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PRODUCT OVERVIEW
The only comprehensive helpdesk system entirely integrated seamlessly within your Microsoft® Outlook® , transforming it from a simple email client to a fully fledged service provider.
 

Personal Helpdesk is an add-on solution for Microsoft Outlook that makes it very easy to manage support requests from your end-users submitted by email, phone calls or web. Designed in line with ITIL guidelines, Personal Helpdesk enables you to log, analyze, track or escalate support requests in an organized and structured way in Outlook. The end result is an improved issue tracking mechanism in Microsoft Outlook that utilize efficient processes for faster response and resolution time.

Highlights: (Latest version: v9 released on 16th September 2017 - release note)

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Seamless Integration with Microsoft Outlook1

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Use a local PST folder, public folder or a mailbox to store the support cases

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Convert phone calls, emails, appointments, tasks to support cases

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Drag-and-drop conversion of emails to support cases

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Conversation threading - Chronological arrangement of emails in single thread

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Automatic processing of incoming support requests

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Import callers from local address book or GAL2

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Automatic notifications of Email and SMS3 to helpdesk events

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Assign and enforce Service Level Agreement (SLA) on support cases

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Asset Tracking and Management

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More than 30 Outlook views designed for different helpdesk perspectives

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Keywords and advanced search options in Outlook folder views

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Integrated statistics - Reporting, Charting, and Data Analysis

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Use Skype/modem phone to make outgoing calls

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Customer Web Service (CWS) - AJAX enabled ASP.NET sites through which end-users can submit, escalate, withdraw, reopen or check status on their support cases online. Include a self-service web knowledge base.

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Integrated knowledge base in Outlook as well as on Web Access.

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Supports English, Español, Norwegian, Danish, Dutch, Deutsch, French, Portuguese, Finnish and Swedish languages

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Fully supports Outlook 2010, 2013, 2016 and Office 365.

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Automatically track incoming and outgoing emails in technician's mailbox and add and update the related support case item.


1 Outlook 2007, Outlook 2010, Outlook 2013 and Outlook 2016 (both 32 bit and 64 bit)
2 Global Address List
3 Short Messaging Service
4 Asynchronous JavaScript and XML



 

Works with
 


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

30 days trial

Extendable to another
15 days on request

Languages supported
     


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...

Purpose of this add-in

I
f you rely on emails as your primary support mechanism in Microsoft Outlook, chances of some requests getting lost in the cluttered Inbox are high. Fact is, without the proper organization and tracking capabilities in Outlook, one finds almost impossible to know when a problem has been resolved, or when the caller replied etc. Moreover, Outlook itself is highly optimized for personal email exchange, due to which it often falls short when it comes to providing a complete history of an event over time. For example, when an email has been replied or forwarded, the you tend to lose insight into the progress. This has a serious implication, i.e., in its original state, Outlook simply lacks the automation, reporting, reminders, and workflow to manage a support ticket request, which is critical for helpdesk looking to optimize and uniformly improve support staff and customer interactions.


Personal Helpdesk overcomes these limitations by extending your Outlook as an ideal platform to collect, track and resolve trouble tickets all with ease in your Outlook. It brings all of help desk functionalities and automation and seamlessly integrates with the easy workflow of Outlook, thereby allowing you to work in the same way you do with emails. Apart from emails, it can also integrate with fixed phones, Skype or SMS and supports relaying helpdesk response over these communication channels too.



More importantly, it can automatically process incoming support request emails to support cases, enforce service level, set due date and send automated notifications, thereby cutting the overhead of manual tasks significantly while making it easier for you to work flexibly. The inbuilt knowledge base besides acting as an effective knowledge sharing medium, helps in improving the average 'First Call Resolution' timing significantly, as you find resolution to problems quickly. With the asset management and tracking module, you can easily view every problem and incident ever reported on a specific asset.


Furthermore, on the Customer Web Service site, end-users can submit  new support requests via a web form, check status, or search through the knowledge base for first level support.

With the inbuilt statistics, support cases data can be displayed in grids, charts and graphs, enabling you to evaluate the performance of the helpdesk and in-turn ensures timely decision making for improved service.

To sum up, Personal Helpdesk improves your efficiency to enable faster response time and higher productivity at lower operating costs.

Benefits for your organization

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Work on support cases in your Outlook as if you would work on emails

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Single enterprise-wide view of support cases, callers and problems

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Little or no training requirement on your part

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Enable integration with Active Directory

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Common point-of-call for your end-users

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Structured workflow for all helpdesk activity

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Automate support request logging and notifications - no manual tasks

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Higher productivity and increased "up-time"

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Organized state of cases means faster tracking requests

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Identify problem areas and increase helpdesk efficiency

 
Benefits for your end-users
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Always in communication loop via automated email/messaging

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Caller Web Access - create, track, escalate or withdraw support request

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Inspires confidence to the helpdesk service

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A self-service knowledge base that act as first level support

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Check on the progress or status of the case via web

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Request support in a standardized way through structured web form

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Case get resolved in a timely manner and hence customer satisfaction


Screenshot: 'Ongoing Cases' folder in Outlook 2016, with cases sorted by case ID, one of many specialized views available.

 

Screenshot: The case form in Outlook 2016 is laid out in sections and information is organized in a very intuitive way for easy access.

Screenshot: A single consolidated view of all conversations on the particular support request

 


Screenshot: Personal Helpdesk Settings menu in backstage view of Outlook 2016 lists all the administrative settings and configuration tools

 

Learn more...
 

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Helpdesk solution right in your Outlook

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Log in cases from varied sources

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Automatic emails to support cases

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Support Request form in Outlook

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Conversation Threading - Get the Complete Picture

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Find information at your finger tips

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Integrate a HTTP gateway or Skype for SMS

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Send automatic notifications

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Knowledge base

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Customer Web Service

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Asset tracking & management

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Statistics - Reporting, Charting, and Data Analysis

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Outlook views

 
 
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New! Take a video tour

Quickly learn how to install, configure and work with Personal Helpdesk and how to get the most out of your Outlook!

 

Looking for group ticketing helpdesk based on Outlook & Exchange?

Try
Team Helpdesk
for Outlook

Designed for teams to log, analyze, collaborate and track support requests in an organized and structured way in Outlook

 
Compare Personal Helpdesk with Team Helpdesk

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