Folder HelpDesk ‒ Introduction 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 KalmstrÜm CEO, kalmstrom.com Business Solutions
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Outlook Mailbox toolbar
Manual conversion of e-mails, tasks or appointments into tickets
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Outlook Tasks and Calendar toolbars
The Open ticket button is only visible when a converted e-mail, task or appointment is selected.
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Outlook Folder
Folder HelpDesk is fully integrated in Outlook
The Folder HelpDesk toolbar
Install in a public folder or a shared mailbox
List of open tickets
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Reading Pane
Use the Outlook reading pane for the Folder HelpDesk tickets.
E-mails sent from the ticket
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Ticket form
The Toolbar Strip contains buttons for:
Save ticket and Close window Save ticket Close ticket Create task Add FAQ answer Forward ticket Create KBase article Print ticket Delete ticket
Send e-mails to Responsible and Caller Call via desktop calling application 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.
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Issue report by telephone
Created by, Date and Ticket ID are set automatically.
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.
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Issue report by e-mail – the e-mail
1. A new e-mail has arrived.
2. With a click on the Folder HelpDesk "Convert e-mail" button in Outlook, information in the email is copied into a new ticket or added to an existing ticket.
E-mails may also be converted into tickets automatically.
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Issue report by e-mail – the ticket
The sender of the e-mail
The body text of the e-mail is filled out under the Incident label
Other details about sender are filled out if existent in the system
Incident Type and Responsible are set manually, or set a default responsible for each caller
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Issue report by web form The web form may be customized.
Incorporate your own Incident Types to the web form.
Enable Folder HelpDesk to fetch tickets from the web form at specified intervals, or do it manually by using this button.
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Views, Responsible
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
Her cases are easily dragged to Nancy Davolio
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Search open tickets Click here to search among the open tickets.
The word(s) or number(s) are searched in all the fields and bodies of the open tickets.
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Search closed tickets Search by Incident Type, Responsible, Free text or Ticket ID
Click on the ticket to read it. The Advanced button gives you many more Search alternatives
Click Reopen to open the ticket again.
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Settings
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!
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Incident Settings
Minutes worked indicates how many minutes it normally takes to solve the Incident.
Incident Types are shown in the ticket and picked from a drop list by the helpdesk staff.
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Incident Category is used in the statistics reports, but the helpdesk staff don’t have to bother with it.
Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Caller Settings The Caller settings are very useful for helpdesks serving a known group of people.
This caller is excluded from automatic e-mails All this information is filled out automatically in the ticket when a caller is picked. A default Responsible may be selected for each caller.
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Folder HelpDesk works with Microsoft Office 2007and above
Folder HelpDesk ‒ Templates
Customize different kinds of standardized e-mails sent from within the tickets
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Create FAQ
List of standard answers
Write or paste the standard answer/FAQ here. Remove, create or update FAQ
Click the ticket FAQ button to insert a FAQ
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Folder HelpDesk works with Microsoft Office 2007 and above
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.
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New callers can be automatically added to the Callers list when their details are entered in a new ticket.
Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Other Settings tab
E-mail history may be saved in ticket in chronological order, in folders ‒ or both.
Sender address of e-mails from Folder HelpDesk
Send automatic notifications
Use the kalmstrom.com knowledge base with Folder HelpDesk
Settings for web form monitoring
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Excel reports
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.
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk Excel reports
All Excel features may be used
The reports list has predefined reports, but you can easily add your own.
Pivot
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Graph
Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk Excel reports ‒ drilling and filtering
Here the tickets are filtered so that only the open tickets are shown
Drill into the pivot table by clicking the plus sign
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk Excel reports ‒ graph
Add any fields to the graphs
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Knowledge Base
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!
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Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ KBase, homepage
KBase is fully integrated in Microsoft Outlook.
Articles can be grouped by category and type
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KBase works with Office 2007 and higher
Folder HelpDesk ‒ KBase article
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.
Creator is filled out automatically when the article is posted
Drop-downs for Category and Type Write or paste the text here. The ticket body will be placed here when an article is created from Folder HelpDesk.
These two are custom fields, added easily in the KBase settings without coding.
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KBase works with Office 2007 and higher
Table of content is generated automatically. Articles are grouped by category and type and with a collapsible outline.
Publish KBase Articles to HTML
Uncheck the Problem category or type you don’t want to publish.
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KBase works with Office 2007 and higher
Folder HelpDesk ‒ More info 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 subscription levels and conditions.
www.kalmstrom.com
Folder HelpDesk works with Microsoft OfficeÂŽ 2007 and above