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Team Helpdesk for Outlook
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ITIL guided helpdesk system for support team, with seamless integration of Microsoft Outlook. Log, collaborate, analyze and assist in the resolution of issues. Auto-process incoming supports requests and send automated emails or SMS alerts. Integrated knowledge base, asset tracking, SLA and OLAP statistics...

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1 How to resize the case form in Outlook 646
2 How to fix the error 'One or more items in the folder you synchronized do not match.' 1434
3 Using Microsoft Azure database for storing Team Helpdesk Settings 1130
4 Using SharePoint for storing Team Helpdesk Settings 993
5 Using Exchange/Outlook database for storing Team Helpdesk Settings 1029
6 Using SQL Server database for storing Team Helpdesk Settings 1405
7 Using MS Access database for storing Team Helpdesk settings 938
8 OLAP tool shows blank grid/chart 1194
9 Case item goes missing from the Ongoing/Resolved Cases folder after adding/updating an email or attachment 1163
10 Behavior of helpdesk when multiple prefix code/IDs are present in subject of emails 1384
11 why am I getting error 'Permission was denied on the object...' when starting Outlook? 1611
12 Case ID sorting issues 1856
13 How to cancel a case that was raised accidentally? 1729
14 How to have stakeholders and other users involved passively on a case? 1726
15 How to disable the Team Helpdesk Addin temporarily in Outlook 3846
16 Selective disabling of auto alerts to callers or technicians 1894
17 Ways of granting 'Send on Behalf' permission on a mailbox 1795
18 Case item on other's Outlook does not reflect the latest changes made 2255
19 Steps to relocate existing Team Helpdesk folders 1925
20 Problem with using Exchange/Outlook database option for production helpdesk 2135
21 Adding more information (such as telephonic call details) to an existing case 1932
22 Are there any steps to do w.r.t Team Helpdesk when migrating our Exchange server to newer version? 1769
23 Can I use Team Helpdesk without Exchange? 1766
24 I have registered Team Helpdesk. But every time I restart outlook, it prompts for license. 1827
25 If I make a new ticket from a phone-call, there is no last email message. How to write an email to the caller? 1972
26 Certain users can’t see the Ongoing Cases folder in their Outlook. 1886
27 Can we have both Team Helpdesk Manager and Agent addins installed on the same machine? 1760
28 Performance of Team Helpdesk on my Outlook is very sluggish. 2355
29 Why sometime replied emails from helpdesk are in plain format? 1639
30 Workaround/fix to 'Unrecognized database format' 2124
31 I can't see the case subject and body when I open a case. 1951
32 Why are emails getting moved to 'Unprocessed Emails' subfolder? 2038
33 The 'Microsoft.ACE.OLEDB.12.0' provider is not registered on the local machine. 2034
34 Raising a new case after sending the initial lead/contact to the caller 1874
35 Viewing case form in one single page or in multiple pages (sections) 1896
36 Configuring the outgoing account to use for automated alerts and replies in Team Helpdesk 2287
37 Some columns in the Technicians/Problems/Assets/Callers list grid have disappeared! 1717
38 Define supervisors for each technician to whom SLA breach alerts would be sent to 1820
39 Configure Team Helpdesk to allow additional information to be inputted to the new case before it sends out the auto alerts 1782
40 How to prevent certain KB articles from being published on the CWS site 1747
41 Opening a case item in its form takes a long time to load 1840
42 Analyzing Time Spent data on cases in OLAP Statistics 2008
43 How to implement archiving of old resolved cases in Team Helpdesk 3735
44 Color coding of Case items based on Case Status 2616
45 Understanding the Response Time and Due Time components of a SLA 2421
46 Notifying supervisors and managers on new ticket and assignments 1751
47 Configuring Team Helpdesk to selectively process tickets from email sent from trusted domains 1596
48 Ways to add and implement additional assets fields 1692
49 Making some custom fields available in the main section of the case form 1575
50 Team Helpdesk Agent menu not showing in Office 2010/2013 backstage view 2000
51 Replied emails are not updated to the case automatically 2755
52 Can I export the Tickets summary report to excel? 2764
53 I am administrator of the helpdesk. Is there a way to see which cases are currently opened and worked by which technicians in their Outlook without asking them? 1644
54 I see that we have to define a list of problem types for each category. However, we have one common list of problem types for all categories. How can I avoid defining the same problem types list for every category? 1931
55 Can we have multiple allotment email templates that we can choose before sending out to the caller? 2554
56 Is there a way to see the total number of emails each case item has? 2088
57 I see a button ‘Safe To Edit?’ in the case form in Outlook. What is its purpose? 2078
58 We want the due date of new tickets generated be set 3 days ahead. Is this supported in Team Helpdesk? 2072
59 We have the requirements to collect more in-house information on the case. Does Team Helpdesk support adding our fields and also include them in reporting/statistics? 1667
60 I see that Team Helpdesk toolbar/ribbon has occupied most of my Outlook in every folder. How can I prevent this intrusion? 2362
61 I have multiple mailboxes in my Outlook profile. But Team Helpdesk agent add-in track outgoing/incoming emails related to existing tickets from the primary mailbox only i.e., ‘Inbox/SentItems’ folder. 2462
62 When I raised a new case from an email, the case ID is not set and shows as [Empty ID] 2759
63 As a helpdesk administrator, I want a group of contacts to be notified when a case is raised. Is this possible in Team Helpdesk? 2005
64 Can I link a case with multiple users/contractors so that they will also get notifications and updates from Team helpdesk? 2101
65 Can we add our own prefix code in the case ID to outgoing and incoming emails? 4569
66 Can I change the logo of the case form in Outlook with that of our company's? 2414
67 When a SLA is applied to a case, we want the SLA response time to be applied to the first request received date/time or when the case was generated (and not on the current time). 1948
68 Can we include attachments to automated emails sent to the callers? 2119
69 How can I limit my agents from entering their own values in the drop fields of the case form in Outlook? 1932
70 Is it possible for Team Helpdesk to automatically search for the existence of problem type keyword in the email subject and assign as default values to the case? 1624
71 How can I set Team Helpdesk to automatically assign default technician to a case based on the sender's domain address e.g. sender@somecompany.com 1855
72 I have the Team Helpdesk Agent on my Outlook. However, when I open a new or existing case item, the form does not show up. 2243
73 In the case form there is a new field 'Problem Field' linked with each 'Problem Type'. What is the function of this field? 2018
74 Ideal permission level of each Team Helpdesk subfolders 5027
75 I can't see any cases in the Ongoing Cases folder, while some other users can see them. 2562
76 When I open a case item in Outlook, the form shows 'Disconnected' 2668
77 2 parts of Team Helpdesk - Manager and Agent add-ins 2687
78 Login failed for user 'SQLSERVER\USER' 2855
79 Understanding Reporting variables: Elapsed duration, Response Duration, Resolution Duration, Opern Duration 2503
80 Every technician gets a permission issue error when trying to raise a new case or save existing ones. Why is it happening? 2472
81 When I am disconnected from the Exchange, Outlook takes a long time to load and Team Helpdesk crashes. 2690
82 I have a mailbox and I want Team Helpdesk to monitor and process only emails that are related to existing cases. And leave the new emails intact. Is this functionality possible? 2239
83 When I run OLAP Statistics in Team Helpdesk, it throws an error "Couldn't find file '\\Server\...\HelpdeskOLAP.mdb 2428
84 When I click 'Self' to assign a case to myself in the form, it takes a different name or account. How can I fix it? 2340
85 Is there any setting where I can set a particular mailbox (say, 'Support@mycompany.com') as the default account from which we send our support answers? 3163
86 Team Helpdesk add-in is installed, but does not show up in Outlook 3210
87 Migrating Team Helpdesk folders to a new location 2661
88 How can I add/attach files to a case item in Outlook? 3015
89 What is the difference betwen 'Team Helpdesk for Outlook' and 'Team Helpdesk for Outlook & SharePoint'? 2669
90 Important steps when using a shared mailbox to install the Team Helpdesk folders instead of Public Folders 2602
91 How do I set Team helpdesk to notify a group of technicians that there is a new unassigned case? 2449
92 Is it mandatory to have one machine running the manager add-in for Team Helpdesk all the time? 2259
93 How can I set some helpdesk specific Outlook views accesible only to me and not others? 2865
94 How to delete existing Outlook views from the Ongoing Cases or Resolved Cases folders? 2618
95 Exchange conflicts - why does it occur? 4053
96 Best practices for automated Helpdesk that runs 24x7 3532
97 How to reset old settings and connect Team Helpdesk client/manager add-in to the new data source? 2926
98 "The form required to view this message cannot be displayed" - How to fix it? 3007
99 How do I configure Technician Web Access (TWA) site in IIS 7? 4053
100 How do I configure Customer Web Service (CWS) on IIS 7? 9218
 
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