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With Folder HelpDesk for Outlook, support centres and other
helpdesks can work efficiently with support cases inside
Micro...
www.kalmstrom.com
Folder HelpDesk ‒ Outlook Mailbox Ribbon Group
Manual conversion of e-mails,
tasks or appointments into ...
www.kalmstrom.com
Folder HelpDesk ‒ Outlook Tasks and Calendar Ribbon Groups
Folder HelpDesk works with Microsoft Office 2...
Folder HelpDesk is fully
integrated in Outlook
List of open tickets
www.kalmstrom.com
Folder HelpDesk ‒ Outlook Folder
The...
Use the Outlook reading pane for
the Folder HelpDesk tickets.
E-mails sent from the ticket
www.kalmstrom.com
Folder HelpDe...
This is the default ticket HTML form, but
you may customize it to meet your
specific needs.
Data from customized fields ca...
Created by, Date and Ticket ID
are set automatically.
Folder HelpDesk ‒ Issue reported by telephone
www.kalmstrom.com
The ...
1. A new e-mail has arrived.
2. With a click on the Folder
HelpDesk "Convert" button in
Outlook, information in the e-mail...
The sender of the e-mail
Folder HelpDesk ‒ Issue reported by e-mail – the ticket
www.kalmstrom.com
The body text of the e-...
Folder HelpDesk ‒ Issue reported in web form
www.kalmstrom.com
Enable Folder HelpDesk to
fetch tickets from the web
form a...
Folder HelpDesk ‒ Kanban View
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
Select the HTML...
Folder HelpDesk ‒ Month View
www.kalmstrom.com
Select another
month.
Folder HelpDesk works with Microsoft Office 2010 and ...
Folder HelpDesk ‒ Year View
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
Highlighted
month...
Folder HelpDesk ‒ Timeline Responsibles
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
The R...
Folder HelpDesk ‒ Timeline Incidents
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
Folder HelpDesk ‒ Timeline Callers
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
Folder HelpDesk ‒ Incidents View
www.kalmstrom.com
Each incident type is
visualized as a pie chart
This incident type has
...
Click here to search among
the open tickets.
Folder HelpDesk ‒ Search open tickets
www.kalmstrom.com
The word(s) or number...
Search by Incident Type, Responsible, Free text or Ticket ID
Click Reopen to open the
ticket again.
Click on the ticket to...
So far you have seen the most
important features of Folder
HelpDesk.
This is also what the helpdesk staff
normally have to...
Folder HelpDesk ‒ Incident Settings
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
Here tick...
Folder HelpDesk ‒ Caller Settings
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
All this in...
Folder HelpDesk ‒ Templates
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
Customize differe...
Folder HelpDesk ‒ Create FAQ
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
Click the ticket...
Folder HelpDesk ‒ Custom fields
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
New callers c...
Folder HelpDesk ‒ HTML Views settings
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
Decide ...
Folder HelpDesk ‒ Other Settings tab
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
Sender a...
Folder HelpDesk can create Excel
reports based on the information
given in the database (Access or
SQL Server).
This is ve...
All Excel features may be used
The reports list has
predefined reports,
but you can easily add
your own.
Graph
Pivot
Folde...
Drill into the pivot table
by clicking the plus sign
Folder HelpDesk Excel reports ‒ drilling and filtering
www.kalmstrom....
Add any fields to
the graphs
Folder HelpDesk Excel reports ‒ graph
www.kalmstrom.com Folder HelpDesk works with Microsoft ...
I recommend that you use
Folder HelpDesk with my
knowledge base, KBase for
Outlook.
When a case is finished the
ticket can...
Articles can be grouped by category and type
Folder HelpDesk ‒ KBase, homepage
www.kalmstrom.com
KBase is fully integrated...
Creator is filled out
automatically when the
article is posted
The KBase article is a standard Outlook post item, and all
...
www.kalmstrom.com
A table of contents is
generated automatically.
Articles are grouped by
category and type and
with a col...
Thank you for watching this slide show!
You will find more information about
Folder HelpDesk for Outlook at
http://www.kal...
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Folder HelpDesk for Outlook V14

With Folder HelpDesk a workgroup can collaborate on tickets inside Outlook.
The application is installed in a shared mailbox or public folder, where you see rows of open tickets.
If you want to work with one of them, just click it and a ticket form will open.

The ticket form HTML part has various dropdown fields to categorize the ticket, and it can be customized. The ticket also has a free text field for a description of the incident and its solution.

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Folder HelpDesk for Outlook V14

  1. 1. 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 has different views for the open tickets. Group the ticket list by Caller category, Importance, Incident type, Responsible or Status and see overviews in the HTML views: Kanban board, Month view, Year view, Timeline Responsibles, Timeline Incidents, Timeline Callers and Incidents view. You can also create custom views. Folder HelpDesk can of course also be used for other issue tracking purposes. Welcome to the show! Peter Kalmström CEO, kalmstrom.com Business Solutions Folder HelpDesk ‒ Introduction Folder HelpDesk works with Microsoft Office 2010 and abovewww.kalmstrom.com
  2. 2. www.kalmstrom.com Folder HelpDesk ‒ Outlook Mailbox Ribbon Group Manual conversion of e-mails, tasks or appointments into tickets Folder HelpDesk works with Microsoft Office 2010 and above
  3. 3. www.kalmstrom.com Folder HelpDesk ‒ Outlook Tasks and Calendar Ribbon Groups Folder HelpDesk works with Microsoft Office 2010 and above The Open ticket button is only visible when a converted e-mail, task or appointment is selected.
  4. 4. Folder HelpDesk is fully integrated in Outlook List of open tickets www.kalmstrom.com Folder HelpDesk ‒ Outlook Folder The Folder HelpDesk ribbon group Install in a public folder or a shared mailbox Folder HelpDesk works with Microsoft Office 2010 and above
  5. 5. Use the Outlook reading pane for the Folder HelpDesk tickets. E-mails sent from the ticket www.kalmstrom.com Folder HelpDesk ‒ Reading Pane Folder HelpDesk works with Microsoft Office 2010 and above
  6. 6. 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. 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 Folder HelpDesk ‒ Ticket form www.kalmstrom.com Call via desktop calling application Folder HelpDesk works with Microsoft Office 2010 and above
  7. 7. Created by, Date and Ticket ID are set automatically. Folder HelpDesk ‒ Issue reported by telephone www.kalmstrom.com The Caller may be picked from the Global Address List or from Outlook Contacts, or chosen from the dropdown. 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. Folder HelpDesk works with Microsoft Office 2010 and above
  8. 8. 1. A new e-mail has arrived. 2. With a click on the Folder HelpDesk "Convert" button in Outlook, information in the e-mail is copied into a new ticket or added to an existing ticket. Folder HelpDesk ‒ Issue reported by e-mail – the e-mail www.kalmstrom.com E-mails may also be converted into tickets automatically. Folder HelpDesk works with Microsoft Office 2010 and above
  9. 9. The sender of the e-mail Folder HelpDesk ‒ Issue reported by e-mail – the ticket www.kalmstrom.com The body text of the e-mail is filled out under the Incident label Incident Type and Responsible are set manually, or set a default responsible for each caller Other details about sender are filled out if existent in the system Folder HelpDesk works with Microsoft Office 2010 and above
  10. 10. Folder HelpDesk ‒ Issue reported in web form www.kalmstrom.com Enable Folder HelpDesk to fetch tickets from the web form at specified intervals, or do it manually by using this button. Folder HelpDesk works with Microsoft Office 2010 and above Incorporate your own Incident Types to the web form. The web form may be customized.
  11. 11. Folder HelpDesk ‒ Kanban View www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above Select the HTML views to visualize open tickets in colorful overviews. In the kanban board, the color coded ticket cards can be filtered, searched and dragged between the status phases. Right click to open the Details Pane.
  12. 12. Folder HelpDesk ‒ Month View www.kalmstrom.com Select another month. Folder HelpDesk works with Microsoft Office 2010 and above
  13. 13. Folder HelpDesk ‒ Year View www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above Highlighted months have open tasks
  14. 14. Folder HelpDesk ‒ Timeline Responsibles www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above The Responsible view is useful when one of the staff is absent, as you only have to drag and drop the tickets to another person.
  15. 15. Folder HelpDesk ‒ Timeline Incidents www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
  16. 16. Folder HelpDesk ‒ Timeline Callers www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
  17. 17. Folder HelpDesk ‒ Incidents View www.kalmstrom.com Each incident type is visualized as a pie chart This incident type has 2 tickets with the status value Waiting Folder HelpDesk works with Microsoft Office 2010 and above
  18. 18. Click here to search among the open tickets. Folder HelpDesk ‒ Search open tickets www.kalmstrom.com The word(s) or number(s) are searched in all the fields and bodies of the open tickets. Folder HelpDesk works with Microsoft Office 2010 and above
  19. 19. Search by Incident Type, Responsible, Free text or Ticket ID Click Reopen to open the ticket again. Click on the ticket to read it. The Advanced button gives you many more search alternatives Folder HelpDesk ‒ Search closed tickets www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
  20. 20. 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! Folder HelpDesk ‒ Settings www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
  21. 21. Folder HelpDesk ‒ Incident Settings www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above Here tickets are color coded by Incident Type in the kanban and month views. Minutes worked indicates how many minutes it normally takes to solve this kind of Incident. Incident Types are shown in the ticket and picked from a drop list by the helpdesk staff. Incident Category is used in the statistics reports, but the helpdesk staff don’t have to bother with it.
  22. 22. Folder HelpDesk ‒ Caller Settings www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above All this information is filled out automatically in the ticket when a caller is picked. This caller is excluded from automatic e-mails A default Responsible may be selected for each caller. The Caller settings are useful for helpdesks serving a known group of people.
  23. 23. Folder HelpDesk ‒ Templates www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above Customize different kinds of standardized e-mails sent from within the tickets
  24. 24. Folder HelpDesk ‒ Create FAQ www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above Click the ticket FAQ button to insert a FAQ Write or paste the standard answer/FAQ here. List of standard answers Remove, create or update FAQ
  25. 25. Folder HelpDesk ‒ Custom fields www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above New callers can be automatically added to the Callers list when their details are entered in a new ticket. 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. Show time for e-mail reception instead of ticket creation time.
  26. 26. Folder HelpDesk ‒ HTML Views settings www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above Decide if colors should be used for incident types or responsibles Check this box if values in a custom field should be used as lanes in the kanban view.
  27. 27. Folder HelpDesk ‒ Other Settings tab www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above Sender address of e-mails from Folder HelpDesk Use the kalmstrom.com knowledge base with Folder HelpDesk Settings for web form monitoring Send automatic notifications E-mail history may be saved in tickets, in folders ‒ or both.
  28. 28. 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. Folder HelpDesk ‒ Excel reports www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
  29. 29. All Excel features may be used The reports list has predefined reports, but you can easily add your own. Graph Pivot Folder HelpDesk Excel reports www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
  30. 30. Drill into the pivot table by clicking the plus sign Folder HelpDesk Excel reports ‒ drilling and filtering www.kalmstrom.com Here the tickets are filtered so that only the open tickets are shown Folder HelpDesk works with Microsoft Office 2010 and above
  31. 31. Add any fields to the graphs Folder HelpDesk Excel reports ‒ graph www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
  32. 32. 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! Folder HelpDesk ‒ Knowledge Base www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
  33. 33. Articles can be grouped by category and type Folder HelpDesk ‒ KBase, homepage www.kalmstrom.com KBase is fully integrated in Microsoft Outlook. Folder HelpDesk works with Microsoft Office 2010 and above
  34. 34. Creator is filled out automatically when the article is posted 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. Write or paste the text here. The ticket body will be placed here when an article is created from Folder HelpDesk. Drop-downs for Category and Type Folder HelpDesk ‒ KBase article www.kalmstrom.com These two are custom fields, added easily in the KBase settings without coding. Folder HelpDesk works with Microsoft Office 2010 and above
  35. 35. www.kalmstrom.com A table of contents is generated automatically. Articles are grouped by category and type and with a collapsible outline. Uncheck the Problem category or type you don’t want to publish. Publish KBase Articles to HTML Folder HelpDesk works with Microsoft Office 2010 and above
  36. 36. Thank you for watching this slide show! You will find more information about Folder HelpDesk for Outlook at http://www.kalmstrom.com/products/F olderHelpDesk/. 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. Folder HelpDesk ‒ More info www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above

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