Perform an administrative installation of Issue Tracker, choose SharePoint lists for storing the collected trouble tickets from Outlook, perform mapping between Outlook item mail fields and SharePoint list fields, control and streamline the behaviors of ticket collection techniques for all technicians etc.
Raise trouble tickets from emails in Outlook to SharePoint lists, learn how to track and deal with escalated tickets in Outlook, automate ticketing process to SharePoint, use Outlook views to organize Outlook mail items in an intuitive and informative way.
Learn how to edit and add new comments, time spent, rate and update the ticket in SharePoint directly from Outlook, display and work on tickets that are assigned to you, and make keyword search to tickets from the comfort of your Outlook.
Perform configuration of a SharePoint List as a repository for knowledge base articles for used by all technicians, explore how to compose new KB articles and use these KB articles, to reply to tickets and emails in Outlook.
Learn how to setup automatic insertion of ticket due date appointment to the technician's mailbox calendar, when you assign the technician to a ticket. Additionally, configure a common SharePoint calendar, to which Issue Tracker will add or update due date appointment of all the tickets.
Learn how to generate summarized reports on support tickets based on different time interval, and analyze tickets data from the SharePoint lists in multidimensional OLAP view to extract critical information and intelligence.