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Team
Helpdesk for Outlook & SharePoint |
Team
Issue Tracker for Outlook & SharePoint |
Tickets Storage & Repository |
Tickets are
raised from emails and stored in an
Exchange folder (in the Team Helpdesk
> Ongoing and Resolved Cases folder).
Copies of the tickets are then synced
later on to an admin specified
SharePoint list. |
Tickets are
raised from emails in Outlook directly
to one of the many SharePoint lists that
helpdesk administrator might have
configured. |
Multiple SharePoint lists |
Administrator will be able to configure
a single SharePoint list only, where all
copies of the tickets logged in Team
Helpdesk Ongoing Cases subfolder will be
stored. |
Administrator can configure multiple
SharePoint lists, such that individual
technician can choose where to raise the
ticket from an email in Outlook. This is
ideal, if you have multiple departments
or teams. That way, each department or
team can make use of their own
SharePoint list. |
Knowledge Base Repository |
Knowledge
base articles are stored in an Exchange
folder (in the Team Helpdesk > KB
folder) and also in a dedicated
SharePoint list. |
Knowledge
base articles are only stored in a
dedicated SharePoint list, and yet they
are accessible from within Outlook (so
that technician can choose one and
insert to an outgoing email reply in a
single click) |
Inserting KB article to email reply |
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Office 365 Exchange Online Support |
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Office 365 SharePoint Online Support |
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Automatic Ticketing |
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Automated Email Notification |
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Mobile SMS Notification |
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Making phone calls to contacts directly
from the ticket form |
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Assets List and Tracking |
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Integration with Outlook address book |
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Due Date Lapsed check and notification |
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Service Level Agreements |
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Summary Reports and OLAP Statistics |
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Web Access sites for Customer and
Technician |
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Support and Free Upgrades |
3 years |
3 years |
Cost (One-time license fee) |
2000 USD
for Country Enterprise License
3500 USD for Global Enterprise License
(Both Unlimited Seats) |
2000 USD
for Country Enterprise License
3500 USD for Global Enterprise License
(Both Unlimited Seats) |
Database Requirements |
Requires a
dedicated Database (Microsoft Access or
SQL Server) to store the helpdesk
settings, drop down lists, templates and
other data. Hence, all helpdesk staffs
require access to a shared local network
folder/connection.
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No external
database required. Helpdesk settings are
stored on a dedicated SharePoint list 'TeamIssueTrackerSetings',
accessible to all helpdesk staffs,
regardless of the geographical location
and networks.
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Remarks: |
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Ideal
for helpdesk team working from
within a particular geographical
location and having access to a
dedicated database on a local area
network.
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Opt for
this product, if you want a fully
featured helpdesk system with
tickets stored on Exchange folder,
and the ticketing logic centered
around Microsoft Outlook.
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Team
Helpdesk is designed for an exchange
environment where all the team
members have their own mailboxes,
and also have access to Public
folders or a shared mailbox folder,
where the Team Helpdesk folders such
as Ongoing Cases, Resolved Cases,
KB, Schedules, History etc. are
placed, as a way to store tickets
centrally accessible to all team
members. The core design philosophy
in Team Helpdesk is centered around
the usability of Outlook and the
collaborative feature of the
Exchange mailbox and Public folder.
And it is expected that, most
technicians would primary work on
their assigned tickets from their
Outlook. SharePoint integration is
just limited to storing copies of
the tickets, in an admin configured
SharePoint list so that remote
technicians who do not have access
to their Outlook can refer to their
tickets when required. The copies of
the tickets in this SharePoint list
can also be available to
stakeholders and other associates,
for references. However, the syncing
of ticket copies is only one way -
from Outlook to SharePoint and not
vice versa.
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Ideal
for any helpdesk team, working from
from the same or different
geographical locations or regions.
Because there is no requirement to
have access to local network or
database, technicians can be
scattered anywhere around the globe,
and still work with Issue Tracker in
Outlook.
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Opt for
this product, if SharePoint is to be
the central place where your
helpdesk team will be working and
collaborating on trouble tickets.
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Issue
Tracker in Outlook will work from
Exchange as well as from
non-Exchange environment such as POP
or IMAP accounts. However, on
Exchange environment (that is, when
Outlook is connected to an Exchange
mailbox), Issue Tracker can make use
of the Global Address List (GAL)
from which caller information can be
extracted or technician chosen for
assigning to a ticket.
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Issue
Tracker is designed keeping in mind
the requirement to update the ticket
in SharePoint list with the multiple
tier of email or phone
communications that might take place
in Outlook, back and forth between
the helpdesk and the caller. The
idea is to provide helpdesk staffs
an easier way to raise ticket to
SharePoint from support request
emails in Outlook. And then to
enable automatic tracking of the
subsequent email responses sent to
the caller, or email replies
received from the caller and keep
the conversation and other
information up-to-date in the ticket
in SharePoint.
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Support
staffs can work on their assigned
tickets by opening the SharePoint
site in their web browser. However,
if they want more control, and get
most of the helpdesk workflows and
notifications, they can opt to work
on their assigned tickets directly
from the comfort of Outlook with
Issue Tracker add-in installed. In
fact, they hardly will find the need
to work in their web browser, as
Issue Tracker add-in integrates the
logic to raise, update, resolve,
reopen or comment tickets (stored on
SharePoint) directly from Outlook
seamlessly.
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