Easier Caller Service With Version 10.1 of PF HelpDesk

May 20, 2009 - PRLog -- With Public Folder HelpDesk V10.1 new callers can be automatically added to the Callers list. In the new callers list you can also assign a default Responsible for each Caller, and you can exclude callers from the automatic e-mails sent out when a ticket is created. Another new feature is the mass e-mailing. Callers 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.  

In Public Folder HelpDesk V10.1 you can create tickets out of Outlook Tasks and Appointments, not only from e-mails. Most users prefer e-mails, though, and Public Folder HelpDesk gives the possibility to save sent and received e-mails belonging to the same case in the ticket body or in subfolders. Customers who choose the subfolder alternative eventually get a lot of subfolders, but now the application has a Subfolders Removal utility for closed tickets. The ticket can also be printed with all its ticket history. Other useful new features are that predefined standard answers created in WYSIWYG editor can be inserted in the ticket in an easy way and that data in custom fields (introduced by the users) can be saved to the database.

With Public Folder HelpDesk support cases are handled inside Outlook. The information is shared via a Microsoft Exchange server, but nothing must be installed on the Exchange server itself. An Access or SQL database is used for storage of data for statistics. For business intelligence purposes the data can be analyzed with a powerful, integrated reporting tool, and a click saves the helpdesk ticket to a Knowledge Base article or an Outlook Task. In spite of the name Public Folder HelpDesk can also be installed in a shared mailbox.

The Public Folder HelpDesk tickets have few mandatory fields, and much of the information is selected from dropdowns to eliminate the risk for errors. The data from the tickets can then be examined in the powerful integrated statistics tool OLAP Reporting Tool. With this tool, managers can create and generate reports and graphs that will give the information needed to constantly adapt and improve services.

The language of Public Folder HelpDesk is selected during installation. 15 European languages are supported.  At
the kalmstrom.com website there are several video demonstrations of installation, settings and features, as well as
an extensive, downloadable manual in Word format and a Power Point presentation.

The fully functional version of Public Folder HelpDesk V10.1 can be freely downloaded from the kalmstrom.com website and evaluated for 30 days without any obligations.

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About kalmstrom.com Business Solutions: kalmstrom.com Business Solutions is a Swedish brand for well functioning and documented add-ons to Outlook, Excel and SharePoint. The common theme for all the kalmstrom.com products is that they add a bit of functionality on top of Microsoft Office.