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 KalmströmCEO, kalmstrom.com Business Solutions
Folder HelpDesk ‒ Introduction
Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com
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
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
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
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 windowSave ticket Close ticketCreate taskAdd FAQ answerForward ticketCreate KBase articlePrint ticketDelete 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
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.
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.
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
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.
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
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.
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
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
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
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
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
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
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.
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
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
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
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
Add any fields to the graphs
Folder HelpDesk Excel reports ‒ graph
Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com
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
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
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.
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
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