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With Public Folder HelpDesk for Outlook, support centres and other helpdesks can work efficiently with support cases inside Microsoft Outlook. The support.

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Presentation on theme: "With Public Folder HelpDesk for Outlook, support centres and other helpdesks can work efficiently with support cases inside Microsoft Outlook. The support."— Presentation transcript:

1 With Public 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, and few mandatory fields ensures that the tickets are saved without problems. Public Folder HelpDesk is centrally installed and configured, and the users only have to make a simple installation of client tools. The Outlook add-on may be installed in any Outlook folder. Public Folder HelpDesk has a powerful statistics tool, 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. Public Folder HelpDesk can of course also be used for other issue tracking purposes. Welcome to the show! Peter Kalmström CEO, kalmstrom.com Business Solutions Public Folder HelpDesk Introduction Public Folder HelpDesk works with Microsoft Office 2003 and above

2 Manual conversion of s, tasks or appointments into tickets Open ticket associated to the selected Public Folder HelpDesk works with Microsoft Office 2003 and above Public Folder HelpDesk Outlook toolbar

3 Buttons for Blank ticket Settings Statistics Search open tickets View Search closed tickets Delete ticket Copy ticket Print multiple tickets Mass ing PF HelpDesk is fully integrated in Outlook List of open tickets Public Folder HelpDesk works with Microsoft Office 2003 and above Public Folder HelpDesk Folder

4 This is the default ticket form, but you can easily customize it to meet your specific needs. The Toolbar Strip contains buttons for Save Ticket and Close Window, Save Ticket, Close Ticket, Create Task, Add FAQ, Forward, Create KBase Article, High Priority, Low Priority, Print Ticket and Delete Ticket Send s to Responsible and Caller Public Folder HelpDesk The ticket form Public Folder HelpDesk works with Microsoft Office 2003 and above

5 Created by, Date and Ticket ID are set automatically. Caller can be picked from the Global Address List or from Outlook Contacts, or chosen from the drop list. Public Folder HelpDesk works with Microsoft Office 2003 and above Public Folder HelpDesk Issue report by telephone

6 3. The gets tagged with ticket information 1. A new has arrived. 2. With a click on the PF HelpDesk button in Outlook, information in the is copied into a new ticket (see next slide) or added to an existing ticket. Public Folder HelpDesk Issue report by – the Public Folder HelpDesk works with Microsoft Office 2003 and above s may also be converted into tickets automatically.

7 The title of the The body text of the Attachments are also copied into the ticket and can be opened from there. The sender of the Other details about sender are filled out if existent in the system Public Folder HelpDesk Issue report by – the ticket Public Folder HelpDesk works with Microsoft Office 2003 and above

8 The web form may be customized. Incorporate your own Incident Types to the web form. Public Folder HelpDesk Issue report by web form Public Folder HelpDesk works with Microsoft Office 2003 and above Enable PF HelpDesk to fetch tickets from the web form at specified intervals, or do it manually by using this button.

9 His cases are easily dragged to Peter Kalmström. 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. Andrew Fuller is absent. Public Folder HelpDesk Views, Responsible Public Folder HelpDesk works with Microsoft Office 2003 and above

10 The result of the search is arranged according to view settings. Click here to search among the open tickets. Public Folder HelpDesk Search open tickets Public Folder HelpDesk works with Microsoft Office 2003 and above The word(s) or number(s) are searched in all the fields and bodies of the open tickets.

11 Search by Incident Type, Responsible and/or Free text Click Re-open to open the ticket again. Click the ticket to read it. The Advanced button gives you many more Search alternatives Public Folder HelpDesk Search closed tickets Public Folder HelpDesk works with Microsoft Office 2003 and above

12 So far you have seen the most important features of Public 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. Lets continue! Public Folder HelpDesk Settings Public Folder HelpDesk works with Microsoft Office 2003 and above

13 The Incident Settings are the very base for the handling of support cases. Minutes worked indicates how many minutes it normally takes to solve the Incident. Incident Category is used in the Statistics, but the helpdesk staff dont have to bother with it. Incident Types are shown in the ticket and picked from a drop list by the helpdesk staff. Public Folder HelpDesk Incident Settings Public Folder HelpDesk works with Microsoft Office 2003 and above

14 The Caller settings are very useful for helpdesks serving a known number of people. All this information is filled out automatically in the ticket when a caller is picked. Add a default Responsible for each caller. Public Folder HelpDesk Caller Settings Public Folder HelpDesk works with Microsoft Office 2003 and above

15 Write or paste the standard answer/FAQ here. List of standard answers Remove or create new FAQ Click the ticket FAQ button to insert a FAQ Public Folder HelpDesk Create FAQ Public Folder HelpDesk works with Microsoft Office 2003 and above

16 Info from these fields may be included in the template selected from the list Customize different kinds of standardized s sent from within the tickets Public Folder HelpDesk Templates Public Folder HelpDesk works with Microsoft Office 2003 and above

17 This field has been added to the ticket. Check it and click Apply, and data from the customized field is saved to the database and can be studied in the statistics tool. New callers can be automatically added to the Callers list when their details are entered in a new ticket. Public Folder HelpDesk Custom fields Public Folder HelpDesk works with Microsoft Office 2003 and above

18 Path to KBase Settings for web form monitoring Sender address of notification s Send automatic notifications history may be saved in ticket in chronological order, in folders or both. Public Folder HelpDesk Other Settings tab Public Folder HelpDesk works with Microsoft Office 2003 and above

19 The statistics tool of Public Folder HelpDesk is the kalmstrom.com application OLAP Reporting Tool for Excel. It 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. For more information about OLAP Reporting Tool, refer to my website. Public Folder HelpDesk Statistics tool Public Folder HelpDesk works with Microsoft Office 2003 and above

20 Presentation selector Graphs can be saved as.gif files. The reports list has predefined reports, but you can easily add your own. Graph All the data can be exported to an Excel data sheet. Pivot Public Folder HelpDesk OLAP Reporting Tool, integrated statistics Public Folder HelpDesk works with Microsoft Office 2003 and above

21 Graphs can be shown as columns, lines, bars, pies, bubbles … Save your own report settings here. Give the report a name, and it will be shown in the list. All the fields can be dragged and dropped to show data in different ways. Here Responsible is color coded. Info is show when the cursor is moved over color. Filtering and drilling in both pivots (by clicking triangles/plus signs) and graphs (by right clicking) Public Folder HelpDesk OLAP Reporting Tool, drag, drop and filter Public Folder HelpDesk works with Microsoft Office 2003 and above

22 If you describe the reports in categories, these are also shown in the Reports tree view. Describe the report in Super Category and category or with free text in.html format a good help for people who are not used to analyzing statistics reports. If you write a description in free text, the next time someone clicks the report this info button comes up. Click on it, and the description text will be shown. Public Folder HelpDesk Describe and categorize reports Public Folder HelpDesk works with Microsoft Office 2003 and above

23 I recommend using Public Folder HelpDesk with my free 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 my website. I hope you are still with me for the last part! Public Folder HelpDesk Knowledge Base Public Folder HelpDesk works with Microsoft Office 2003 and above

24 KBase is fully integrated in Microsoft Outlook. Export the KBase articles to.html-files Create a new article. Articles can be full-text searched. Public Folder HelpDesk KBase, homepage Public Folder HelpDesk works with Microsoft Office 2003 and above

25 Creator is filled out automatically when the article is posted Post the article when it is finished. It is saved in Outlook in the same way as s and appointments. No database is needed! Write or paste the text here. Drop-down combo boxes for Problem type and Problem category Images can also be included. All the Outlook tools, like format text. Spelling check and insert attachment, work as they normally do. Public Folder HelpDesk KBase article Public Folder HelpDesk works with Microsoft Office 2003 and above

26 Table of content can be created automatically. Dialog for web page creation. Public Folder HelpDesk KBase articles can be saved as web pages KBase article as web page Public Folder HelpDesk works with Microsoft Office 2003 and above

27 Thank you for watching this slide show! You will find more information about Public Folder HelpDesk for Outlook at 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 Public Folder HelpDesk. On my web site you will also find video demonstrations on Public Folder HelpDesk, as well as information about kalmstrom.com Community Memberships. Public Folder HelpDesk More info Public Folder HelpDesk works with Microsoft Office ® 2003 and above


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