Public Folder HelpDesk

If you're looking for a way to collaborate on helpdesk tickets inside Microsoft Outlook, you might want to check out this useful software. With it, you can create tickets from e-mail or webform, either manually or automatically. What's more, you can attach files and rich text to each ticket, ensuring that the relevant information is always at your fingertips.

For new tickets, you can get information from the Outlook contacts or the GAL, making it easy to add details to your tickets with minimal effort. Open tickets are stored in Outlook and in an Access or SQL database. Closed tickets, on the other hand, are retained only in the database but can be searched and reopened in Outlook if needed.

Mail conversations can be tracked, which is great for keeping everyone in the loop. Plus, there's a powerful, integrated Statistics tool that facilitates business intelligence. With the report generator based on MS Excel, you can build and share custom reports with co-workers. And, there's a knowledge base included as well.

One of the best things about this software is that the databases are open, which means you can build any kind of custom reports or additions to the tables. Additionally, there's an open webform for receiving support questions online. The ticket form is in HTML and also easy to customize.

This software is suitable for both in-house and outsourced helpdesks, and can also be used for other types of issue-tracking and incident management. Plus, you can try it out for free for 30 days! There's extensive documentation available, including video demonstrations and downloadable manuals and slideshows online.

To use this software, you'll need Outlook 2003-2010. It's available on subscription for $150 per month, which includes access to all kalmstrom.com products and an unlimited number of users. Overall, if you're looking to collaborate on helpdesk tickets in Outlook, this software is definitely worth considering.