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Tutorial videos
Watch video tutorials that teach you how to install, configure and work with Issue Tracker system and how to get the most out of your team. 

 

Part-I: Administrative Installation & Configuration
For Helpdesk Administrator (12:19 mins)
Perform an administrative installation of Issue Tracker, choose SharePoint lists for storing the collected trouble tickets from Outlook, perform mapping between Outlook item mail fields and SharePoint list fields, control and streamline the behaviors of ticket collection techniques for all technicians etc.

Note: If this YouTube video does not work, try out one that is hosted on our site here
 
 
 

Part-II: Technician Installation & Raising tickets to SharePoint
For Helpdesk Technicians and Agents (14:26 mins)
Perform a technician installation of Issue Tracker, connect to Helpdesk Settings Data Source, raise trouble tickets from emails in Outlook to administrator defined SharePoint lists, learn how to track and deal with escalated tickets in Outlook, automate ticketing process to SharePoint, use Outlook views to organize Outlook mail items in an intuitive and informative way.


Note: If this YouTube video does not work, try out one that is hosted on our site here
 
 
 

Part-III: Editing and Searching tickets from Outlook
For Helpdesk Technicians and Agents (7:49 mins)
Learn how to edit and add new comments, time spent, rate and update the ticket in SharePoint directly from Outlook, display and work on tickets that are assigned to you, and make keyword search to tickets from the comfort of your Outlook.

Note: If this YouTube video does not work, try out one that is hosted on our site here  

 

Part-IV: Configuring a KB SharePoint list, use KB articles to reply to emails and tickets 

For Helpdesk Technicians and Administrator (5:51 mins)
Perform configuration of a SharePoint List as a repository for knowledge base articles for used by all technicians, explore how to compose new KB articles and use these KB articles, to reply to tickets and emails in Outlook.

Note: If this YouTube video does not work, try out one that is hosted on our site here

 
 

Part-V: Embedding ticket due date appointment to Outlook or SharePoint calendar
For Helpdesk Technicians and Agents (4:58 mins)
Learn how to setup automatic insertion of ticket due date appointment to the technician's mailbox calendar, when the manager assigns the technician to a ticket. Additionally, configure a common SharePoint calendar, to which Issue Tracker will add or update due date appointment of all the tickets.

Note: If this YouTube video does not work, try out one that is hosted on our site here

 
 

Part-VI: Generating Reports and Statistics
For Helpdesk Technicians and Agents (10 mins)
Learn how to generate summarized reports on support tickets based on different time interval, and analyze tickets data from the SharePoint lists in multidimensional OLAP view to extract critical information and intelligence.

Note: If this YouTube video does not work, try out one that is hosted on our site here

 
 

Part-VII: Customizing the SharePoint list view
For Helpdesk Technicians and Agents (XX mins)
Learn how to customize the view of the SharePoint list, to organize, group, filter or sort trouble tickets so as to make a particular feature of your information obvious at first glance.

COMING SOON

 

 
 

Part-VIII: Connecting Issue Tracker with Office 365 SharePoint Online
For Helpdesk Technicians and Agents (XX mins)
Learn how to connect Issue Tracker add-in to Office 365 Exchange and SharePoint Online and raise trouble tickets, assign to technicians, send out notifications etc.

COMING SOON
 

 

 

 
 
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