Folder HelpDesk

This is a utility that helps collaboration on help desk tickets in Outlook.

Folder HelpDesk lets you collaborate on helpdesk tickets inside Microsoft Outlook. Tickets could be created from e-mail or web-form. Creation of the tickets could be manual or automatic and can have attached files and rich text. The application is installed in a shared or public folder. It will display a list of open tickets. To select a ticket to work on, just select it from the listing and a ticket form opens. The ticket form is in HTML and easy to customize. Various drop-down fields help categorize the same and a free format field could be used to add any descriptive note to it.

Closed tickets are stored in a database, so the number of tickets in Outlook is normally small. A database and the Outlook stores the open tickets. The database could be Access, SQL Server or SQL Azure. For new tickets details could be obtained from the Outlook contacts or the GAL. Closed tickets are retained only in the database but can be searched and reopened in Outlook. Mail conversations can be tracked in the tool easily. Report generator, statistical tools, flexible reporting are some useful features available. Tickets are HTML formatted and can be customized easily. Web-forms can be opened for receiving details through questions and reports can be customized. The interface is simple enough. This is a very good product. If you are looking for a similar solution, this is a good candidate for a trial in your exact set up.

Collaborate on helpdesk tickets inside Microsoft Outlook. Create tickets from e-mail or webform, manually or automatically, with attached files and rich text. For new tickets, get information from the Outlook contacts or the GAL. Open tickets are stored in Outlook and in a database - Access, SQL Server or SQL Azure. Closed tickets are retained only in the database but can be searched and reopened in Outlook if needed. Mail conversations can be tracked.
Powerful, integrated Statistics tool facilitates business intelligence. Report generator based on MS Excel allows you to build and share custom reports with co-workerKnowledge base. Databases are open to allow building any kind of custom reports or additions to the tables. Open webform for receiving support questions online. The ticket form is in HTML and also easy to customize.
Suitable both for in-house and outsourced helpdesks. Can also be used for other types of issue-tracking and incident management. Free 30 day trial. Extensive documentation: video demonstrations and downloadable manual and slideshow online. Subscription $150/month for all kalmstrom.com products, unlimited number of users. Outlook 2003-2010, also Office 365.