Email Ticketing with Outlook Helpdesk Add-in

Turn your Microsoft Outlook to an incident management and ticketing system. Log, analyze, track, collaborate and escalate support requests in an organized way in Outlook. Discover effortless customer support with Outlook helpdesk plug-in.

Highlights:

  • Convert emails to cases, assign to technicians in Outlook.
  • Automatically process incoming requests to cases.
  • Automatically notify alerts on helpdesk events.
  • Import callers/technicians from local address book.
  • Centralized helpdesk administration.
  • Schedule appointment, assign task in technician’s mailbox.
  • Assign and enforce Service Level Agreement on cases.
  • Deploy any number of custom fields.
  • Asset Tracking and Management.
  • Integrated statistics – Reporting, Charting, and Data Analysis.
  • Integrated knowledge base in Outlook and on the web.
  • Use with a public folder or a shared mailbox.
  • Technician and Customer Web sites.
  • Additionally store cases in a SharePoint list.
  • Seamless Integration with Microsoft Outlook (2010, 2013, 2016, 2019).
Available in multiple languages:
English Norway Germany France Dutch Spain Swedish Finland Danish Portugal
Works with
Office 2019  Office 365
If you and your helpdesk staffs rely on emails in Outlook as your primary support mechanism, chances of some requests getting lost in the cluttered Inbox are high.

Why use Outlook Helpdesk add-in?

In the first place, it is difficult to know when an email has been marked completed, who is currently working on it, or when a reply was received. Because Microsoft Outlook lacks the proper organization and tracking capabilities.

Moreover, Outlook itself is highly optimized for personal email exchange. As a result, it often falls short when it comes to providing a complete history of an event over time. This has a serious implication. Chiefly, Outlook simply lacks the automation, reporting, reminders, and workflow to manage a support ticket request. For this reason, our helpdesk add-in is designed to overcome this limitation by extending the functionalities of your Microsoft Outlook for email ticketing.

Outlook Helpdesk add-in is designed to collect tickets from emails, track and resolve issues within stipulated time, while sharing this information with your entire team.

Email tracking in Outlook Helpdesk app

In particular, it automatically processes incoming requests, assign technicians, enforce service level, set due date and send automated notifications. Consequently, this removes the overhead of manual tasks significantly, while making it easier for team to work flexibly. Moreover, the inbuilt knowledge base acts as an effective knowledge sharing medium for all members.

Additionally, it also helps in improving the average ‘First Call Resolution‘ timing significantly, as technicians find resolution to problems quickly. In like manner, with the asset management and tracking module, technicians can easily view every problem and incident ever reported on a specific asset.

Helpdesk add-in makes the process of submission, assignment, tracking and fulfillment of support requests very easy inside Outlook. The benefits are many:
  • Work on support cases in your Outlook, as if you would work on emails.
  • Single enterprise-wide view of support cases, callers and problems.
  • Little or no training requirement on the part of your support technicians.
  • Common point-of-call for your end-users.
  • Automate support request logging and notifications – no manual tasks.
  • Always in communication loop via automated email/messaging.
  • A self-service knowledge base that act as first level support.
  • Higher productivity and increased ‘up-time’ for support staffs.
  • Identify problem areas and increase helpdesk efficiency.
  • Always in communication loop via automated email/messaging.
  • A self-service knowledge base that act as first level support.
  • Request support in a standardized way through structured web form.

How It Works - Outlook Helpdesk Add-in

Create a database for Outlook Helpdesk add-in

After the manager add-in is installed, administrator needs to choose an external database that will be used to store all settings and templates. Supported database options include Microsoft Exchange, Microsoft Access, Microsoft SharePoint, SQL Server, Microsoft Azure (cloud SQL server).

Database option available with Outlook helpdesk add-in

Configure settings for Outlook helpdesk add-in

With the administrative panel, you can customize drop-down lists, edit email templates, canned replies, messaging options, web access etc. This configuration, together with the helpdesk add-ins, streamlines the behavior on how all technicians work on support cases in Outlook.

Outlook Helpdesk Administration panel

Additionally, administrator can set the helpdesk add-in to monitor mailboxes and email folders, for automatic processing of incoming emails to cases. In particular, this cuts the overhead of manually generating cases from emails.

Install Outlook Helpdesk Agent add-in

In general, each technician of the helpdesk who would work on support cases needs to install the Agent add-in. After a successful install, you will see namely, the menus, toolbars or ribbons in Outlook.

Outlook Helpdesk Agent add-in menu

Note: It is important to realize that, administrators also need to install the agent add-in, if they have to work on support cases themselves.

Convert support request to a ticket

In the first place, an end-user seeks request for support, by sending an email, by making a phone call or simply, by filling a web form. Eventually, the add-in will process and convert this support request to a case in Outlook.

Convert an email to a Case using Outlook Helpdesk add-in

To begin with, a supervisor or manager sets certain details of the case, such as, the classification of problems, assignments of technicians etc.

The case form in Outlook

Assign case to Agents

Typically, a manager assigns the best technicians to the case for fulfillment of the service and speedy resolution. Furthermore, in the helpdesk settings, administrator can link and associate individual technician to a caller, or to a problem type for automatic assignment to a case.

Agents assigned to the case for resolution

Consequently, assigned technicians then get notified through an automated email or SMS. On the other hand, the add-in puts up an entry of the due date of the case into the personal calendar of the technicians’ mailbox.

Technicians work on their assigned case

Assigned technician proceeds to fulfill and resolve the case in Outlook. Further correspondence to the caller in the form of emails, SMS or phone calls are automatically logged as case information. Technician can fill time spent and assign additional technician if needed. In particular, fixes and resolution related to the issue are entered into the case.

Outlook helpdesk add-in auto-process escalates emails from caller

Once a case number is allotted, caller can escalate or reply back to the helpdesk for further assistance or information to their issue. And when such as response is received at the helpdesk, the add-in automatically processes and updates it to the case. In addition, the add-in also notifies the assigned technicians automatically. For one thing, if the case has been already resolved, the add-in automatically re-opens and marks it as an ongoing case.

Consolidated Conversation of a case arranged in hierarchical order

Mark case as complete

Once every parameter of the caller’s request has been fulfilled, a case can be closed. The closed case is then moved to the Resolved Cases folder. At the same time, the caller gets notified automatically on the closure of the case.

Mark a case as completed

Add resolution to knowledge base bank

A completed case can be a good source of future reference. As such, you can create a new knowledge base entry based on that case. As a result, it is then available in the list of articles under the integrated knowledge base, categorized and sorted, ready for your technicians to draw from when similar issues arise. Furthermore, the administrator can publish these articles on to your website, for providing first level support to potential support requests from end-users.

The knowledge base articles in Outlook Helpdesk

Run reports and statistics

To identify problem areas and increase helpdesk efficiency, manager can generate meaningful reports, to collect valuable intelligence and trends of the helpdesk. For instance, the number of cases opened last week, cases resolved this week etc.

Summary Report generated from Outlook Helpdesk

Archive old, resolved cases

Over time, support cases, mostly resolved cases, will fill up the Helpdesk folders. Managers can archive the old cases to a PST file. As a matter of fact, archiving periodically keeps the exchange folder from getting too big and unwieldy, which could cause Exchange/Microsoft Outlook performance to slow down.

Archive old, resolved cases in Outlook Helpdesk

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