Differences between Issue Tracker and Helpdesk add-ins

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Helpdesk for Outlook

Issue Tracker for Outlook

Tickets Storage & Repository Tickets are raised from emails and stored in an SQL Server database. Tickets are raised from emails in Outlook directly to one of the many SharePoint lists that helpdesk administrator might have configured.
Knowledge Base Repository Knowledge base articles are stored in the SQL database. Knowledge base articles are only stored in a dedicated SharePoint list, and yet they are accessible from within Outlook (so that technician can choose one and insert to an outgoing email reply in a single click)
Inserting KB article to email reply
Office 365 Exchange Online Support
Office 365 SharePoint Online Support
Automatic Ticketing
Automated Email Notification
Integration with Outlook address book
Due Date Lapsed check and notification
Summary Reports and OLAP Statistics
Support and Free Upgrades 3 years 3 years
Database Requirements Requires a dedicated SQL Database No external database required. Helpdesk settings are stored on a dedicated SharePoint list ‘TeamIssueTrackerSetings’, accessible to all helpdesk staffs, regardless of the geographical location and networks.

Helpdesk for Outlook

Issue Tracker for Outlook

  • Ideal for helpdesk team working from within a particular geographical location and having access to a dedicated database on a local area network.

  • Opt for this product, if you want a fully featured helpdesk system with tickets stored in database, and the ticketing logic centered around Microsoft Outlook.

  • Helpdesk app is designed for an exchange environment where all the team members have their own mailboxes. The core design philosophy in Helpdesk is centered around the usability of Outlook and the collaborative feature of the Exchange mailbox and Public folder.

    And it is expected that, most technicians would primary work on their assigned tickets from their Outlook.
  • Ideal for any helpdesk team, working from from the same or different geographical locations or regions. Because there is no requirement to have access to local network or database, technicians can be scattered anywhere around the globe, and still work with Issue Tracker in Outlook.

  • Opt for this product, if SharePoint is to be the central place where your helpdesk team will be working and collaborating on trouble tickets.

  • Issue Tracker in Outlook will work from Exchange as well as from non-Exchange environment such as POP or IMAP accounts. However, on Exchange environment (that is, when Outlook is connected to an Exchange mailbox), Issue Tracker can make use of the Global Address List (GAL) from which caller information can be extracted or technician chosen for assigning to a ticket.

  • Issue Tracker is designed keeping in mind the requirement to update the ticket in SharePoint list with the multiple tier of email or phone communications that might take place in Outlook, back and forth between the helpdesk and the caller. The idea is to provide helpdesk staffs an easier way to raise ticket to SharePoint from support request emails in Outlook. And then to enable automatic tracking of the subsequent email responses sent to the caller, or email replies received from the caller and keep the conversation and other information up-to-date in the ticket in SharePoint.

  • Support staffs can work on their assigned tickets by opening the SharePoint site in their web browser. However, if they want more control, and get most of the helpdesk workflows and notifications, they can opt to work on their assigned tickets directly from the comfort of Outlook with Issue Tracker add-in installed. In fact, they hardly will find the need to work in their web browser, as Issue Tracker add-in integrates the logic to raise, update, resolve, reopen or comment tickets (stored on SharePoint) directly from Outlook seamlessly.

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