Watch video tutorials that guide you on 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 (18.12 mins) Perform a managerial installation of
Team Helpdesk, choose a database option, set Exchange folder permission, configure
technicians, callers, problems, asset and custom fields drop down lists.
Import contacts from GAL/address books.
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here
Technician
Installation & working with support cases For Technician/Helpdesk staff
(26 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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here
Automation & Advanced
Features For Helpdesk Managers (16.16 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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here
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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here
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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here
Generate
Reports and Statistics For
both Helpdesk Managers (18.10 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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here
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.
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here
Technicians Web Access site For both Helpdesk Managers & Technicians (16.20 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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here
