Public Folder HelpDesk for Outlook 10.1
Email integration
Incoming email can be manually or automatically converted into HelpDesk tickets. Emails discussing a ticket are stored in a structured way to follow the progress of an issue.
Integrated Knowledge Base
After solving a problem, close the ticket and convert it to a Knowledge Base article. This information database allows your support team to efficiently share solutions to common or difficult problems. The database is easily accessed and searched through Outlook, and can also be published to your customers, allowing themselves to find solutions to their problems.
Follow up your performance
A report tool is also part of Public Folder HelpDesk. With this tool, you can create and generate reports and graphs based on closed tickets, to follow up your support team`s performance and work load. Number of tickets per month, time to solution for different problem types, support load per customer business unit and more. These reports will give your team the information needed to constantly adapt and improve your services.
Features
Mailbox monitoring - select an incoming email and make it into a Helpdesk ticket complete with rich text, screenshots and attached files.
Better Callers handling - import customer information from the Global Address list, Active Directory or copy-and paste from an MS Excel list
Knowledge base - create KB articles when closing a ticket (compatible with all versions of Outlook and Outlook Web Access)
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