Folder HelpDesk Review

Ticket Management in MS Outlook

As an application built based on Microsoft Outlook and Microsoft Exchange, Folder HelpDesk allows you and your customer service or helpdesk teams to handle tickets straight from Outlook. In fact, you can create support tickets from inbound emails in Outlook instantly. You simply have to install the application in any shared, public, or private folder or mailbox in Outlook and enable its automatic conversion feature. Folder HelpDesk, then, automatically monitors incoming emails found in your Outlook folder and converts them into support tickets. 

It shows you a list of open tickets where you can find and select any support tickets you want to work on. You also don’t have to manually enter data from emails into support tickets. This is because all important information and files found in the emails are automatically transferred to the support tickets that were created. These include the names, phone numbers, and email addresses of the senders and images, document or file attachments, and texts included in the emails. Furthermore, the application retains the original format of the files, texts, and data in the emails when adding them to the tickets. 

Efficient Collaboration

Folder HelpDesk gives you an easy way to generate, organize, track, and manage support tickets inside Outlook so you can work and collaborate with your teams and agents efficiently in handling issues and requests from customers. You can edit your support tickets to ensure that cases are well-documented and all relevant information about them is provided and transmitted. The application has a customizable ticket form that contains various data fields. You can use these data fields to classify your support tickets. It even has a text data field where you can type in details about the customer’s problem and its solution. 

The ticket management application also lets you organize and display support tickets in different ways. For instance, you can select certain parameters to group support tickets shown in your ticket list and view only specific types of support tickets. Folder HelpDesk, moreover, allows you to see overviews of ticket list in a kanban board, pie chart, and other kinds of visuals. 

Folder HelpDesk is equipped with other features that enable you and your support employees to handle and resolve customers’ issues faster and better. You can set up answers to common or basic questions often asked by customers and add them to support tickets. You are also given the capability to easily create knowledgebase articles from support tickets. You can share these KB articles inside Outlook, through your internal network or system, or on any website. 

Customer Support Optimization

Folder HelpDesk provides you with the opportunity to improve the quality of support you’re delivering to customers. By leveraging its automation and reporting features, you can enhance the performance of your teams and agents and enable them to always provide the kind of assistance needed by your customers. Folder HelpDesk allows your support employees to automatically email customers from within the application. Built with email templates designed for specific scenarios, the application permits them to send automated emails when support tickets are created, customer issues are resolved, and other situations. 

To easily track and evaluate the performance of your support employees, Folder HelpDesk provides reports and statistics. It lets you gain insights into support tickets, like how many open tickets you currently have, how fast your teams or agents handle and solve cases, and which types of cases and tickets are challenging or difficult for them to work on. You can also produce performance reports in Excel format.