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.
- Benefits of using a helpdesk based on Microsoft Outlook
- Using Microsoft Azure database for storing Helpdesk data
- Using SQL Server database for storing Helpdesk data
- OLAP tool shows blank grid/chart
- How to cancel a case that was raised accidentally?
- How to disable the Helpdesk Addin temporarily in Outlook
- Selective disabling of auto alerts to callers or technicians
- Ways of granting ‘Send on Behalf’ permission on a mailbox
- Adding more information such as telephonic call details to an existing case
- If I make a new ticket from a phone-call, there is no last email message. How to write an email to the caller?
- Can we have both Helpdesk Manager and Agent addins installed on the same machine?
- Why sometime replied emails from helpdesk are in plain format?
- 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
- Configuring the outgoing account to use for automated alerts and replies in Helpdesk
- Configure Helpdesk to allow additional information to be inputted to the new case before it sends out the auto alerts
- Analyzing Time Spent data on cases in OLAP Statistics
- Color coding of Case items based on Case Status
- Configuring Team Helpdesk to selectively process tickets from email sent from trusted domains
- Replied emails are not updated to the case automatically
- Export the Tickets summary report to excel
- 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
- Configure Helpdesk agent add-in to track emails in multiple mailboxes
- Notify a group of contacts to when a case is raised.
- Add our own prefix code in the case ID to outgoing and incoming emails
- 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 presence of problem type keyword in the email subject and assign as default values to the case
- Set Helpdesk to automatically assign default technician to a case based on the sender’s domain address
- 2 parts of AssistMyTeam Helpdesk – Manager and Agent add-ins
- 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
- Set a mailbox (say, ‘Support@mycompany.com’) as the default account from which we send our support answers?
- Helpdesk add-in is installed, but does not show up in Outlook
- How can I add/attach files to a case item in Outlook?
- Best practices for automated Helpdesk that runs 24×7
- How to reset old settings and connect Helpdesk agent/manager add-in to the new data source?
- Helpdesk add-in failed to send out outgoing emails using a specified common account. How do I fix it?
- How can I get an extended or fresh trial of Helpdesk for Outlook?
- Automatic assignment of technician to a newly created support case
- Automatically add due date appointment entries and enable Outlook reminders in the assigned technician’s mailbox
- Helpdesk best practice – Automating support case generation from incoming e-mail
- Understand how AssistMyTeam Helpdesk helps in the organization’s CRM needs
- Differences between Issue Tracker and Helpdesk add-ins
- How to configure the case ID to start from 10000?