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For new technicians, especially for those with less or no experience with Outlook, initial interaction with the system would be a learning curve. Moreover, to cash in the advanced helpdesk features and automation settings, it would be imperative for IT managers to understand technology thoroughly, and what all it can do and its limitations.
 

Additional Information and Resources
We strive to provide as much as information here in this section, in the form of external links, special articles, knowledge base, white papers, PDF downloads etc. The following lists all published documentation on Team Helpdesk system with Outlook. Each of the documentation is available in multiple formats such as Adobe portable document format (PDF*) or an online HTML version.
 

Help Manuals
This is an elaborate documentation that will guide helpdesk managers and technicians alike how to install, configure, and work with support cases in matter of minutes.

 
Manager Manual (PDF)
Agent Manual (PDF)
 

 

Installation & Configuration
A step-by-step guide for helpdesk administrators/managers to configure an Exchange public folder or mailbox or local PST to be used with Team Helpdesk system.

 
Managerial Installation Guide (PDF)
Agent Installation Guide (PDF)
 

 

Setup Technician Web Access (TWA)
A guide on how to configure the TWA website and allows remote technicians to work on support cases via a web browser.

 
TWA Setup Guide (PDF)
 

 

Setup Customer Web Service (CWS)
A guide on how to configure the CWS website and allows end-users to find answers to their problems via the knowledge base or submit new support request and for existing callers to self-service on their support cases.

 
CWS Setup Guide (PDF)
 

 

*Before attempting to read PDF file, you will need to have the Adobe Acrobat Reader installed (download Acrobat Reader ). The free Adobe Acrobat reader will allow you to view and print PDF files.

 
 
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