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Product Overview
An add-in for Microsoft® Outlook® that enables support team to raise trouble tickets from Outlook emails to one or more SharePoint® lists, in a single click or, on the fly. Microsoft Office Marketplace logo
 
Issue Tracker system leverages three of your existing investments in Microsoft – Outlook®, Exchange® and SharePoint® for a consolidated incident ticket management in the organization. It provides an easy way for customer service staffs to collect ticket data from emails, assign technicians and problem areas, set due date and other custom metadata. And then use this information to generate trouble tickets in one of the administrator defined SharePoint lists, where these can be tracked and collaborated with other technicians and stakeholders.


And because SharePoint is used for trouble tickets collection and collaboration, it is highly scalable. And because of users' familiarity with Microsoft Outlook and SharePoint, it requires no special training or skill sets, resulting in a high rate of user adoption in the organization.

Highlights: (Latest version: v5.1 released on 26th August 2014 - read release note)

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Seamless integration with Microsoft Outlook1 and SharePoint2

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Directly raise trouble tickets from emails in Outlook to one or more SharePoint lists

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Export caller contacts, problem descriptions and attachments from emails to the SharePoint tickets

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Centralized helpdesk administration - Specify SharePoint lists and perform fields mappings to be used by all technicians. Define drop down lists and streamline the ticket collection behavior

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Raise trouble ticket from your existing Outlook Contacts or from Global Address List

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Automatically raise trouble tickets from incoming emails, assign technician and due date

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Automatically track and add technician and caller email responses and replies to ticket

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Automatically send out notification emails to caller or technician on helpdesk events

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Maintain a consolidated and hierarchical view of of email communications in the ticket

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Map and publish only those fields or metadata that you require

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Special Outlook views for organizing your published Outlook items

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Supports POP, IMAP, Exchange mailbox and Public folders

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Special Citrix/Terminal Service installer for enterprise wide deployment

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Edit or add comment to existing ticket directly from Outlook

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Automatically monitor due date lapse and notify technician and managers

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Automatically insert due date appointment into the calendar of the technician

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Update a SharePoint Calendar list, with all the ticket due date appointments

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Integrated Knowledge Base in Outlook and SharePoint

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Search tickets (stored on SharePoint) directly from Outlook

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Work on your assigned tickets directly from your Outlook, without ever opening your SharePoint site

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Integrated OLAP Statistics & Summary Report Generator tools

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Support for Office 2013, SharePoint 2013, Office 365

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Available in English, Arabic, French, Dutch New
(Translate into your language and earn a free enterprise license!)


1 Outlook 2003, Outlook 2007, Outlook 2010 & Outlook 2013 (both 32 bit and 64 bit)
2 WSS 2, WSS 3, MOSS, SharePoint® Foundation 2010, SharePoint® Server 2010, SharePoint 2013
   (Also supports SharePoint hosted in Clouds such as Microsoft SharePoint Online part of Office 365 etc.)

Have any questions?
Email us: support@assistmyteam.net


Works with
   

 

 

Curious about the similarities and differences between 'Team Issue Tracker for Outlook & SharePoint' and 'Team Helpdesk for Outlook & SharePoint'?
View Comparison

 

Languages supported

30 days trial

Extendable to another
15 days on request
Country Enterprise License (Unlimited Technician Seats + 3 yrs Support Contract )
2000
USD / ~1246 GBP / ~1891 AUD / ~1972 CAD

Global
Enterprise License (Unlimited Technician Seats + 3 yrs Support Contract  )
3500
USD / ~2181GBP / ~3309 AUD / ~3452 CAD


Download brochure (PDF)

License is valid life-time. However, technical assistance and free upgrades are bound to the validity of the Support and Maintenance Contract
 

Free license for Academic Institutions (Schools, Colleges and Universities) - Learn More...
50% discount for non-profit, non-academic organizations (e.g., Charitable trusts, hospitals,). Learn More...

Help us translate this product to your language and get an Enterprise license for FREE - Learn More...


Purpose of this add-on


Many organizations today are migrating their customer support mechanism to SharePoint, due to it's relatively ease of access, collaboration and centralized storage and management features. However, the inbuilt issue tracking list template in SharePoint is only good for basic tracking requirement and lacks the automation and sophistication, to function as an effective helpdesk system. There is no direct and easy way to source the ticket information, say from your emails in Outlook, except to resort to copy-paste trick, which is time consuming and laborious, and not to mention, the precious human resources needed for data gathering.

 

Moreover, one of the important goals for a helpdesk is staying on top on the growing amount of support request emails from end-users. But without an organized and structured link between Outlook and SharePoint, caller and problem information from Outlook mails cannot be added or updated to SharePoint tickets in a timely manner. This can lead to delay in response time and even support requests falling through the crack. These limitations prevent many helpdesk teams from implementing an effective SharePoint based issue tracking system.
 

 

Issue Tracking System overcomes this limitation by extending your Outlook as an ideal platform to raise trouble tickets from emails to one or more SharePoint lists. With a click of a button in Outlook, it can analyze your emails and collect ticket specific information such as contact details and problem description.


Screenshot: To raise a trouble ticket in SharePoint from an email, click a SharePoint list from the 'Raise Ticket in' drop down list.

 


It also allows the manager to add more information to the ticket, such as, the technician that will be responsible for solving the ticket, due date by which the issue should be resolved, and problem category and any number of custom metadata.

Screenshot: Manager can add more information on the problem, caller etc. to the generated ticket

 

Once a trouble ticket is generated successfully in the chosen SharePoint list, information regarding the ticket, such as the ticket ID, data/time and the URL to the SharePoint ticket are tagged and embedded into the email item in Outlook. This not only provides an easy way to go to the ticket directly, but also prevents other technicians from generating a duplicate ticket.

Screenshot: After a ticket is created, the mail item is tagged with information on the trouble ticket such as Ticket ID and URL

 

 

In the SharePoint ticket item, most of the fields are populated with the metadata information extracted from the Outlook mail item. For example, the caller contacts detail, the problem description, subject, attachments, formatting and style, inline images and links are retained in the ticket. Also notice that, further information fed by the manager in Outlook, such as the responsible technician, due date, problem category, type and status and other custom fields data are also available in this ticket.


Screenshot: This is how the trouble ticket in the SharePoint list looks like


 

Explore some of the major features of Issue Tracker system that extends the functionality and usability of the SharePoint based Issue Tracking List by10 folds, through integration of Microsoft Outlook.
 

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Raise trouble tickets from Outlook to SharePoint

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Work and update SharePoint ticket directly from Outlook

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Conversation Threading - Get the Complete Picture of the problem

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Generate live trouble tickets from Incoming emails on the fly

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Send automatic notifications and alerts

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Integrated Knowledge base

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Summary Reports and Statistics - Reporting, Charting, and Data Analysis

 
   
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HD Video Demos and TutorialsNew!

Quickly learn how to configure, deploy and use Issue Tracker System for incident ticket management in Outlook and SharePoint.

 

Looking for a single user trouble ticketing solution for Outlook to SharePoint?

Try
Personal Issue Tracker
for Outlook & SharePoint

Designed for a single technician to raise trouble tickets from emails in Outlook.

 

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