Efficient support handling with new release: <i>Public Folder HelpDesk for Outlook V9</i>, Outlook add-on based on public folders. Ideal for support helpdesks and call centers. 9 2007-01-10- Softpicks.Net

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Public Folder HelpDesk for Outlook 9 release notes

Efficient support handling with new release: Public Folder HelpDesk for Outlook V9, Outlook add-on based on public folders. Ideal for support helpdesks and call centers.

Public Folder HelpDesk for Outlook V9 is suitable for both in-house and outsourced helpdesks and can also be used for other types of issue-tracking. The application offers a simple, well-known and user friendly interface, right in the Microsoft Outlook client. Users familiar with Outlook can start working with Public Folder Helpdesk at once.

Public Folder HelpDesk for Outlook is based on Exchange public folders, which enables simple but efficient information sharing among multiple users. Support cases are stored in tickets, which can be assigned and re-assigned to support experts, while tracked and supervised by support managers. Customer information, problem description, progress, solutions, time spent and more information are all stored in the ticket. The tickets can be organized and shown in many different ways, which helps support teams deliver the quality of service that customers will expect and appreciate.

In Public Folder HelpDesk for Outlook incoming e-mails can be manually (with a click) or automatically converted into HelpDesk tickets, complete with rich text, screenshots and attached files. With a click a ticket can be converted into a personal Microsoft OutlookÂ® Task and synchronize with a PDA perfect for support personnel always on the run.

When a problem is solved, the PF HelpDesk ticket can be converted it to an Knowledge Base article. This information database allows support team members to efficiently share solutions to common or difficult problems. The database is easily accessed and searched through Microsoft Outlook and can also be published to customers, allowing them to find solutions to their problems for themselves. The KB articles are compatible with all versions of Microsoft OutlookÂ® and Microsoft Outlook Web AccessÂ®.

The statistics tool OLAP Reporting Tool for Excel is also a part of Public Folder HelpDesk for Outlook. With this tool, managers can create and generate reports and graphs based on open and closed tickets to follow up the support team's performance and work load. See number of tickets per month, time to solution for different problem types, support load per customer business unit and much more. These reports will give the information needed to constantly adapt and improve services.

Public Folder HelpDesk for Outlook is very easy to install. Only one single .exe-file has to be downloaded and installed, which takes 3-5 minutes. A detailed manual is included in the download, and on the web site there are demonstrations and a slide show.

Public Folder HelpDesk for Outlook works on all language versions of Microsoft Outlook, and the user interface is localized for fifteen languages. The software is compatible with Internet Explorer 7, Vista and Office 2007. (For Office 2007 the Microsoft Office Web Components has to be installed.)

The full version of Public Folder HelpDesk for Outlook can be freely downloaded from http://www.kalmstrom.nu and evaluated for 30 days without any obligations. The price for an Organizations License is 500 USD, and that includes one year of the kalmstrom.nu Support Subscription Services. It is also possible to buy the source code.

Refer to http://www.kalmstrom.nu for more information on Public Folder HelpDesk for Outlook. Also feel free to contact:
Kate KalmstrÃ¶m: sales@kalmstrom.nu

kalmstrom.nu Outlook Solutions is a Swedish brand for well functioning and documented add-ons to Microsoft Outlook, Excel and SharePoint. ###

2007-01-10

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