Published: 13th August 2013
Last Updated: 8th January 2014
What's new in 8?
Supports Microsoft Outlook 2013.
both 32 bit and
64 bit Microsoft Outlook. Team Helpdesk can be
installed and used from Outlook 2003 SP2,
Outlook 2007, Outlook 2010 and Outlook 2013
(both 32 bit and 64 bit)
Case and KB forms based on .NET WinForms are
used. This provides us with the prospect to
utilize a number of features rich advanced
controls available in .NET framework. What
this translates for you is a very user
friendly case form in Outlook with quicker
access to information than never before.
Until the last version, Team Helpdesk
continued to use Outlook based customized
forms in the Ongoing Cases (Outlook message
Resolved Cases (Outlook message class:
IPM.Post.AMTSupportCase.Closed) and KB
(Outlook message class:
All new 'Case Preview' form show all the available helpdesk
fields including custom fields. Additionally, you
can now see all the emails related to that case
directly in the preview form. And you can reply or
forward or send a KB directly without opening the
To Edit?' is an option available under
the case form. This shows you who else
(other agents/technicians) currently have
that particular case opened in the inspector
window of their Outlook. If you know,
Exchange conflict on public or shared items
occur when two or more users have
concurrently edited and made changes to the
items. To avoid this scenario at the first
place, now you can make sure no other agents
have the particular case opened before
making changes and saving it. (And it is
much easier to communicate with other agents
say, to close the inspector window if you
are about to make changes to it). This is
just one of the simpler way we have devised
in the new version of Team Helpdesk to avoid
multiple agents from editing the same case.
fields 'Total Emails' (Outlook name:
Case.TotalEmails) and 'Total
Non-Auto Emails' (Outlook name:
Case.TotalNonAutoEmails) are added to
the Ongoing/Resolved Cases folders. These
variables store the total number of emails
(from the History folder) associated with
the case. These two fields can be used in
Outlook Views to show the emails count of
each case. These are also available in the
Summary Reports and OLAP Statistics tools.
If you have installed Team Helpdesk version
8 fresh, you will find some new pre-defined
Outlook views that already use these new
fields 'Total Emails' and 'Total Non-Auto
list, the company field is converted to a
drop down list, and all the companies can be
defined beforehand. You can also define
hourly rate, prefix code, default
technician etc. So from the case form in
Outlook, you can now assign the default
technician associated the caller company by
checking 'Apply Default Technician'
option (just below the company drop down
control). In future version, provision would
made to automatically assign the default
technician to a case based on the company
domain of the sender. Team Helpdesk
Manager > Callers List.
Create any number of
Allotment notification templates. And choose the specific
allotment when a case is raised but before the
notification is send out. Team Helpdesk Manager >
Templates Manager > Allotment Templates
tab. You can also set the default allotment
to use under Team Helpdesk Manager > Case
Options > Default Values.
Ability to specify a different auto-response
for each monitored mailbox. For instance, if
someone sends an e-mail to UK.Support@myCompany.com,
you would want to inform the customer that
their e-mail will be responded to within 2
hours between 9am and 5:30pm UK time. If
they send a new case to US.Support@myCompany.com,
you can inform the customer that their
e-mail will be responded to within 3 hours
between 9am and 5:30pm Eastern Standard
Time. You can define different auto-response
allotments under Team Helpdesk Manager >
Templates Manager > Allotment Templates.
Options for Team
Helpdesk Agent add-in to monitor the secondary mailboxes
for auto processing of incoming or outgoing emails
(related to existing cases) received or sent from
those accounts. In the previous version, only the
default primary mailbox was available for
auto-monitoring by Team Helpdesk Agent add-in.
The Team Helpdesk Agent tool stores the helpdesk
settings and data locally as cached data. This
enables the agent add-in to operate in cached mode
without needing to connect to the network helpdesk
database (Access or SQL server). What this means is,
if the agent is disconnected from the network (i.e.,
the helpdesk database is unavailable, he or she can
still work with most of the helpdesk operations in
Outlook without being interrupted.
We know, in the
previous versions, how difficult and cumbersome it
change the logo used in the case form. So, we have
simplified the steps and now, all you need to do is
to specify your logo image file from a network folder or from web.
For more, refer to Team Helpdesk Manager > Case
Options > Others tab > Substitute the logo with your
Add attachments to the allotment and closure
notifications templates. Team Helpdesk Manager >
Notification Options > Attachments tab.
Auto-check for new versions on Outlook startup
New folder 'History Resolved' added. This stores all
the emails belonging to resolved cases. With version
8, emails for ongoing and resolved cases are stored
separately. This is to optimize the loading speed of
the case and also to ease archival and deletion of
old emails (for resolved cases).
'Last Modified By' field
stores the last agent/technician who had worked and
modified on the case.
Unlimited custom fields of different data types.
You can use the following data types:
Text, Number, Currency, Yes/No, Date/Time,
Note, List. All defined custom fields
are available in summary reports and OLAP
Statistics tool. Team Helpdesk Manager >
New Summary reports tool allows for three modes of
views or editing. Read-only, Editable and
Excel like Grid.
Export reports to Excel or text files.
Duration' variable added in Summary Reports and
OLAP Statistics. It is the duration when the support
request email or call was received and when the
first response (by agents) was made. Automatic
notifications send to callers are not counted. Only
when someone manually response to the caller via the
case, will the first response time logged to that
case. You can use the 'First Response' field
to see the exact date/time it was made.
problem types for all Problem categories. If
you want each Problem Category to have the
same problem type, just leave the problem
category empty in the Problem Types list.
Team Helpdesk Manager > Problems List.
Status of Technicians - besides the
version number of the Team Helpdesk
installed, it shows the logon timings (to
Outlook) of the agents, as well as the cases
currently opened by the technicians/agents.
Option to hide all the toolbars and ribbons
in the inspector window of the email,
appointment, contact item. Check
toolbars/ribbons in inspector window' option
under Team Helpdesk Agent > Personal
Settings > User Interface tab.
Improved Search Cases tool. Drop down lists
such as Callers, problems. technicians are
sorted alphabetically. You can sort the
search results by clicking the individual
column header of the list box.
What features are depreciated in version 8?
Export cases to database
Assets fields in TWA/CWS sites
Custom fields in TWA/CWS sites
Outlook based case forms
Phone Calls via attached modem (COM ports)
SMS HTTP Gateways
Update of 8th January 2014 (v188.8.131.52):
Fixed the bug where all cases are displayed when using 'Cases Ongoing' report in Summary Report tool
Fixed the date format display bug in Summary Reports
Fixed the bug where the Grid tab displays certain records, whereas the other HTML tabs display none when applying a filter to Summary Reports
Update of 11th November 2013 (v184.108.40.206):
SharePoint as one of the database option for
storing the helpdesk settings and other global
configuration data. Team Helpdesk Manager >
Helpdesk Settings Data Source.
When a new
case is generated from an email, Team
Helpdesk can now automatically assign the
technician associated with the sender's
email domain name to the new case. For this,
you will need to define default technician
of the company as well as the domain name of
the company under Team Helpdesk Manager >
Callers list > Company tab (right
section). And you will also need to enable
the option 'Automatically assign
technician associated with the sender's
email domain name to the new case'
under Team Helpdesk Manager > Case
Options > Other Options tab.
If a problem type value exists in an email subject and if a new case is raised from the email, Team Helpdesk will automatically assign the default values associated with that problem type to the new case. You can control this behavior (enable/disable) from Team Helpdesk Manager > Case Options > Other Options tab > 'if a problem type exists in the email subject, automatically assign the related default values to the new case.
If your helpdesk is
set to use Exchange/Outlook database, you
might not be able to save the companies data
under Team Helpdesk Manager > Callers List.
This is fixed in this update.
Under Team Helpdesk Manager > Email
Monitoring and Automation panel, when you
add a new mail folder for automation, it
might not save the default values for
problem, status or technician or the
allotment template. This is fixed in this
When running Summary Reports, if there are more than 500 records in the report, it only shows 500. In this update, the maximum records supported to 20,000.
Update of 20th August 2013 (v220.127.116.11):
If you had missed or skipped one of the
upgrade step, particularly the one with the
upgrade of the existing cases items, you may
find a scrip error or malicious error from
Outlook when opening an existing case item.
And after you had clicked 5-5 times OK, you
see the old form (on the right side) and the
new form on the left side. In this update of
Team Helpdesk (version 18.104.22.168), you can
fix this error by opening that particular
case item and then making some changes (any
changes such as adding an empty white space
to the subject of the case) and then saving
that case (by clicking the 'Save & Exit'
button) so that it forces Outlook to trigger
a save action on that item. At the same
time, Team Helpdesk Agent add-in will
upgrade that case item so that it discards
the old form. When you open this particular
case the next time, you should not get the
script/malicious error message box and the
old form should be gone.
If you have
configured Team Helpdesk Manager to monitor
the mail-enabled 'Ongoing Cases' folder for
automation, when new emails are received, it
does not process them. Only when you start
Outlook are the emails (already in the
Ongoing Cases folder) processed. This is a
bug in early release of version 8 and has
If your Team
helpdesk is set to use the Exchange/Outlook
database option, you may experience a trial
end message once you open any case item or
create new one. Only after Outlook restart,
it again recognizes the license. This is a
bug with the earlier build of Team Helpdesk
version 8 and has been fixed in this update
When you click the
button 'send an allotment notification to
the caller' (located next to the 'Allotment
Template' control) in the case form, you may
get an error with 'object not set to an
instance of an object'. This has been fixed
in this update.
When you save a case after making some changes, you may see an error message about not having adequate permission to save the item. However, cancelling that error saves the case item anyhow. This has been addressed.
Update of 12th August 2013 (v22.214.171.124):
When you try to set Team Helpdesk Manager to
monitor a mailbox, say 'Support' for
automation and if there are other
mailboxes/accounts having similar names such
as 'IT Support' or 'Support HRM', Team
Helpdesk Manager fails to get a proper
handle of the mailbox because of Exchange
names resolution issue. Due to which, in
previous versions, either you have to use a
unique account name or simply select the
Inbox folder instead. This limitation is
overcome in the new version and Team
Helpdesk will automatically resolve the name
by matching the SMTP address. This same
scenario holds true when you set Team
Helpdesk to send outgoing emails from a
common account (under Team Helpdesk Manager
> Advanced Options) and there are other
accounts with similar sounding names, Team
Helpdesk failed to send out from that
have the Technicians Web Access (TWA) or
Customer Web Service (CWS) sites configured
in your IIS server, and your end-users or
remote agents are unable to post new cases
from the web. When user/agent presses the
'Submit' button from the CWS/TWA page, it
redirects to the same page with the error
message 'Description field is mandatory'.
This is due to incompatibility of the newer
web browsers (such as IE 9/10) with the
WYSIWYG HTML editor control that we use in
the TWA/CWS sites. With this new version, we
have discarded the old HTML control and
employed a newer one that works with the
latest browsers. The new files for TWA/CWS
can be found in the TWA.zip and CWS.zip
files of the Team Helpdesk Manager
need to work on a resolved cases, often you
find yourself going to the 'Resolved Cases'
folder, finding the case and re-opening it,
then having to navigate to the 'Ongoing
Cases' folder and again finding the case
that was just re-opened. Well, we have
finally managed to fix it and it is much
simpler now with the inspector window
immediately opening with the re-opened case.
Added support for assigned an empty due date
on new or existing case.
This error report
had been fixed:
This error report
had been fixed:
This error report
had been fixed:
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