With Public Folder HelpDesk for Outlook, support centres and other helpdesks can work efficiently...

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 KalmströmCEO, kalmstrom.com Business Solutions

Public Folder HelpDesk ‒ Introduction

Public Folder HelpDesk works with Microsoft Office 2003 and abovewww.kalmstrom.com

Manual conversion of e-mails, tasks or appointments into

ticketsOpen ticket associated to the selected e-mail


Public Folder HelpDesk ‒ Outlook toolbar

Buttons for • Blank ticket• Settings• Statistics• Search open tickets• View• Search closed tickets• Delete ticket• Copy ticket• Print multiple tickets • Mass e-mailing

PF HelpDesk is fully integrated in Outlook

List of open tickets


Public Folder HelpDesk ‒ Folder

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 e-mails to Responsible and Caller

Public Folder HelpDesk ‒ The ticket form


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

www.kalmstrom.com

3. The e-mail gets tagged with ticket information

1. A new e-mail has arrived.

2. With a click on the PF HelpDesk button in Outlook, information in the e-mail is copied

into a new ticket (see next slide) or added to an existing ticket.

Public Folder HelpDesk ‒ Issue report by e-mail – the e-mail


E-mails may also be converted into tickets automatically.

The title of the e-mail

The body text of the e-mail

Attachments are also copied into the ticket and can be opened from there.

The sender of the e-mail

Other details about sender are filled out if existent in

the system

Public Folder HelpDesk ‒ Issue report by e-mail – the ticket


The web form may be customized.

Incorporate your own Incident Types to the web form.

Public Folder HelpDesk ‒ Issue report by web form


Enable PF HelpDesk to fetch tickets from the web form at specified intervals, or do it

manually by using this button.

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


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


The word(s) or number(s) are searched in all the fields and bodies of the open tickets.

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


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. Let’s continue!

Public Folder HelpDesk ‒ Settings


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

don’t 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


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


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


Info from these fields may be included in

the template selected from the list

Customize different kinds of standardized e-mails sent from

within the tickets

Public Folder HelpDesk ‒ Templates


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


Path to KBase

Settings for web form monitoring

Sender address of notification e-mails

Send automatic notifications

E-mail history may be saved in ticket in chronological order,

in folders ‒ or both.

Public Folder HelpDesk ‒ Other Settings tab


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


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


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


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


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


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

www.kalmstrom.com Public Folder HelpDesk works with Microsoft Office 2003 and above

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 e-mails 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


Table of content can be created automatically.

Dialog for web page creation.

Public Folder HelpDesk ‒ KBase articles can be saved as web pages

www.kalmstrom.com

KBase article as web page

Public Folder HelpDesk works with Microsoft Office 2003 and above

Thank you for watching this slide show!

You will find more information about Public 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 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 abovewww.kalmstrom.com

http://www.kalmstrom.com/

With Public Folder HelpDesk for Outlook, support centres and other helpdesks can work efficiently...

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