Personal Helpdesk for Outlook Complete Help Manual Contents Welcome ..................................................................................................................................................................................... 3 1. Introduction ............................................................................................................................................................................. 4 Issue tracking with Personal Helpdesk Add-in ........................................................................................................................................ 5 How It Works? ......................................................................................................................................................................................... 6 2. Requirements ......................................................................................................................................................................... 11 3. Installation Steps .................................................................................................................................................................... 12 4. Administrative Settings .......................................................................................................................................................... 17 4.1 Assets Configuration and Tracking .................................................................................................................................................. 18 Additional Asset fields ....................................................................................................................................................................... 19 4.2 Callers list ........................................................................................................................................................................................ 20 Departments & Companies ............................................................................................................................................................... 20 4.3 Technicians List................................................................................................................................................................................ 21 4.4 Categories, Types and Statuses Management ................................................................................................................................ 22 4.5 Custom Fields .................................................................................................................................................................................. 25 4.6 Access Control ................................................................................................................................................................................. 27 4.7 Origin List ........................................................................................................................................................................................ 28 4.8 Templates Manager ........................................................................................................................................................................ 29 Allotment Templates ......................................................................................................................................................................... 32 4.9 Notification Options ........................................................................................................................................................................ 33 Automated Email Notification Samples ............................................................................................................................................ 34 Automated SMS Notification Samples .............................................................................................................................................. 37 Adding Attachments to automated notification emails ................................................................................................................... 39 Associated Users Alerts ..................................................................................................................................................................... 40 Group Alerts ...................................................................................................................................................................................... 41 Admin Notifications........................................................................................................................................................................... 42 Configure Alerts Workflow ................................................................................................................................................................ 43 4.10 Advanced Options ......................................................................................................................................................................... 45 Configuring Outgoing Accounts ........................................................................................................................................................ 48 KB Settings ......................................................................................................................................................................................... 50 4.11 Automation Options ...................................................................................................................................................................... 51 Configure Email post processing workflow ....................................................................................................................................... 52 Technicians Workflow ....................................................................................................................................................................... 53 Other Automation Settings ............................................................................................................................................................... 56 4.12 Case Options .................................................................................................................................................................................. 57 Case ID and Prefix Code .................................................................................................................................................................... 60 Consolidated Conversation and Emails Threading ............................................................................................................................ 64 Helpdesk Fields Workflow ................................................................................................................................................................. 67 Logo and Case Form .......................................................................................................................................................................... 69 Other Case Options ........................................................................................................................................................................... 71 4.13. Service Level Agreements (SLA) .................................................................................................................................................... 76 SLA Supervisors ................................................................................................................................................................................. 77 SLA Calculation .................................................................................................................................................................................. 77 4.14 Mobile Messaging ......................................................................................................................................................................... 78 Sending SMS to a caller ..................................................................................................................................................................... 80 4.15 Predefined Answers (FAQs) ........................................................................................................................................................... 82 4.16 Automatic Email Monitoring ......................................................................................................................................................... 83 4.17 Web Access .................................................................................................................................................................................... 85 4.18 Personal Settings ........................................................................................................................................................................... 87 Incoming Email Tracking ................................................................................................................................................................... 88 1 Outgoing Email Tracking ..................................................................................................................................................................