Public Folder HelpDesk 10.1

Public Folder HelpDesk 10.1 provides an easy and effective solution for help desk, customer support and issue tracking. With  Public Folder Helpdesk you will never more be overwhelmed by requests. Easier Caller Service with the latest update! 

PF HelpDesk uses the best of four Microsoft products: Outlook ‒ for communication, Exchange ‒ for sharing, Access/SQL ‒ for storage of statistics and Excel  ‒ for for reporting and exploration of statistics

Public Folder Helpdesk offers a well-known and user friendly interface, right inside Outlook. Users familiar with Outlook can start working with PF Helpdesk at once. 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. 

Major Features:

1. Can be installed in a shared mailbox instead of a public folder.
2. Mailbox monitoring – manual or automatic conversion of incoming e-mails into helpdesk tickets, complete with rich
3. text, screenshots and attached files. 
4. The PF HelpDesk ticket can be customized after your needs
5. FAQ answers are easily created and added to ticket.
6. PF HelpDesk Ticket
7. Ticket retrieval also from an online form (.xml files).
8. Ticket history saved chronologically in ticket body or/and in subfolders. More info
   
9. Open tickets are stored both in Outlook and in an Access or SQL Server database.
10. Automatic e-mail notifications. More info
    
11. Create Outlook Tasks from tickets and vice versa
12. Supports ITIL  More info
13. Compatible with Microsoft Vista® and Office 2007®*

Enhancements:

• Auto-add of callers.
  Check this box on the Template form settings tab in the PF HelpDesk Settings to automatically save new callers to the Callers list. When a new caller sends an e-mail to the helpdesk and this e-mail is automatically or manually converted to a ticket, the caller’s name and e-mail address are added to the database.
  
• Mass-emailing.
  Customers can be selected from the callers list by category. A click of a Send button opens up a blank e-mail which is addressed to all of the selected callers in the bcc field.
  
• Auto-assign of Responsible. For each caller the admin can now assign a default Responsible person. Do this under the Caller tab in the Settings, and the Responsible person is automatically defined in the ticket when an e-mail from the caller is converted. If the field is not filled out, the Responsible field in the ticket is left blank, and the Responsible person has to be selected manually as before.
  
• Create tickets out of Outlook tasks and appointments using the double-headed PF HelpDesk conversion button in the Outlook toolbar.
  
• Subfolders Removal utility for closed tickets. This feature is useful if you save ticket history in subfolders. Eventually they get many, and then you can just run this new file in the PF HelpDesk directory on the server. Select subfolders to remove, and PF HelpDesk removes them permanently.
  
• An automatic confirmation e-mail is now sent to the caller also when the ticket is created with the 'New' button. If you have not used automatic confirmations e-mails before, just add some text to the last template in the list under the Settings Template tab.  

Requirements:

• Microsoft Outlook® 2000 SP1 or later
• Excel® 2000 SP1 or later
• Internet Explorer® 6.0 or later
• Microsoft Exchange Server®, any version
• (not valid for SharePoint based products)
• Windows® Scripting Runtime
• Outlook View Control
• Microsoft Windows 2000, XP or Vista
• All updates and Service Packs

WareSeeker Editor