Written by yangying

April 28, 2008 14:12

Knowledge Base - Outlook Help Desk will now include an integrated Knowledge Base. All the efforts and experience the Help Desk staff gains through completing IT support requests can now be compiled into a readily available list of articles. With one click of a button on our Help Desk Ticket, a KB article can be created to serve as a valuable reference for future support. Web can be used in two ways -- For internal users, you can set up the Outlook Help Desk web pages. Users log in and fill out a ticket that is similar to the Outlook-based tickets. Users can also view the contents of the Help Desk folders. For external users, you can set up a Web form that generates an email to the Help Desk folder. This email from the Web form is then converted to a new Help Desk Ticket like any other email using our event sink or agent script. Entries in the Log can be automatically emailed -- When you add a new entry to the History Log, this can also be sent to the user. That way, the fix to the problem can be simultaneously sent to the user and recorded in the Log. Also, you can keep track of email correspondence with the user in this way. Date Completed is not a locked field - Date Completed is no longer a locked field because you may mark a ticket "Complete" after you actually complete the task. By not being locked, you can change the Date Completed to record the actual time completed rather then the time you are marking it complete. Reset Colors and instructions on Ticket Colors form - The Ticket Colors utility now has a "Reset Colors" button to put the colors back to the white and gray defaults that come with the program. Also, there are instructions on the utility on how to get the Red, Green, Blue numbers for colors. Assigned Ticket can be printed - The Assigned Help Desk Tickets now have a "Print Ticket" button that allows you to print out a nicely formatted ticket. All messages are formatted better - The Update, Completion, and Assignment messages are now in HTML format.  They are easier to read and better looking. Report templates can be saved and reused - Report Builders can be saved and rerun over and over. You can build a standard daily, weekly or monthly report template, then reuse it whenever needed. We send the program with several templates already created and ready for your use. Report Builder exports full History Log and Description  - The full History Log and Description can now be exported with Report Builder. In previous versions, only a truncated part of the Description was exported. This limitation has been removed and these fields can now be used to build reports and provide valuable insight into Help Desk activity. Report Builder exports to a Comma-separated Text file in addition to Excel - Tickets can be exported to a text file that can then be imported directly into a database, such as Microsoft Access. This export contains the full Description and History Log, as well as all the other fields. Streamlined Interface - The forms are simpler and easier to read, providing a sleeker, more professional look. We won't claim that you will solve the IT support issues faster, but the forms will be much more pleasing to use. Sync with a PDA with "Copy to Tasks" feature - People sometimes want their assigned tickets in a PDA or handheld computer. However, tickets (which are tasks) in public folders do not sync to PDAs or pocket PCs. With this new feature, Technicians can now make a "reminder" copy of the Ticket in their personal Tasks folder and sync that with the PDA. They will need to use Outlook to update and complete the Ticket, but they will be able to work more effectively with Ticket reminders in their handheld devices. Event Sink instead of script to convert Exchange 2000 emails into Tickets - Version 3.0 uses a COM+ Component (a DLL) that takes advantage of the Web Storage System event sinks in Exchange 2000. This DLL replaces the Agent script and uses the Exchange server resources more efficiently and securely. It will automatically convert incoming emails to the Help Desk folder into new Tickets. Completely overhauled Upgrade Utility makes it much easier to upgrade - The Upgrade Utility now copies the folders, renames the old folders, moves and upgrades the tickets and passes the settings in the Utilities from the old system to the new one automatically. This makes it much, much easier to upgrade! Popup Message for Users - A new utility allows you to create a popup message that end users will see before they fill out a ticket. You can turn this message on and off at will with a simple check box. The box can be informational ("Server upgrade this weekend.") or a Yes/No box ("We are aware the Internet connection is down. Do you still want to create a new Ticket?"). The text of this box can be changed instantly. A great way to communicate with your users!\ Special Notifications for High Importance tickets -- End users can mark a ticket "Emergency or High Importance" and this will send an email to a specially designated email or pager address. Standard tickets will go to the usual notification address. This allows you to get immediate and specific notice of critical tickets. Task Splitter -- One ticket can be split into multiple tasks -- Sometimes, one ticket requires multiple staffers to work on parts of it separately. It could be a ticket to upgrade a company with three locations, for example. One ticket is created, but you could split the ticket up when assigning it so that each site has a separate task to complete. One-pass Resolution -- Help Desk staff can now enter and complete a ticket in one pass. Some tickets are handled immediately and do not need to be assigned and kept open. A ticket can be opened and resolved in one session, making the Help Desk more efficient.