Error Business E-Mails Statistics by cmo50070

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									      Public Folder HelpDesk ‒ Introduction




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.

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 ‒ home page


                                                                                                       Open associated ticket

 PF HelpDesk is fully                         Manual conversion of e-mails,
integrated in Outlook                       tasks or appointments into tickets
                                                                                               Shortcut to PF HelpDesk




                                                                                             Buttons for
                                                                                             • Settings
                                                                                             • Statistics
                                                                                             • Search closed tickets
                                                                                             • Delete ticket
                                                                                             • Copy ticket
                                                                                             • Print multiple tickets
                                                                                             • Fetch from web form (if
                                                                                             used)
                                                                                             •Mass e-mailing




                        Public Folder HelpDesk works with Microsoft Office® 2000 and above
Public Folder HelpDesk ‒ The ticket form



                                       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




        This is the default ticket form, but you
         can easily customize it to meet your
                     specific needs.
Public Folder HelpDesk ‒ Error report by telephone



Click New in the PF HelpDesk home                   Created by, Date and Ticket ID
    page to create a new ticket.                        are set automatically.




 Caller can be picked from the Global Address List or
 from Outlook Contacts, or chosen from the drop list.




   Sent and Received E-mails tabs are shown if you
      select to save e-mail history in subfolders.




    Public Folder HelpDesk works with Microsoft Office® 2000 and above
                            Public Folder HelpDesk ‒ Error report by e-mail – the e-mail


1. A new e-mail without a
ticket ID 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.




                                                                                                                3. The e-mail gets tagged
                                                                                                                  with ticket information




                                                                                             E-mails may also be converted into tickets
                                                                                                          automatically.


                                Public Folder HelpDesk works with Microsoft Office® 2000 and above
Public Folder HelpDesk ‒ Error report by e-mail – the ticket



              The title of the e-mail




              The sender of the e-mail




                           Other details about sender
                          are filled out if existent in the
                                       system



                  The body text of the e-mail




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




       Public Folder HelpDesk works with Microsoft Office® 2000 and above
Public Folder HelpDesk ‒ Error report by web form




                                                             The web form may be
                                                                 customized.




                                                  Incorporate your own Incident
                                                     Types to the web form.




                                                     Enable PF HelpDesk to fetch
                                                   tickets from the web form with
                                                      specified intervals, or do it
                                                   manually by using this button.




   Public Folder HelpDesk works with Microsoft Office® 2000 and above
                                  Public Folder HelpDesk ‒ Views, Responsible




The Responsible view is useful when one of
                                                             Margaret Peacock is absent.
 the staff is absent, since you only have to
drag and drop the tickets to another person.




                                                                                                   Her cases are easily dragged to
                                                                                                          Stina Stensson.




                                   Public Folder HelpDesk works with Microsoft Office® 2000 and above
                            Public 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.




The result of the search.




                             Public Folder HelpDesk works with Microsoft Office® 2000 and above
Public Folder HelpDesk ‒ Search closed tickets


                                   Search by Incident Type, Responsible and/or Free text




        Click the ticket to read it.




                                                        The Advanced button gives you
                                                        many more Search alternatives




                         Click here on the PF HelpDesk home page to search
                                      among the closed tickets.




                                 Click Re-open to open the
                                        ticket again.




   Public Folder HelpDesk works with Microsoft Office® 2000 and above
 Public Folder HelpDesk ‒ Settings




So far you have seen the most
important features of Public Folder
HelpDesk.

This is also what the end users
normally has to learn, which is
rapidly done if they already are
familiar with Microsoft Outlook.

Now I will show you what happens
”behind the scene” in the
administrator settings.

Let’s continue!
                          Public Folder HelpDesk ‒ Incident 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 works with Microsoft Office® 2000 and above
                  Public Folder HelpDesk ‒ Caller 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 works with Microsoft Office® 2000 and above
                              Public Folder HelpDesk ‒ Create FAQ




List of standard answers



                                                                  Write or paste the standard
                                                                       answer/FAQ here.


    Remove or create new FAQ




                                                                                                Click the ticket FAQ button to
                                                                                                         insert a FAQ




                           Public Folder HelpDesk works with Microsoft Office® 2000 and above
           Public Folder HelpDesk ‒ Templates




                                                          Customize different kinds of
                                                        standardized e-mails sent from
                                                               within the tickets


Info from these fields
 may be included in
the template selected
     from the list




          Public Folder HelpDesk works with Microsoft Office® 2000 and above
                         Public Folder HelpDesk ‒ Custom fields




  This field has been
 added to the ticket.
                                                           A default value for minutes
   Check it and click
                                                               worked can be set.
    Apply, and data
from the customized
 field is saved to the
database and can be
     studied in the                   Check here, and new
     statistics tool.               callers are automatically
                                    added to the Callers list
                                     when their details are
                                    entered in a new ticket.




                         Public Folder HelpDesk works with Microsoft Office® 2000 and above
  Public Folder HelpDesk ‒ Other Settings tab




                                                         E-mail history may be saved in
                                                         ticket in chronological order, in
                                                                 folders ‒ or both.
Sender address of
notification e-mails
                                                                    Send automatic notifications




                           Path to KBase




                              Settings for web form
                                    monitoring




      Public Folder HelpDesk works with Microsoft Office® 2000 and above
      Public Folder HelpDesk ‒ More info




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.

								
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