Differences between Issue Tracker and Team Helpdesk add-ins

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Team Helpdesk for Outlook & SharePoint

Team Issue Tracker for Outlook & SharePoint

Tickets Storage & Repository

Tickets are raised from emails and stored in an Exchange folder (in the Team Helpdesk  > Ongoing and Resolved Cases folder). Copies of the tickets are then synced later on to an admin specified SharePoint list.Tickets are raised from emails in Outlook directly to one of the many SharePoint lists that helpdesk administrator might have configured.
Multiple SharePoint listsAdministrator will be able to configure a single SharePoint list only, where all copies of the tickets logged in Team Helpdesk Ongoing Cases subfolder will be stored.Administrator can configure multiple SharePoint lists, such that individual technician can choose where to raise the ticket from an email in Outlook. This is ideal, if you have multiple departments or teams. That way, each department or team can make use of their own SharePoint list.
Knowledge Base RepositoryKnowledge base articles are stored in an Exchange folder (in the Team Helpdesk  > KB folder) and also in a dedicated SharePoint list.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
Mobile SMS Notification
Making phone calls to contacts directly from the ticket form
Assets List and Tracking
Integration with Outlook address book
Due Date Lapsed check and notification
Service Level Agreements
Summary Reports and OLAP Statistics
Web Access sites for Customer and Technician
Support and Free Upgrades3 years3 years
Database Requirements

Requires a dedicated Database (Microsoft Access or SQL Server) to store the helpdesk settings, drop down lists, templates and other data. Hence, all helpdesk staffs require access to a shared local network folder/connection.

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. 


Team Helpdesk for Outlook & SharePoint

Team Issue Tracker for Outlook & SharePoint

  • 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 on Exchange folder, and the ticketing logic centered around Microsoft Outlook.

  • Team Helpdesk is designed for an exchange environment where all the team members have their own mailboxes, and also have access to Public folders or a shared mailbox folder, where the Team Helpdesk folders such as Ongoing Cases, Resolved Cases, KB, Schedules, History etc. are placed, as a way to store tickets centrally accessible to all team members. The core design philosophy in Team 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. SharePoint integration is just limited to storing copies of the tickets, in an admin configured SharePoint list so that remote technicians who do not have access to their Outlook can refer to their tickets when required. The copies of the tickets in this SharePoint list can also be available to stakeholders and other associates, for references. However, the syncing of ticket copies is only one way – from Outlook to SharePoint and not vice versa.

  • 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.