Public Folder HelpDesk 10.1

Collaborate on helpdesk tickets in Outlook. Auto-create tickets from e-mail.

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Collaborate on helpdesk tickets in Outlook.

Public Folder Helpdesk is based on Exchange public folders, which enables simple but efficient information sharing among multiple users. Public Folder HelpDesk can also be installed in a shared mailbox. 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 body or subfolders. Print possibilities. Several kinds of automatic e-mails.

Public Folder HelpDesk, efficient issue trackning and user support with Outlook and Exchange With Public Folder HelpDesk you create tickets from e-mails, automatically or by pressing a button. Everything goes into the ticket, also attached files and rich text. Public Folder HelpDesk also supports ticket retrieval from an online form (.xml-files) and ticket creation from Outlook Tasks and Appointments. 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. Closed tickets can also be saved as articles in KBase, a knowledge base inside Outlook.

Public Folder HelpDesk homepage in Outlook

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. The ticket form can be customized and the data in new fields save to the database. Public Folder HelpDesk support business processes according to ITIL principles.

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

Public Folder HelpDesk is suitable both for in-house and outsourced helpdesks. Can also be used for other types of issue-tracking. Free 30 day trial of fully functional version! No per user fee. Developer code can also be purchased.