful when one of the staff is absent, since you only have to drag and drop the tickets to another person. Laura Callahan is absent Folder HelpDesk Views, Responsible‒ Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com
  11. 11. Click here to search among the open tickets. Folder HelpDesk Search open tickets‒ Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com The word(s) or number(s) are searched in all the fields and bodies of the open tickets.
  12. 12. Search by Incident Type, Responsible, Free text or Ticket ID Click Reopen to open the ticket again. Click the ticket to read it. The Advanced button gives you many more Search alternatives Folder HelpDesk Search closed tickets‒ Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com
  13. 13. So far you have seen the most important features of Folder HelpDesk. This is also what the helpdesk staff normally have to learn, which is rapidly done if they are already familiar with Microsoft Outlook. Now I will show you what happens ”behind the scene” in the administrator settings. Let’s continue! Folder HelpDesk Settings‒ Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com
  14. 14. Minutes worked indicates how many minutes it normally takes to solve the Incident. Incident Category is used in the statistics reports, but the helpdesk staff don’t have to bother with it.Incident Types are shown in the ticket and picked from a drop list by the helpdesk staff. Folder HelpDesk Incident Settings‒ Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com
  15. 15. The Caller settings are very useful for helpdesks serving a known group of people. All this information is filled out automatically in the ticket when a caller is picked. A default Responsible may be selected for each caller. Folder HelpDesk Caller Settings‒ Folder HelpDesk works with Microsoft Office 2007and abovewww.kalmstrom.com This caller is excluded from automatic e- mails
  16. 16. Customize different kinds of standardized e-mails sent from within the tickets Folder HelpDesk Templates‒ Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com
  17. 17. Write or paste the standard answer/FAQ here. List of standard answers Remove, create or update FAQ Folder HelpDesk Create FAQ‒ Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com Click the ticket FAQ button to insert a FAQ
  18. 18. New callers can be automatically added to the Callers list when their details are entered in a new ticket. Folder HelpDesk Custom fields‒ Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com This field has been added to the ticket. Check it and click Apply, and data from the customized field will be saved to the database and can be studied in the Excel reports.
  19. 19. Use KBase Settings for web form monitoring Sender address of e-mails from Folder HelpDesk Send automatic notifications E-mail history may be saved in ticket in chronological order, in folders or both.‒ Folder HelpDesk Other Settings tab‒ Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com
  20. 20. Folder HelpDesk can create Excel reports based on the information given in the database (Access or SQL Server). This is very useful for a manager who wants to see what kind of problems are reported, how problem solving time is distributed, what problems different staff has been working with etc. All the standard Excel features may be used with the reports, so it is easy to modify them. You can also create custom reports that will be saved and updated together with your other reports. Folder HelpDesk Excel reports‒ Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com
  21. 21. All Excel features may be used The reports list has predefined reports, but you can easily add your own. Graph Pivot Folder HelpDesk Excel reports Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com
  22. 22. Drill into the pivot tables by clicking the plus signs Folder HelpDesk Excel reports drilling and filtering‒ Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com Here the tickets are filtered so that only the open tickets are shown
  23. 23. Add any fields to the graphs Folder HelpDesk Excel reports graph‒ Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com
  24. 24. I recommend that you use Folder HelpDesk with my knowledge base, KBase for Outlook. When a case is finished the ticket can be saved as a KBase article just by pressing a button in the ticket. For more info about KBase, please refer to the kalmstrom.com website. I hope you are still with me for the last part! Folder HelpDesk Knowledge Base‒ Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com
  25. 25. KBase is fully integrated in Microsoft Outlook. Articles can be grouped by category and type Folder HelpDesk ‒ KBase, homepage www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2007 and above
  26. 26. Creator is filled out automatically when the article is posted The KBase article is a standard Outlook post item, and all the Outlook tools – like format text, spell check and insert attachments and images – work as they normally do. Write or paste the text here. The ticket body will be placed here when an article is created from Folder HelpDesk. Drop-downs for Category and Type Folder HelpDesk ‒ KBase article Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com These two are custom fields, added easily in the KBase settings without coding.
  27. 27. Table of content can be created automatically. Dialog for web page creation. Folder HelpDesk ‒ KBase articles can be saved as web pages www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2007 and above
  28. 28. Thank you for watching this slide show! You will find more information about Folder HelpDesk for Outlook at www.kalmstrom.com. There you may download the full version of the software and evaluate it for 30 days before you decide if you want to use it. I recommend you to also download the manual, which has detailed information about settings, statistics and advanced features, explanations for the end users and a full description of how to install and upgrade Folder HelpDesk. On my web site you will also find video demonstrations on Folder HelpDesk, as well as information about subscriptions and kalmstrom.com Community Memberships. Folder HelpDesk More info‒ Folder HelpDesk works with Microsoft Office® 2007 and abovewww.kalmstrom.com

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