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Tutorial videos
Watch video tutorials that teach you how to install, configure and work with Team Helpdesk system and how to get the most out of your helpdesk team using the advanced automation options. 

 

 

Managerial Installation & Configuration
For Helpdesk Managers (21.40 mins)
Perform a managerial installation of Team Helpdesk, choose a database option, configure technicians, callers, problems and asset drop down lists, specify a SharePoint list each for storing copies of support cases and KB articles, from Outlook to SharePoint. Map fields between Outlook and SharePoint.

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Client Installation for Technician & working with support cases
For Technician/Helpdesk staff (28.47 mins)
Perform a client installation of Team Helpdesk, generate support cases from emails, understand how to use the support case form and conversation threading in Outlook, learn the many ways of responding to the caller from the form. Try out free text search in the support cases folders, use Outlook views to organize and structure cases in an intuitive and informative way.


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Automation & Advanced Features
For Helpdesk Managers (16.45 mins)
Configure Team Helpdesk to monitor email folders and mailboxes to generate support cases automatically from incoming emails, Automatic assignment of technicians, problem categories and SLA, Specify a dedicated account to be used by Team Helpdesk for all Outgoing emails, Maintain schedules for due dates, Enforcing Service Level Agreements.


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Conversation Threading, tracking email history on a support case and email preview
For Technician/Helpdesk staff (6.13 mins)
All email communications received or sent (either sent manually or automatically) are processed to form a consolidated hierarchical view in the case body. Simply click a particular email item to automatically preview the content in the 'Email Preview' tab of the Support Case form in Outlook.


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Automatic assignment of technician, service level etc. on new cases
For Helpdesk Managers (6.13 mins)
Automatic assignment of a Technician, Problem Category or Type, and Service Level to a support case generated from a monitored folder or mailbox


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Generate Reports and Statistics
For both Helpdesk Managers (12.40 mins)
Generate summarized and aggregated reports on different time interval, analyze timesheets data in multi-dimensional view with OLAP Statistics and Reporting tool, export to Excel, PDF, XML or HTML and extract business intelligence.


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Customer Web Service site
For both Helpdesk Managers & End-Users (16 mins)
Setup and configure an ASP.NET website for Customer Web Service in IIS Web Server, publish KB articles to the web, allow end-users to submit support requests directly to Team Helpdesk using a web form, and track status of support cases.


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

 

 
 

Technicians Web Access site
For both Helpdesk Managers & Technicians (16.24 mins)
Setup and configure an ASP.NET website for Technicians Web Access in IIS Web Server. Work, resolve or re-open your support cases in a web browser. Reply to emails to caller, take delegation authority on other technician's cases.


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