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SubCategory : Business and Productivity / CRM and Help Desk


Issue Tracker for Outlook & SharePoint     1.2

Author   AssistMyTeam
Date   09/07/2011
Size   11055 KB
License   Freeware
Price   US $0.00
Platform   Win2000,Win7 x32,Win7 x64,Win98,WinServer,WinVista,WinVista
Installation   Install and Uninstall
aFreeGo Rating   Not Rated
Downloads   44
User Rating   0.00
Min Requirements  

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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. Moreover 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. And one of the important goals for a helpdesk is staying on top on the growing amount of support request emails from end-users. Without an organized and structured link between Outlook and SharePoint bringing caller and problem information from Outlook mails to SharePoint tickets is prone to delays and human error. This can lead to increased 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 Tracker system is an incident ticket management groupware add-in that leverages three of your existing investments in Microsoft - Outlook Exchange and SharePoint. It provide an easy way for support 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 with a high rate of user adoption in the organization.

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