Public Folder HelpDesk for Outlook 10

Collaborate on helpdesk tickets in Outlook.

Public Folder Helpdesk for Outlook is based on Exchange public folders, which enables simple but efficient information sharing among multiple users. Support cases are stored in tickets, which can be assigned and re-assigned to support experts, while tracked and supervised by support managers. Customer information, problem description, progress, solutions, time spent and more information are all stored in the ticket. Tickets can be organized and shown in many different ways, which helps your support team deliver the quality of service your customers will expect and appreciate. FAQ creator. E-mail history in ticket - can also be printed.

With Public Folder HelpDesk for Outlook you create tickets from e-mails or webform, automatically or by pressing a button. Everything goes into the ticket, also attached files and rich text. Public Folder HelpDesk for Outlook also supports ticket retrieval from an online form (.xml-files). Tickets can be categorized based on configurable lists of problem types. Information can be received from the Outlook contacts, the GAL or dropdown-lists. Open tickets are stored both in Outlook and in an Access or SQL database. Closed tickets are retained only in the database but can be re-created in Outlook if needed. Tickets can also be saved as articles in Outlook KBase, a knowledge base inside Outlook.

Mail conversations can be tracked. Tickets can be converted to tasks for syncronization with a PDA.
Databases are open to allow building any kind of custom reports or additions to the tables. Outlook form can be customized by administrator. Public Folder HelpDesk for Outlook support business processes according to ITIL principles.

Facilitate business intelligence by following up performance. The powerful statitics tool OLAP Reporting Tool for Excel is integrated in Public Folder HelpDesk for Outlook. It allows you to build custom reports, which you can share  with co-workers as well as export to MS Excel.

The VB6 source code is available for purchase if further customizations are needed. Public Folder HelpDesk for Outlook is suitable both for in-house and outsourced helpdesks. Can also be used for other types of issue-tracking.

Compabilities:

• Windows XP
• Windows 2000
• Windows 2003
• Windows Vista

Compatible with Microsoft Outlook 2000-2007, Exchange 2000-2007, IE7.

Free 30 day trial of fully functional version! No per user fee. Developer code can also be purchased.