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.
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:
Seamless integration with Microsoft Outlook1
and SharePoint2
Directly raise trouble tickets
from emails in Outlook
Export caller contacts,
problem
descriptions and attachments from
emails to the SharePoint tickets
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
Raise trouble ticket from your
existing Outlook Contacts
or from Global Address List
Automatically
raise trouble tickets from incoming
emails, assign technician and due
date
Automatically
track and add technician and caller
email responses and replies to ticket
Automatically send out
notification emails to
caller or technician on
helpdesk events
Maintain a
consolidated and hierarchical
view of of email communications
in the ticket
Map and publish
only those fields or metadata that
you require
Special Outlook views for organizing
your published Outlook items
Supports
POP, IMAP, Exchange mailbox
and Public folders
Special
MSI installer available for
enterprise wide deployment (upon
request)
Edit or add
comment to existing ticket directly
from Outlook
Automatically monitor due date
lapse and notify technician and
managers
Automatically insert due date
appointment into the calendar of the
technician
Update a
SharePoint Calendar list, with all
the ticket due date appointments
Integrated
Knowledge Base in Outlook and
SharePoint
Search
tickets (stored on SharePoint)
directly from Outlook
Work on
your assigned tickets directly from
your Outlook, without ever opening
your SharePoint site
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.)
Curious about the
similarities and differences between 'Team
Issue Tracker for Outlook & SharePoint' and
'Team Helpdesk for Outlook & SharePoint'? View Comparison
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,).
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Enterprise license for FREE -
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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.
