Outlook Help Desk for Service Providers
Utilities
- Report Builder
An important part of running a Help Desk is to track performance and identify problem areas. Our Report Builder allows you to export open and completed Tickets for this type of analysis.
Report Builder exports ticket data to an Excel spreadsheet or comma-delimited Text file based on the filtering criteria you select. The export can be filtered by date, status, priority and 11 other fields. After the export is run, the output file can worked with as is or imported into a database.
Outlook Help Desk comes with several report templates already configured and many more can be created as needed. You can have daily, weekly and monthly reports ready to go at the click of a button.
More information is in our "Reporting and Searching" white paper.
- Knowledge Base
The Knowledge Base provides a valuable and easily accessible repository of information on Help Desk issues and fixes. Help Desk staff and users can use the articles to help them speedily find solutions. The Knowledge Base is an integrated with the Outlook Help Desk system, using the same Problem Categories and Types for sorting articles. New articles can be created from tickets with the click of a button.
- List Manager
With List Manager, you can control the contents of ALL the list boxes on the Help Desk Ticket forms. You can change them at will and at your convenience. The boxes are:
- Problem Category
- Problem Type
- Priority
- Maker/Model
- Operating System
- When Needed
- Ticket Colors
The Ticket Colors utility allows you to change the colors of the Help Desk Tickets and the Assigned tickets on the fly. Great for making the forms match your preferred colors. It also allows you to change the title of the tickets.
- Automatic Notifications
Automatic Notifications allows you to designate email addresses that will receive notification every time a new Help Desk ticket is created in the Help Desk folder. The message can be sent to any pager or cell phone that accepts email. This significantly improves your response time and effectiveness.
Automatic Notifications allows you to set a separate address for tickets marked Emergency or High Importance. This allows you to respond quickly to critical issues.
- Sequential Numbering
Help Desk Tickets are numbered sequentially when the ticket is assigned. This numbering can be controlled by you. You can change the ticket numbering sequence, reset the numbers, and add a prefix and suffix if desired.
- End User and Help Desk Mode
You can set the default mode of the Help Desk tickets as either "end user" or "help desk". End User mode allows your users to enter tickets and submit them to the Help Desk for review. Help Desk mode allows the Help Desk staff to enter and assign tickets directly. This mode can also be changed directly on each Ticket under "Ticket Source".
