Mature add-in
Folder HelpDesk for Outlook was one of my first Outlook add-ins, created for a Swedish company more than 15 years ago. Soon after that I made Folder HelpDesk a standard product, and today companies and organizations all over the world use Folder HelpDesk to keep track of issues and support cases.
Tickets list in Outlook
Folder HelpDesk has a lot of useful features and can be highly customized, but the base is the ticket list in Outlook. When you install Folder HelpDeskin a shared mailbox or public folder, a team can cooperate on the tickets. These are created directly by team members, converted from e-mails or fetched from a web form. The demo below gives a general introduction to Folder HelpDesk.
Users can see the tickets in various ways. They can group the tickets by one of the ticket parameters, for example Caller, Responsible or Status, and have colorful overviews in the kanban, month or pie chart views.
Month
The Month view can be displayed as a timeline or as a calendar. The image above shows the timeline. Both the timeline and the calendar show the tickets as time slots from start to due date, and the slots are color coded by either incident type or responsible.
Pie
In the Pie view, each incident type is represented by a pie chart, and each slice shows a status value. The size of the slice depends on how many tickets have this incident type and status.
In the kanban view the tickets are displayed as color coded cards on a kanban board, where each status value is visualized as a phase. The tickets can be dragged and dropped from one phase to another, and the status value will be changed automatically. If you have added a custom field to the ticket form, the tickets can be grouped in lanes by this custom parameter.
Kanban Task Manager features
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Peter Kalmström
CEO and Systems Designer
kalmstrom.com Business Solutions
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