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Knowledge Articles
Below are knowledge articles including lessons learned to effectively use helpdesk add-in, as well as solutions and answers to technical issues and questions related to the app.
- Benefits of using a helpdesk based on Microsoft Outlook and Exchange
- How to resize the case form in Outlook
- How to fix the error ‘One or more items in the folder you synchronized do not match.’
- Using Microsoft Azure database for storing Team Helpdesk Settings
- Using SharePoint for storing Team Helpdesk Settings
- Using Exchange/Outlook database for storing Team Helpdesk Settings
- Using SQL Server database for storing Team Helpdesk Settings
- Using MS Access database for storing Team Helpdesk settings
- OLAP tool shows blank grid/chart
- why am I getting error ‘Permission was denied on the object…’ when starting Outlook?
- Case ID sorting issues
- How to cancel a case that was raised accidentally?
- How to have stakeholders and other users involved passively on a case?
- How to disable the Team Helpdesk Addin temporarily in Outlook
- Selective disabling of auto alerts to callers or technicians
- Ways of granting ‘Send on Behalf’ permission on a mailbox
- Case item on other’s Outlook does not reflect the latest changes made
- Steps to relocate existing Team Helpdesk folders
- Switch helpdesk database option from Access to SQL Server
- Problem with using Exchange/Outlook database option for production helpdesk
- Adding more information such as telephonic call details to an existing case
- Are there any steps to do w.r.t Team Helpdesk when migrating our Exchange server to newer version?
- Can I use Team Helpdesk without Exchange?
- I have registered Team Helpdesk. But every time I restart outlook, it prompts for license.
- If I make a new ticket from a phone-call, there is no last email message. How to write an email to the caller?
- Ideal permission level of each Team Helpdesk subfolders
- Certain users can’t see the Ongoing Cases folder in their Outlook.
- Can we have both Team Helpdesk Manager and Agent addins installed on the same machine?
- How to implement archiving of old resolved cases in Team Helpdesk
- Performance of Team Helpdesk on my Outlook is very sluggish.
- Why sometime replied emails from helpdesk are in plain format?
- Workaround/fix to ‘Unrecognized database format’
- I can’t see the case subject and body when I open a case.
- Why are emails getting moved to ‘Unprocessed Emails’ subfolder?
- The ‘Microsoft.ACE.OLEDB.12.0’ provider is not registered on the local machine.
- Raising a new case after sending the initial lead/contact to the caller
- Viewing case form in one single page or in multiple pages (sections)
- Some columns in the Technicians/Problems/Assets/Callers list grid have disappeared!
- Configuring the outgoing account to use for automated alerts and replies in Team Helpdesk
- Define supervisors for each technician to whom SLA breach alerts would be sent to
- Configure Team Helpdesk to allow additional information to be inputted to the new case before it sends out the auto alerts
- How to prevent certain KB articles from being published on the CWS site
- Opening a case item in its form takes a long time to load
- Analyzing Time Spent data on cases in OLAP Statistics
- Color coding of Case items based on Case Status
- Understanding the Response Time and Due Time components of a SLA
- Notifying supervisors and managers on new ticket and assignments
- Configuring Team Helpdesk to selectively process tickets from email sent from trusted domains
- Ways to add and implement additional assets fields
- Making some custom fields available in the main section of the case form
- Team Helpdesk Agent menu not showing in Office 2010/2013 backstage view
- Replied emails are not updated to the case automatically
- Export the Tickets summary report to excel
- Can we have multiple allotment email templates that we can choose before sending out to the caller?
- Is there a way to see the total number of emails each case item has?
- Use one common list of problem types for all categories.
- Set due date of new cases X days ahead
- Adding custom fields in case form
- Customize the Team Helpdesk toolbar/ribbon placement in Outlook
- Configure Team Helpdesk agent add-in to track emails in multiple mailboxes
- Notify a group of contacts to when a case is raised.
- Associate a case with multiple stakeholders for receiving auto notifications
- Add our own prefix code in the case ID to outgoing and incoming emails
- Change the logo of the case form in Outlook with that of our company
- When I raised a new case from an email, the case ID is not set and shows as [Empty ID]
- Configure SLA response time to start from the request received date
- Can we include attachments to automated emails sent to the callers?
- Limit agents from entering their own values in the drop fields of the case form in Outlook
- Automatically search for the existence of problem type keyword in the email subject and assign as default values to the case
- Set Team Helpdesk to automatically assign default technician to a case based on the sender’s domain address
- I have the Team Helpdesk Agent on my Outlook. However, when I open a new or existing case item, the form does not show up.
- In the case form there is a new field ‘Problem Field’ linked with each ‘Problem Type’. What is the function of this field?
- I can’t see any cases in the Ongoing Cases folder, while some other users can see them.
- 2 parts of Team Helpdesk – Manager and Agent add-ins
- How to resize the case form in Outlook
- Case item goes missing from the Ongoing/Resolved Cases folder after adding/updating an email or attachment
- Behavior of helpdesk when multiple prefix code/IDs are present in subject of emails
- Login failed for user ‘SQLSERVER\USER’
- Understanding Reporting variables: Elapsed duration, Response Duration, Resolution Duration, Opern Duration
- Every technician gets a permission issue error when trying to raise a new case or save existing ones
- When I am disconnected from the Exchange, Outlook takes a long time to load and Team Helpdesk crashes.
- Configure Team Helpdesk Manager add-in to only auto-process incoming replies to existing cases in monitored mailbox
- When I run OLAP Statistics in Team Helpdesk, it throws an error “Couldn’t find file ‘\\Server\…\HelpdeskOLAP.mdb
- When I click ‘Self’ to assign a case to myself in the form, it takes a different name or account. How can I fix it?
- Is there any setting where I can set a particular mailbox (say, ‘Support@mycompany.com’) as the default account from which we send our support answers?
- Team Helpdesk add-in is installed, but does not show up in Outlook
- Migrating Team Helpdesk folders to a new location
- How can I add/attach files to a case item in Outlook?
- What is the difference betwen ‘Team Helpdesk for Outlook’ and ‘Team Helpdesk for Outlook & SharePoint’?
- Important steps when using a shared mailbox to install the Team Helpdesk folders instead of Public Folders
- How do I set Team helpdesk to notify a group of technicians that there is a new unassigned case?
- Best practices for automated Helpdesk that runs 24×7
- Is it mandatory to have one machine running the manager add-in for Team Helpdesk all the time?
- How to reset old settings and connect Team Helpdesk client/manager add-in to the new data source?
- How do I configure Technician Web Access (TWA) site in IIS?
- How do I configure Customer Web Service (CWS) on IIS?
- Office365 does not support public folder, then how to configure the Team Help desk folder in outlook?
- Team Helpdesk failed to send out outgoing emails using a specified common account. How do I fix it?
- Can I switch the helpdesk settings database option from Access to SQL Server option at later stage?
- How can I get an extended or fresh trial of Team Helpdesk for Outlook?
- Multiple Instances of Team Helpdesk folders for multiple support team
- “This is a marker file generated by the precompilation tool, and should not be deleted!”
- How to assign a new case number to an existing case?
- Outlook freezes when I navigate to the Team Helpdesk Ongoing Cases folder. How can I fix it?
- Few technicians are getting message to configure the database connection, but not for others. How do I fix this?
- Asset inventory tracking and management in Team Helpdesk System
- I inadvertently deleted one of the Team Helpdesk subfolder in Outlook. How can I get a backup copy without re-installing the whole folders?
- Automatic assignment of technician to a newly created support case
- Automatically add due date appointment and task entries and enable Outlook reminders in the concerned technician’s mailbox
- Understand how Team Helpdesk System supports making calls using Skype
- Understand how Team Helpdesk System supports SMS using Skype
- Helpdesk best practice – Automating support case generation from incoming e-mail
- Service level agreements (SLA) and escalations in Team Helpdesk System
- Understand how Team Helpdesk System helps in the organization’s CRM needs
- Multiple edits have been made. The conflicting edits have been attached to the conflict message
- Differences between Issue Tracker and Team Helpdesk add-ins