Folder HelpDesk for Outlook

With Folder HelpDesk for Outlook, support centres and other
helpdesks can work efficiently with support cases inside
Microsoft Outlook. The support tickets are easy to fill out, as
values can be selected from dropdowns, and few mandatory
fields ensures that the tickets are saved without problems.
Folder HelpDesk is centrally installed and configured, and the
users only have to make a simple installation of the client tool.
Folder HelpDesk may be used with any Outlook folder.
Folder HelpDesk has integrated Excel reports, and tickets can
be saved in a knowledge base for future reference. Full text
search as well as field search is smoothly performed for both
open and closed tickets.
Folder HelpDesk has different views for the open tickets. Group
the ticket list by Caller category, Importance, Incident type,
Responsible or Status and see overviews in the HTML views
Kanban board, Month (timeline and calendar) and Pie chart.
You can also create custom views.
Folder HelpDesk can of course also be used for other issue
tracking purposes.
Welcome to the show!
Peter Kalmström
CEO, kalmstrom.com Business Solutions
Folder HelpDesk ‒ Introduction
Folder HelpDesk works with Microsoft Office 2007 and abovewww.kalmstrom.com

Folder HelpDesk ‒ Outlook Mailbox Ribbon Group
Manual conversion of e-mails,
tasks or appointments into tickets

Folder HelpDesk ‒ Outlook Tasks and Calendar Ribbon Groups
The Open ticket button is only
visible when a converted e-mail,
task or appointment is selected.

Folder HelpDesk is fully
integrated in Outlook
List of open tickets
Folder HelpDesk ‒ Outlook Folder
The Folder HelpDesk ribbon group
Install in a public folder or a
shared mailbox

Use the Outlook reading pane for
the Folder HelpDesk tickets.
E-mails sent from the ticket
Folder HelpDesk ‒ Reading Pane

This is the default ticket HTML form, but
you may customize it to meet your
specific needs.
Data from customized fields can be
included in the statistics.
The Toolbar Strip contains
buttons for:
Save ticket and Close window
Save ticket
Close ticket
Create task
Add FAQ answer
Forward ticket
Create KBase article
Print ticket
Delete ticket
Send e-mails to
Responsible and Caller
Folder HelpDesk ‒ Ticket form
Call via desktop
calling application

Created by, Date and Ticket ID
are set automatically.
Folder HelpDesk works with Microsoft Office 2007 and above
Folder HelpDesk ‒ Issue reported by telephone
www.kalmstrom.com
The Caller may be picked from the Global Address List
or from Outlook Contacts, or chosen from the drop list.
When the name is added, the rest of the caller info is
filled out automatically.
New callers are written in and may be added to the
database automatically.

1. A new e-mail has arrived.
2. With a click on the Folder
HelpDesk "Convert e-mail" button
in Outlook, information in the e-
mail is copied into a new ticket or
added to an existing ticket.
Folder HelpDesk ‒ Issue reported by e-mail – the e-mail
E-mails may also be converted
into tickets automatically.

The sender of the e-mail
Folder HelpDesk ‒ Issue reported by e-mail – the ticket
The body text of the e-mail is filled
out under the Incident label
Incident Type and
Responsible are set
manually, or set a default
responsible for each caller
Other details about sender are filled
out if existent in the system

The web form may be
customized.
Folder HelpDesk ‒ Issue reported in web form
Enable Folder HelpDesk to
fetch tickets from the web
form at specified intervals, or
do it manually by using this
button.
Incorporate your own Incident
Types to the web form.

Her cases are easily dragged to
Nancy Davolio
The Responsible view is useful when one of
the staff is absent, since you only have to
drag and drop the tickets to another person.
Laura Callahan is absent
Folder HelpDesk ‒ Views, Responsible

Folder HelpDesk ‒ Kanban View
Select the HTML views to
visualize open tickets in
colorful overviews.
In the kanban board, the color
coded ticket cards can be
filtered, searched and dragged
between the status phases.
Double click on a
card to open the
ticket.
Right click to show
more of the
description text.

Folder HelpDesk ‒ Month View
Group the tasks by Status,
Phase, Priority, Project or
Responsible.Timeline View
Select another
month.
Calendar View

Folder HelpDesk ‒ Pie View
Each incident type is
visualized as a pie chart
This incident type has
2 tickets with the
status value Waiting

Click here to search among
the open tickets.
Folder HelpDesk ‒ Search open tickets
The word(s) or number(s) are
searched in all the fields and
bodies of the open tickets.

Search by Incident Type, Responsible, Free text or Ticket ID
Click Reopen to open the
ticket again.
Click on the ticket to read it.
The Advanced button gives you
many more Search alternatives
Folder HelpDesk ‒ Search closed tickets

So far you have seen the most
important features of Folder
HelpDesk.
This is also what the helpdesk staff
normally have to learn, which is
rapidly done if they are already
familiar with Microsoft Outlook.
Now I will show you what happens
”behind the scene” in the
administrator settings.
Let’s continue!
Folder HelpDesk ‒ Settings

Here tickets are color coded
by Incident Type in the
kanban and month views.
Incident Category is used in the
statistics reports, but the helpdesk
staff don’t have to bother with it.
Incident Types are shown in
the ticket and picked from a
drop list by the helpdesk staff.
Folder HelpDesk ‒ Incident Settings
Minutes worked indicates how many
minutes it normally takes to solve this
kind of Incident.

The Caller settings are useful for helpdesks
serving a known group of people.
All this information is filled
out automatically in the
ticket when a caller is
picked.
A default Responsible may be
selected for each caller.
Folder HelpDesk ‒ Caller Settings
Folder HelpDesk works with Microsoft Office 2007and abovewww.kalmstrom.com
This caller is excluded
from automatic e-mails

Customize different kinds of
standardized e-mails sent from
within the tickets
Folder HelpDesk ‒ Templates

Write or paste the standard
answer/FAQ here.
List of standard answers
Remove, create or update FAQ
Folder HelpDesk ‒ Create FAQ
Click the ticket FAQ button to
insert a FAQ

New callers can be
automatically added to
the Callers list when
their details are entered
in a new ticket.
Folder HelpDesk ‒ Custom fields
This field has been added to
the ticket. Check it and click
Apply, and data from the
customized field will be
saved to the database and
can be studied in the Excel
reports.

Folder HelpDesk ‒ Kanban and Month view settings
Check this box if values in a custom
field should be used as lanes.
Decide if colors should be used
for incident types or responsibles

Use the
kalmstrom.com
knowledge base with
Folder HelpDesk
Settings for web form monitoring
Sender address of e-mails
from Folder HelpDesk
Send automatic notifications
E-mail history may be saved in
tickets, in folders ‒ or both.
Folder HelpDesk ‒ Other Settings tab

Folder HelpDesk can create Excel
reports based on the information
given in the database (Access or
SQL Server).
This is very useful for a manager
who wants to see what kind of
problems are reported, how
problem solving time is distributed,
what problems different staff has
been working with etc.
All the standard Excel features may
be used with the reports, so it is
easy to modify them. You can also
create custom reports that will be
saved and updated together with
your other reports.
Folder HelpDesk ‒ Excel reports

All Excel features may be used
The reports list has
predefined reports,
but you can easily add
your own.
Graph
Pivot
Folder HelpDesk Excel reports

Drill into the pivot table
by clicking the plus sign
Folder HelpDesk Excel reports ‒ drilling and filtering
Here the tickets are
filtered so that only the
open tickets are shown

Add any fields to
the graphs
Folder HelpDesk Excel reports ‒ graph

I recommend that you use
Folder HelpDesk with my
knowledge base, KBase for
Outlook.
When a case is finished the
ticket can be saved as a KBase
article just by pressing a button
in the ticket. For more info
about KBase, please refer to the
kalmstrom.com website.
I hope you are still with me for
the last part!
Folder HelpDesk ‒ Knowledge Base

Articles can be grouped by category and type
Folder HelpDesk ‒ KBase, homepage
www.kalmstrom.com
KBase is fully integrated
in Microsoft Outlook.
KBase works with Office 2007 and higher

Creator is filled out
automatically when the
article is posted
The KBase article is a standard Outlook post item, and all
the Outlook tools – like format text, spell check and insert
attachments and images – work as they normally do.
Write or paste the text
here. The ticket body will
be placed here when an
article is created from
Folder HelpDesk.
Drop-downs for Category
and Type
Folder HelpDesk ‒ KBase article
KBase works with Office 2007 and higherwww.kalmstrom.com
These two are custom fields,
added easily in the KBase
settings without coding.

KBase works with Office 2007 and higherwww.kalmstrom.com
A table of contents is
generated automatically.
Articles are grouped by
category and type and with
a collapsible outline.
Uncheck the
Problem category
or type you don’t
want to publish.
Publish KBase Articles to HTML

Thank you for watching this slide show!
You will find more information about
Folder HelpDesk for Outlook at
http://www.kalmstrom.com/products/F
olderHelpDesk/.
There you may download the full
version of the software and evaluate it
for 30 days before you decide if you
want to use it.
I recommend you to also download the
manual, which has detailed information
about settings, statistics and advanced
features, explanations for the end
users and a full description of how to
install and upgrade Folder HelpDesk.
On my web site you will also find video
demonstrations on Folder HelpDesk, as
well as information about subscription
levels and conditions.
Folder HelpDesk ‒ More info
Folder HelpDesk works with Microsoft Office® 2007 and abovewww.kalmstrom.com

Folder HelpDesk for Outlook

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