About Outlook Helpdesk
Incoming problems and requests are gathered and organized in Outlook, and distributed among your support managers with ease.
Outlook Helpdesk offers a simple, well-known and user friendly interface, right in your Outlook client. Users familiar with Outlook can start working with Outlook Helpdesk at once. Make a personal Outlook Task from a ticket with the press of a button, and synchronize with your PDA - perfect for support personnel always on the run. List all tickets assigned to you, work with the cases, print tickets, re-assign or forward the information - all with the simplicity you are used to in Outlook.
Email integration
Incoming email can be manually or automatically converted into HelpDesk tickets. Emails discussing a ticket are stored in a structured way to follow the progress of an issue.
Integrated Knowledge Base
After solving a problem, close the ticket and convert it to a Knowledge Base article. This information database allows your support team to efficiently share solutions to common or difficult problems. The database is easily accessed and searched through Outlook, and can also be published to your customers, allowing themselves to find solutions to their problems.
Follow up your performance
A report tool is also part of Outlook Helpdesk. With this tool, you can create and generate reports and graphs based on closed tickets, to follow up your support team's performance and work load. Number of tickets per month, time to solution for different problem types, support load per customer business unit and more. These reports will give your team the information needed to constantly adapt and improve your services.
Features
Mailbox monitoring - select an incoming email and make it into a Helpdesk ticket complete with rich text, screenshots and attached files.
Better Callers handling - import customer information from the Global Address list, Active Directory or copy-and paste from an MS Excel list
Knowledge base - create KB articles when closing a ticket (compatible with all versions of Outlook and Outlook Web Access)
No extra application
Previous Versions
Here you can find the changelog of Outlook Helpdesk since it was posted on our website on 2015-04-26 03:00:00.
The latest version is 8.00.1342 and it was updated on 2024-03-05 22:34:09. See below the changes in each version.
Outlook Helpdesk version 8.00.1342
Updated At: 2004-10-25
Changes: Editable HTML templates for:
New items
Outgoing email
Printed items
Copy function - let's you make a copy of an existing ticket with a new Ticket ID
Disclaimer
External Download
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