How can I work with tickets that assigned to me, from my Outlook? What advantages do I get over updating the tickets directly from SharePoint site?
With Issue Tracker add-in installed on your system, you will hardly have the need to visit the SharePoint site in your web browser and search for your assigned tickets to work on resolution. Instead from the comfort of your Outlook, you can raise, update, resolve or re-open tickets from the SharePoint seamlessly, without needing to switch back and forth between Outlook and your web browser.
You can get back to the caller by simply hitting the Outlook reply button of the previous email, and doing so, your response will be automatically recorder and updated to the associated ticket in SharePoint. When you receive escalation emails from the caller, that information will also get updated to the trouble ticket in SharePoint seamlessly.
If the solution to the caller’s problem already exists as a knowledge base article, you can hit the ‘Reply with a KB article’ button from the Issue Tracker toolbar or ribbon, to insert the solution directly into the reply to the caller.
When your manager assigns you a ticket, you will get a notification email about the assignment. If you select or open that notification email, you will find a link to directly open the ticket in your web browser. Additionally, under the Issue Tracker toolbar or ribbon, you will find button such as ‘Comment or Edit Ticket’, clicking which will open the ticket information in an editable form specific to Issue Tracker.
You can then make any changes to the ticket information, assign technician, set due date, add time spent, rate. You can also view the conversation history that has taken place back and forth between the helpdesk and the caller.
If your administrator had deployed custom fields, you can view and edit from the custom fields tab.
You can also add new comment or description to the ticket.
You can use the ‘My Tickets’ panel under ‘Issue Tracker > My Options’, to list all the tickets from the SharePoint that are assigned to you.
When you select a ticket from the list, notice that, the buttons on the toolbar becomes active, and based on the state of the ticket (ongoing or resolved), the actions and tasks that can be performed on the ticket are enabled. You can reply to the caller, choose a relevant KB article to embed to the reply, forward to a third person or stakeholder, edit and comment to the ticket, mark as resolved or reopen or delete the ticket and more.
You can also make use of the ‘Ticket Search’ utility which is available from your Outlook under the Issue Tracker > Tools menu. Here, you can use one of the varied filters, or input your own keyword to perform a free-text search and show all the relevant tickets.