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Product Overview
Issue tracking and support system for helpdesk team entirely integrated seamlessly within your Microsoft® Outlook® and SharePoint®. Microsoft Office Marketplace logo
 

Team Helpdesk is an add-on solution for Microsoft Outlook and SharePoint that makes it very easy for your support team to manage support requests from your end-users submitted by email, phone calls or web. Designed in line with ITIL guidelines, Team Helpdesk enables your support staffs to log, analyze, track or escalate support requests in an organized and structured way in Outlook and SharePoint. The end result is an improved support team that utilize efficient processes for faster response and resolution time.

Highlights: (Latest version: v6.3 released on 24th November 2014 - read release note)
 

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Seamless integration with Microsoft Outlook1 and SharePoint2

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Store support tickets Exchange and in SharePoint

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Work with support tickets in Outlook or in SharePoint

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Convert phone calls, emails, appointments, tasks to support cases

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Conversation threading - Chronological arrangement of emails in single thread.

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Drag-and-drop conversion of emails to support cases

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Automatic processing of incoming support requests

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Schedule appointment, assign task in technician's mailbox

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Import callers/technicians from local address book or GAL3

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Automatic notifications of Email and SMS4 to helpdesk events

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Automatic assignment of technicians to new support cases

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Assign and enforce Service Level Agreement (SLA) on support cases

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Asset Tracking and Management

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Access control mechanism for non-admin staffs

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More than 30 Outlook views designed for different helpdesk perspectives

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Keywords and advanced search options in Outlook folder views

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Integrated statistics - Reporting, Charting, and Data Analysis

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Use Skype/modem phone to make outgoing calls

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Technician Web Access (TWA) - AJAX5 enabled ASP.NET site through which remote technicians can work on support cases with a browser.

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Customer Web Service (CWS) - AJAX enabled ASP.NET sites through which end-users can submit, escalate, withdraw, reopen or check status on their support cases online. Include a self-service web knowledge base.

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Integrated knowledge base in Outlook as well as on Web Access.

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Export cases to external database - Access®, MS SQL, MySQL, Oracle etc.

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Supports English, Español, Norwegian, Dutch, Deutsch, French, Finnish and Swedish languages

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Locking Mechanism to prevent two or more technicians working and updating the same case (and avoid nasty Exchange Conflict).

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Automatically track incoming and outgoing emails in technician's mailbox and add and update the related support case item.

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Fully supports Outlook 2010, 2013 and Office 365.

 

1 Outlook 2003, Outlook 2007, Outlook 2010 & Outlook 2013 (both 32 bit and 64 bit)

2 WSS 2, WSS 3, MOSS, SharePoint® Foundation 2010, SharePoint® Server 2010, 2012
   (Also supports SharePoint hosted in Clouds such as Microsoft SharePoint Online part of Office 365 etc.)
3 Global Address List
4 Short Messaging Service
5 Asynchronous JavaScript and XML


 

 
Languages supported


Works with
   

 


'Team Helpdesk for Outlook & SharePoint' and 'Team Issue Tracker for Outlook & SharePoint'
View Comparison

90 days trial

Extendable to another
15 days on request

Limited License (Up to 5 Technician Seats + 3 yrs Support Contract)
12
00 USD/~747 GBP/~1135 AUD/~1183 CAD


Country Enterprise License
(Unlimited Technician Seats +
3 yrs Support Contract )
2000
USD / ~1246 GBP / ~1891 AUD / ~1972 CAD


Download brochure (PDF)

License is valid life-time. However, technical assistance and free upgrades are bound to the validity of the Support and Maintenance Contract
 

Free license for Academic Institutions (Schools, Colleges and Universities) - Learn More...
50% discount for non-profit, non-academic organizations (e.g., Charitable trusts, hospitals,). Learn More...


Purpose of this add-in

 

If you and your helpdesk staffs rely on emails via Outlook as your primary support mechanism, chances of some requests getting lost in the cluttered Inbox are high. Fact is, without the proper organization and tracking capabilities in Outlook, one finds almost impossible to know when a problem has been resolved, who is currently working the issue or when the caller replied etc. Moreover, Outlook itself is highly optimized for personal email exchange, due to which it often falls short when it comes to providing a complete history of an event over time. For example, when an email has been forwarded on to another helpdesk technician, the original technician loses insight into the progress. This has a serious implication, i.e., in its original state, Outlook simply lacks the automation, reporting, reminders, and workflow to manage a support ticket request, which is critical for helpdesks looking to optimize and uniformly improve support staff and customer interactions.


Team Helpdesk System overcomes these limitations by extending your Outlook as an ideal platform to collect, track and resolve trouble tickets while sharing this information with your entire team in Outlook and SharePoint. It brings all of help desk functionalities and automation and seamlessly integrates with the easy workflow of Outlook, thereby allowing users to work in the same way they do with emails. Apart from emails, it can also integrate with fixed phones, Skype or SMS and supports relaying helpdesk response over these communication channels too.
 


 

More importantly, it can automatically process incoming support request emails to support cases, assign relevant technicians, enforce service level, set due date and send automated notifications, thereby cutting the overhead of manual tasks significantly while making it easier for team to work flexibly. The inbuilt knowledge base besides acting as an effective knowledge sharing medium, helps in improving the average 'First Call Resolution' timing significantly, as technicians find resolution to problems quickly. With the asset management and tracking module, technicians can easily view every problem and incident ever reported on a specific asset.
 

 

Benefits for your organization

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Work on support cases in your Outlook as if you would work on emails

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Technician Web Access - work on support cases via a browser

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Single enterprise-wide view of support cases, callers and problems

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Little or no training requirement on the part of your support technicians

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Centralized data storage on Microsoft Exchange - enable collaboration

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Enable integration with Active Directory

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Common point-of-call for your end-users

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Structured workflow for all helpdesk activity

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Automate support request logging and notifications - no manual tasks

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Higher productivity and increased "up-time" for support staffs

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Organized state of cases means faster tracking requests

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Identify problem areas and increase helpdesk efficiency

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"Do more with less" - affordable one-time fee with enterprise license

 
Benefits for your end-users
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Always in communication loop via automated email/messaging

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Caller Web Access - create, track, escalate or withdraw support request

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Inspires confidence to the helpdesk service

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A self-service knowledge base that act as first level support

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Check on the progress or status of the case via web

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Request support in a standardized way through structured web form

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Case get resolved in a timely manner and hence customer satisfaction

 

'Ongoing Cases' folder in Outlook 2010, with cases grouped by technicians, one of many specialized views available.

 

The same support cases are also available in a configured SharePoint list .

 

The support case form in Outlook 2010 is laid out in sections and information is organized in a very intuitive way for easy access.

 

The conversation threading tab provides a single consolidated view of all conversations on the particular support request:


The support case form in SharePoint - Support case information are stored in both Outlook and SharePoint.

 

Team Helpdesk Settings menu in backstage view of Outlook 2010 lists all the administrative settings and configuration tools.

Click here for more illustrations and screenshots

Learn more...

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Helpdesk ticketing in Outlook & SharePoint

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Log in cases from varied sources

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Automatic emails to support cases

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Support Request form in Outlook & SharePoint

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Conversation Threading - Get the Complete Picture

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Assign technicians to cases on the fly

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Find information at your finger tips

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Integrate a HTTP gateway or Skype for SMS

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Make calls via Skype or phone

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Send automatic notifications

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Technician Web Access

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Knowledge base

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Customer Web Service

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Asset tracking & management

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Summary Reports and Statistics - Reporting, Charting, and Data Analysis

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Outlook views

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Export cases to a database of your choice

 
 
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Microsoft and the Office logo are trademarks or registered trademarks of Microsoft Corporation in the United States and/or other countries.  
 
 

HD Video Demos and TutorialsNew!

Quickly learn how to install, configure and work with Team Helpdesk and how to get the most out of your support team!

 

Leverage Outlook

Team Helpdesk extends your Outlook to collect, track and resolve support cases while sharing this information with your support team. Work on support request cases in the same way you do with emails.

 
Leverage SharePoint
Team Helpdesk syncs copies of support tickets from Outlook/Exchange to a configured SharePoint list, along with the meta data used in helpdesk forms. This allows you to work on support requests in SharePoint.
 
Leverage Exchange
Team Helpdesk makes use of an exchange mailbox or public folder to centralize data storage and for efficient collaboration -  enabling  interaction with Active Directory, Global Address List and folder permissions.
 
Leverage the Web
Whether at your office, at home, or away on business – you have the security of knowing that you are just a web browser away from logging into your Team Helpdesk system.
 

 

Looking for group ticketing helpdesk based on Outlook & Exchange?

Try
Team Helpdesk
for Outlook

Designed for teams to log, analyze, collaborate and track support requests in an organized and structured way in Outlook

Latest Blogs
latest news from
bahrurBlog
A better way of pushing your emails to SharePoint
A core issue that many IT administrators and power users face towards integration of Outlook/Exchange and SharePoint – the ‘incompleteness’ of the captured Outlook data in SharePoint... (8th December '13) 
 
Finally we’re there! Team Helpdesk with Outlook 2013 and 64 bit support
I am very excited with the plethora of features and enhancements possible with the new Team Helpdesk platform. And I hope to hear from you what you think of the new version in terms of features and usability..(14th Aug'13) 
 
Building solutions that work on both 32 bit and 64 bit native Office version
Today, 64 bit processors are found in most of our consumer and business systems. Because of its inherent capacity to support more virtual and physical memory than 32-bit ones..(18th Feb'13)

 

Leverage the web with
Team Helpdesk Web Service

With the Technicians Web Access site, remote technicians can simply log on to Team Helpdesk system via a web browser, to work on their assigned support cases.  Furthermore, on the Customer Web Service site, end-users can submit  new support requests via a web form, check status, or search through the knowledge base for first level support.

 

Extract Business Intelligence
from your Helpdesk

With the inbuilt statistics, support cases data can be displayed in grids, charts and graphs, enabling helpdesk managers to evaluate the performance of the helpdesk and in-turn ensures timely decision making for improved service.