Knowledge Articles

Answers and solutions to frequently asked questions on the product

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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.

  1. Benefits of using a helpdesk based on Microsoft Outlook
  2. Using Microsoft Azure database for storing Helpdesk data
  3. Using SQL Server database for storing Helpdesk data
  4. OLAP tool shows blank grid/chart
  5. How to cancel a case that was raised accidentally?
  6. How to disable the Helpdesk Addin temporarily in Outlook
  7. Selective disabling of auto alerts to callers or technicians
  8. Ways of granting ‘Send on Behalf’ permission on a mailbox
  9. Adding more information such as telephonic call details to an existing case
  10. If I make a new ticket from a phone-call, there is no last email message. How to write an email to the caller?
  11. Can we have both Helpdesk Manager and Agent addins installed on the same machine?
  12. Why sometime replied emails from helpdesk are in plain format?
  13. Why are emails getting moved to ‘Unprocessed Emails’ subfolder?
  14. The ‘Microsoft.ACE.OLEDB.12.0’ provider is not registered on the local machine.
  15. Raising a new case after sending the initial lead/contact to the caller
  16. Configuring the outgoing account to use for automated alerts and replies in Helpdesk
  17. Configure Helpdesk to allow additional information to be inputted to the new case before it sends out the auto alerts
  18. Analyzing Time Spent data on cases in OLAP Statistics
  19. Color coding of Case items based on Case Status
  20. Configuring Team Helpdesk to selectively process tickets from email sent from trusted domains
  21. Replied emails are not updated to the case automatically
  22. Export the Tickets summary report to excel
  23. Use one common list of problem types for all categories.
  24. Set due date of new cases X days ahead
  25. Adding custom fields in case form
  26. Configure Helpdesk agent add-in to track emails in multiple mailboxes
  27. Notify a group of contacts to when a case is raised.
  28. Add our own prefix code in the case ID to outgoing and incoming emails
  29. Can we include attachments to automated emails sent to the callers?
  30. Limit agents from entering their own values in the drop fields of the case form in Outlook
  31. Automatically search for presence of problem type keyword in the email subject and assign as default values to the case
  32. Set Helpdesk to automatically assign default technician to a case based on the sender’s domain address
  33. 2 parts of AssistMyTeam Helpdesk – Manager and Agent add-ins
  34. Behavior of helpdesk when multiple prefix code/IDs are present in subject of emails
  35. Login failed for user ‘SQLSERVER\USER’
  36. Understanding Reporting variables: Elapsed duration, Response Duration, Resolution Duration, Opern Duration
  37. Set a mailbox (say, ‘’) as the default account from which we send our support answers?
  38. Helpdesk add-in is installed, but does not show up in Outlook
  39. How can I add/attach files to a case item in Outlook?
  40. Best practices for automated Helpdesk that runs 24×7
  41. How to reset old settings and connect Helpdesk agent/manager add-in to the new data source?
  42. Helpdesk add-in failed to send out outgoing emails using a specified common account. How do I fix it?
  43. How can I get an extended or fresh trial of Helpdesk for Outlook?
  44. Automatic assignment of technician to a newly created support case
  45. Automatically add due date appointment entries and enable Outlook reminders in the assigned technician’s mailbox
  46. Helpdesk best practice – Automating support case generation from incoming e-mail
  47. Understand how AssistMyTeam Helpdesk helps in the organization’s CRM needs
  48. Differences between Issue Tracker and Helpdesk add-ins
  49. How to configure the case ID to start from 10000?
  50. Dashboard form is partially hidden by the vertical navigation bar in Outlook.