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HOW IT WORKS

Personal Helpdesk makes working on support requests very easy by seamlessly integrating the process of submitting, assigning, tracking and fulfilling support requests all inside your much used Microsoft Outlook!

 

Personal Helpdesk consists of a simple install, with which you can configure and maintain the Helpdesk folders, drop down lists, templates, FAQs and other helpdesk settings. It is installed on your computer as an extension to Microsoft Outlook and enables you to work on support cases in Outlook with the configured Helpdesk folders.  


 
 
Step 1. Configure helpdesk settings and drop downs
After successful installation of Personal Helpdesk to your system, start Microsoft Outlook. You will see that additional menus, toolbars or ribbons are added in the explorer and inspector windows of Microsoft Outlook.



You will also find the 'Personal Helpdesk' tab under Outlook > File > backstage view, with which you can administer the settings of Personal Helpdesk, define drop-down lists such as callers, problems, assets, as well as emails and SMS templates, predefined replies, messaging options, web access etc.


You can also set the Personal Helpdesk to monitor any number of mailboxes and email folders, for automatic processing of incoming emails to support cases. This process cuts the overhead of manually generating support cases from emails, thus diverting valuable human resources to resolving the case.

 

 
Step 2. Caller submits support request via email, webform or phone call
An end-user experiencing technical challenges can self-service the answer to their problem by accessing the web-based knowledge base (through the Personal Helpdesk Customer Web Service site).

 

If a solution is not found, the end-user requests for support by sending an email, by making a phone call or simply, by filling a web form. These support requests are then logged and converted to cases in Outlook.


Further details and drop-down lists (such as the classification of problems the request falls into) can then be set.

 

 
Step 3. Technician work to resolve the case
You then proceeds to fulfill and resolve the case, either in Outlook. You may enforce a Service Level Agreement (SLA), set due date and other deliverables on the particular case, for quality check purposes. Further correspondence to the caller might follow (in the form of emails, SMS, phone calls). All activities related to the case are logged and you can fill time spent and notes. Relevant asset information and fixes related to the case can be accessed and tracked right from the case form itself.
 
 
Step 4. Caller follows-up via email
The caller then can escalate, withdraw, reopen or simply track the history of their support cases online with Caller Web Access (CWA).

 

Alternatively, caller can reply back to email from the helpdesk and the response automatically triggers an escalation on that particular support case. If a response from the caller on an existing case is received, the concerned technicians are notified automatically. If the case has been resolved, Personal Helpdesk automatically re-opens and marks it as an ongoing case.

 

 
Step 5. Close case after providing a resolution
Certain pre-defined Outlook views can be used to track the progress of cases. Once every parameter of the caller's request has been fulfilled, a case be is closed. The closed case is then moved to the Resolved Cases folder. At the same time, the caller gets notified automatically on the closure of the case.


 

 
Step 6. Add resolution to knowledge base
A closed case can be a good source of future reference and you can create a new knowledge base entry based on the case. It is then available in the list of articles under the integrated knowledge base, categorized and sorted, ready for you to draw from when similar issues arise. Additionally, you can publish these articles on to the Customer Web Service site for providing first level support to potential support requests from your end-users.

 

 
Step 7. Generates statistical and trend reports
To identify problem areas and increase helpdesk efficiency, you can run the statistical tool from time to time, collecting valuable intelligence and trends and generating meaningful reports.

 

For day to day knowledge of the helpdesk, you can generate summary reports to get appraisal on the current happenings on the helpdesk and track recent cases generated, worked, closed or reopened.

 
 
Step 8. Archive old cases to database or PST
Over time, the Personal Helpdesk folders (in Exchange) will be accumulated with support cases mostly resolved ones. You can either archive the old case items to a PST file. Archiving periodically keeps the exchange folder from getting too big and unwieldy, which could cause Exchange/Microsoft Outlook performance to slow down.


Further references - Learn more in-depth on some major features of Personal Helpdesk
 
 
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