If you (the administrator) have chosen to place the Team Helpdesk folders (Ongoing Cases, Resolved Cases, KB etc) under a shared mailbox, instead of Public Folders, there are two important steps that are required:
- First, you need to configure that particular mailbox as ‘shared’ such that all your users/technicians have fulll control over it. This is usually done in your Active Directory.
- Secondly, before installing the Team Helpdesk client add-in tool on the systems, all other users/technicians need to configure their Outlook profile to open this shared mailbox under Outlook > Accounts > Change Account > More Settings… > Advanced tab > Additional mailboxes.
The individual user/technician would then be able to access the shared mailbox containing the Team Helpdesk folders from within their respective Outlook. If you can’t see, you might have to click the ‘Folder View’ icon as illustrated below.
And then individual user/technician can start installing the Team Helpdesk Client tool (TeamHelpdeskClientSetup.exe) to their system after shutting down Outlook. When they start Outlook, they will be prompted to specify the location of an existing Team Helpdesk > Settings subfolder in Outlook. This is done one time, as the Team Helpdesk Client add-in installed on that system does not know the location of Team Helpdesk folders. Once you feed the location, the Team Helpdesk client add-in would then remember and connect automatically to this folder from thereon.