Public Folder HelpDesk offers a simple, well-known and user friendly interface, right in your Outlook client. Users familiar with Outlook can start working with Public Folder HelpDesk at once. Make a personal Outlook Task from a ticket with the press of a button, and synchronize with your PDA - perfect for support personnel always on the run. List all tickets assigned to you, work with the cases, print tickets, re-assign or forward the information - all with the simplicity you are used to in Outlook.
Incoming email can be manually or automatically converted into HelpDesk tickets. Emails discussing a ticket are stored in a structured way to follow the progress of an issue.
Integrated Knowledge Base
After solving a problem, close the ticket and convert it to a Knowledge Base article. This information database allows your support team to efficiently share solutions to common or difficult problems. The database is easily accessed and searched through Outlook, and can also be published to your customers, allowing themselves to find solutions to their problems.
Follow up your performance
A report tool is also part of Public Folder HelpDesk. With this tool, you can create and generate reports and graphs based on closed tickets, to follow up your support team's performance and work load. Number of tickets per month, time to solution for different problem types, support load per customer business unit and more. These reports will give your team the information needed to constantly adapt and improve your services.
Mailbox monitoring - select an incoming email and make it into a Helpdesk ticket complete with rich text, screenshots and attached files.
Better Callers handling - import customer information from the Global Address list, Active Directory or copy-and paste from an MS Excel list
Knowledge base - create KB articles when closing a ticket (compatible with all versions of Outlook and Outlook Web Access)
Public Folder HelpDesk for Outlook is a free trial software application from the Email Clients subcategory, part of the Communications category.
The app is currently available in German, English, French, Portuguese, Swedish and it was last updated on 2011-05-31. The program can be installed on Win95, Win98, WinME, WinNT 4.x, Windows2000, WinXP.
Public Folder HelpDesk for Outlook (version 11.2) has a file size of 11.13 MB and is available for download from our website.
Just click the green Download button above to start. Until now the program was downloaded 226 times.
We already checked that the download link to be safe, however for your own protection we recommend that you scan the downloaded software with your antivirus.