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Team Helpdesk for Outlook & SharePoint
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Helpdesk system for support team, with seamless integration of Microsoft Outlook and SharePoint. Log, collaborate, analyze and assist in the resolution of issues. Auto-process incoming supports requests and send automated emails...

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# Article Title Hits
1 How to resize the case form in Outlook 682
2 How to fix the error 'One or more items in the folder you synchronized do not match.' 2426
3 Workaround on Error 'For security reasons DTD is prohibited in this XML document' 1047
4 Using Microsoft Azure database for storing Team Helpdesk Settings 869
5 Using SharePoint for storing Team Helpdesk Settings 957
6 Using Exchange/Outlook database for storing Team Helpdesk Settings 804
7 Using SQL Server database for storing Team Helpdesk Settings 934
8 Using MS Access database for storing Team Helpdesk settings 669
9 OLAP tool shows blank grid/chart 1000
10 Behavior of helpdesk when multiple prefix code/IDs are present in subject of emails 1267
11 Case ID sorting issues 1581
12 How to cancel a case that was raised accidentally? 1693
13 How to have stakeholders and other users involved passively on a case? 1624
14 How to disable the Team Helpdesk Addin temporarily in Outlook 2713
15 Ways of granting 'Send on Behalf' permission on a mailbox 1831
16 Case item on other's Outlook does not reflect the latest changes made 2263
17 Steps to relocate existing Team Helpdesk SP folders 1778
18 Problem with using Exchange/Outlook database option for production helpdesk 1873
19 Adding more information (such as telephonic call details) to an existing case 1754
20 Are they any steps to do w.r.t Team Helpdesk for SharePoint when migrating our Exchange server to newer version? 1630
21 Can I use Team Helpdesk without Exchange? 2019
22 I have registered Team Helpdesk for SharePoint. But every time I restart outlook, it prompts for license. 1564
23 If I make a new ticket from a phone-call, there is no last email message. How to write an email to the caller? 1738
24 Certain users can’t see the Ongoing Cases folder in their Outlook. 1823
25 Can we have both Team Helpdesk Manager and Agent addins installed on the same machine? 1750
26 Performance of Team Helpdesk on my Outlook is very sluggish. 1847
27 Why sometime replied emails from helpdesk are in plain format? 1718
28 I can't see the case subject and body when I open a case. 1952
29 Workaround/fix to 'Unrecognized database format' 1665
30 Why are emails getting moved to 'Unprocessed Emails' subfolder? 1933
31 The 'Microsoft.ACE.OLEDB.12.0' provider is not registered on the local machine. 1723
32 Raising a new case after sending the initial lead/contact to the caller 1975
33 Viewing case form in one single page or in multiple pages (sections) 1668
34 Some columns in the Technicians/Problems/Assets/Callers list grid have disappeared! 1701
35 Define supervisors for each technician to whom SLA breach alerts would be sent to 1709
36 Configure Team Helpdesk to allow additional information to be inputted to the new case before it sends out the auto alerts 1740
37 How to prevent certain KB articles from being published on the CWS site 1758
38 Opening a case item in its form takes a long time to load 1701
39 Analyzing Time Spent data on cases in OLAP Statistics 1793
40 How to implement archiving of old resolved cases in Team Helpdesk 1844
41 Color coding of Case items based on Case Status 1982
42 Understanding the Response Time and Due Time components of a SLA 2274
43 Notifying supervisors and managers on new ticket and assignments 1828
44 Configuring Team Helpdesk to selectively process tickets from email sent from trusted domains 1673
45 Ways to add and implement additional assets fields 1644
46 Making some custom fields available in the main section of the case form 1707
47 Team Helpdesk Agent menu not showing in Office 2010/2013 backstage view 1798
48 How to automatically retrieve new cases from SharePoint (added via web browser) to Team Helpdesk folders in Outlook 2509
49 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. 1398
50 Ideal permission level of each Team Helpdesk subfolders 2640
51 I can't see any cases in the Ongoing Cases folder, while some other users can see them. 2160
52 When I open a case item in Outlook, the form shows 'Disconnected' 3006
53 2 parts of Team Helpdesk - Manager and Client add-ins 2657
54 Login failed for user 'SQLSERVER\USER' 2963
55 Every technician gets a permission issue error when trying to raise a new case or save existing ones. Why is it happening? 2133
56 When I am disconnected from the Exchange, Outlook takes a long time to load and Team Helpdesk crashes. 2833
57 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? 2274
58 When I run OLAP Statistics in Team Helpdesk, it throws an error "Couldn't find file '\\Server\...\HelpdeskOLAP.mdb 2542
59 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? 2111
60 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? 1853
61 Migrating Team Helpdesk folders to a new location 2666
62 How can I add/attach files to a case item in Outlook? 2626
63 Important steps when using a shared mailbox to install the Team Helpdesk folders instead of Public Folders 2564
64 How do I set Team helpdesk to notify a group of technicians that there is a new unassigned case? 3256
65 Is it mandatory to have one machine running the manager add-in for Team Helpdesk all the time? 2458
66 How can I set some helpdesk specific Outlook views accesible only to me and not others? 2497
67 How to delete existing Outlook views from the Ongoing Cases or Resolved Cases folders? 2460
68 Exchange conflicts - why does it occur? 25716
69 Best practices for automated Helpdesk that runs 24x7 4198
70 How to reset old settings and connect Team Helpdesk client/manager add-in to the new data source? 2589
71 "The form required to view this message cannot be displayed" - How to fix it? 2533
72 New Cases generated do not have a ID or number. What am I missing? 3200
73 How do I configure Technician Web Access (TWA) site in IIS 7? 4295
74 How do I configure Customer Web Service (CWS) on IIS 7? 9736
75 Office365 does not support public folder, then how to configure the Team Help desk folder in outlook? 3993
76 Team Helpdesk failed to send out outgoing emails using a specified common account. How do I fix it? 2528
77 When I enter the site URL into theTeam Helpdesk admin panel to connect to the SharePoint site, it is not authenticating and keeps coming up with the credentials logon. What am I doing wrong? 2454
78 I have configured and linked up a SharePoint list in Team Helpdesk. But cases are not synchronized to the SharePoint list. 2150
79 Can I switch the helpdesk settings database option from Access to SQL Server option at later stage? 2417
80 How can I get an extended or fresh trial of Team Helpdesk for Outlook & SharePoint? 2432
81 Multiple Instances of Team Helpdesk folders for multiple support team 2414
82 My helpdesk policy requires the calculation of cost on the time spent on resolving a case. How can I achieve this in Team Helpdesk? 1945
83 I have created new support cases directly in the SharePoint list that is linked to Team Helpdesk. How can I bring/sync these cases to Outlook? 2235
84 I have installed the Manager add-in of Team Helpdesk to administer and configure the helpdesk settings. Do I need to install the Client add-in too, to work with support cases? 1948
85 Can I change the caption of the Team Helpdesk subfolders, such as Ongoing Cases, Resolved Cases, KB etc? 2316
86 Can I choose the data type of the SharePoint field that will store the assigned technician or the caller? If so, how? 2797
87 Team Helpdesk integration with SharePoint - How does it work? 3578
88 Re-installing and updating the Outlook forms for Team Helpdesk folders (i.e., Ongoing Cases, Resolved Cases, KB subfolders) 4265
 
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