Folder HelpDesk for Outlook

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 ‒ 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 ‒ 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 ‒ 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


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


E-mails may also be converted into tickets automatically.

The sender of the e-mail

Folder HelpDesk ‒ Issue report by e-mail – the ticket


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


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


Click here to search among the open tickets.

Folder HelpDesk ‒ Search open tickets


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


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


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


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


Write or paste the standard answer/FAQ here.

List of standard answers

Remove, create or update FAQ

Folder HelpDesk ‒ Create FAQ


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


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 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


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


Drill into the pivot tables by clicking the plus signs

Folder HelpDesk Excel reports ‒ drilling and filtering


Here the tickets are filtered so that only the open tickets are shown

Add any fields to the graphs

Folder HelpDesk Excel reports ‒ graph


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


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


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

http://www.kalmstrom.com/

Folder HelpDesk for Outlook

Software

folder helpdesk folder

ticket folder helpdesk

folder helpdesk tickets

responsible folder helpdesk

folder helpdesk toolbar

outlook folder

web form folder helpdesk

public folder