Issue Tracker for Outlook and SharePoint

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Issue Tracker for Outlook and SharePoint

An add-in for Microsoft® Outlook® that enables support team to raise trouble tickets from Outlook emails to one or more SharePoint® lists, in a single click or, on the fly.

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Issue Tracker system leverages three of your existing investments in Microsoft – Outlook®, Exchange® and SharePoint® for a consolidated incident ticket management in the organization. It provides an easy way for customer service 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, resulting in a high rate of user adoption in the organization.
Seamless integration with Microsoft Outlook1 and SharePoint2
Directly raise trouble tickets from emails in Outlook
Export caller contactsproblem descriptions and attachments from emails to the SharePoint tickets
Centralized helpdesk administration - Specify SharePoint lists and perform fields mappings to be used by all technicians. Define drop down lists and streamline the ticket collection behavior
Raise trouble ticket from your existing Outlook Contacts or from Global Address List
Automatically raise trouble tickets from incoming emails, assign technician and due date
Automatically track and add technician and caller email responses and replies to ticket
Automatically send out notification emails to caller or technician on helpdesk events
Maintain a consolidated and hierarchical view of of email communications in the ticket
Map and publish only those fields or metadata that you require
Special Outlook views for organizing your published Outlook items
Supports POP, IMAP, Exchange mailbox and Public folders
Special MSI installer available for enterprise wide deployment (upon request)
Edit or add comment to existing ticket directly from Outlook New
Automatically monitor due date lapse and notify technician and managers New
Automatically insert due date appointment into the calendar of the technician New
Update a SharePoint Calendar list, with all the ticket due date appointments New
Integrated Knowledge Base in Outlook and SharePoint New
Search tickets (stored on SharePoint) directly from Outlook New
Work on your assigned tickets directly from your Outlook, without ever opening your SharePoint site New
Integrated OLAP Statistics & Summary Report Generator tools New
Support for Office 2010, Office 365
1 Outlook 2003, Outlook 2007, Outlook 2010 (32 bit)
2 WSS 2, WSS 3, MOSS, SharePoint® Foundation 2010, SharePoint® Server 2010
(Also supports SharePoint hosted in Clouds such as Microsoft SharePoint Online part of Office 365 etc.)
Purpose of this add-on

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. 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.
Moreover, one of the important goals for a helpdesk is staying on top on the growing amount of support request emails from end-users. But without an organized and structured link between Outlook and SharePoint, caller and problem information from Outlook mails cannot be added or updated to SharePoint tickets in a timely manner. This can lead to delay in 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 Tracking System overcomes this limitation by extending your Outlook as an ideal platform to raise trouble tickets from emails to one or more SharePoint lists. With a click of a button in Outlook, it can analyze your emails and collect ticket specific information such as contact details and problem description.
The Admin install is for managers and administrators who would perform the global configuration of the helpdesk, choose and setup SharePoint lists, map fields between Outlook and SharePoint, configure ticket collection behaviors in Outlook etc.
The Technician install is for individual helpdesk staff who will be raising trouble tickets from emails in their Outlook to one or more of the Administrator chosen SharePoint lists.Note that, Technician install is a subset of Admin Install, and hence, if you have installed the admin tool, you need not install the Technician tool.
Step 1: Helpdesk Manager performs centralized configuration & administration
The first step is for the helpdesk manager to install the Issue Tracker Administrator add-in (IssueTrackerAdminSetup.exe). Because helpdesk staffs can be scattered in different geographical locations, the helpdesk configuration and settings data are stored in a special SharePoint list 'TeamIssueTrackerSettings' (we refer it as 'Helpdesk Settings data source') accessible to all helpdesk staffs.
This list is automatically created when the manager configures the admin tool the first time. Issue Tracker Technician add-in installed on the helpdesk staff's system would then connect to it and retrieve the helpdesk logic and settings data to the local system automatically.
What does the Helpdesk Settings Data Source list store?
Administrator specified SharePoint ticket lists, fields mapping, drop down lists for problem categories and types, custom fields and email templates for notifications are some of settings that are stored in this 'Helpdesk Data Source' list.
Before you and other technicians can start raising trouble tickets from Outlook mail items, the helpdesk manager need to choose destination SharePoint lists where the trouble tickets raised from Outlook emails can be collected and shared.
Screenshot: Administrator chosenSharePoint lists for collecting trouble tickets raised by helpdesk staffs from their emails in Outlook.
It is followed by fields mapping between the Outlook mail and SharePoint list. A mapping is nothing but an association between an Outlook field (e.g., subject of the mail item) to a specific SharePoint list field (e.g., Title). You have complete control over which data goes to the SharePoint list from Outlook.
Screenshot: Fields mapping tool where the mail fields are mapped to SharePoint List Fields
Through the mapping tool, you can easily choose which fields from the Outlook items are to be published to the SharePoint list, and map fields between Outlook and the SharePoint list. This mapping feature also allows you to dynamically create new field of the relevant data type in the SharePoint list, so that you can associate it with an Outlook field.
To allow technicians to add extra meaningful information to trouble tickets, apart from the ones extracted from the email, helpdesk manager can compile and maintain a list of problem categories and types, statuses and any number of custom fields drop down values in the helpdesk settings data source list. So that these drop down lists are deployed to all the technicians and available in their Outlook, for tagging new trouble ticket when it is raised from an email.
Screenshot: Helpdesk Manager can compile the problem categories and types to tag trouble tickets for better organization and management
With advanced team specific settings, helpdesk manager can also control and streamline the behavior on how trouble tickets are raised, escalated and tracked from Outlook to SharePoint. This streamlines the process of ticket collection procedure for all technicians.
Screenshot: Helpdesk Manager can control how tickets are collected, enable automation features, set attachment policy and set notifications
Step 2: Helpdesk Staffs install Technician User tool
To be able to raise trouble tickets from emails in their Outlook, every helpdesk staff must install the Issue Tracker Technician Tool (IssueTrackerTechnicianSetup.exe) in their system. 
Once installed in Outlook, helpdesk staff will be prompted to specify the 'Helpdesk Settings Data Source' list. If it does not show up, you can manually invoke it by clicking the 'Set Helpdesk Settings Data Source...' under 'My Options' menu.
Screenshot:  Click 'Browse...' to specify the SharePoint site where the 'TeamIssueTrackerSettings' list is located
 Enter the SharePoint URL site to show all available sub-sites and lists. If your helpdesk manager had already configured Issue Tracker System with the admin tool, there would be a list 'TeamIssueTrackerSettings' that stores helpdesk configurations including destination SharePoint lists and their corresponding mapping settings. Select that list to maintain a permanent link between the Technician add-in and the Helpdesk data source.
Screenshot: The SharePoint list chooser dialog box, where it shows all the available sub-sites and their lists displayed in hierarchical order.Now, click the Save button, to confirm the connection. Issue Tracker Technician add-in is now ready to raise trouble tickets from emails in Outlook to one or more of the administrator chosen SharePoint lists.
Step 3: Helpdesk staffs raise trouble tickets from emails to SharePointWhen you navigate to any Outlook mail folder, the Issue Tracker Technician toolbar and ribbon are available in the Outlook explorer and inspector window.
Screenshot: Issue Tracker specific ribbon available in the Home tab of the Outlook Explorer window.
Screenshot: Issue Tracker specific ribbon available in the Message tab of the Outlook mail inspector window
To raise a trouble ticket, simply select one or more mail items, and click the ' Raise Ticket in ' drop down menu to show all the available administrator specified SharePoint lists. Choose and click the particular SharePoint list under which the ticket item will be generated.
Screenshot: To raise a trouble ticket in SharePoint from an email, click a SharePoint list from the 'Raise Ticket in' drop down list.
When you do this, relevant metadata such as caller and problem details, attachments etc. will be extracted from the email to the ticket item. You can add further details to the ticket to be generated such as, the technician that will be responsible for solving the ticket, due date by which the issue should be resolved, and problem category, type and status and any number of custom metadata.
Screenshot: Manager can add more information on the problem, caller etc. to the generated ticket
Once a trouble ticket is generated successfully in the chosen SharePoint list, information regarding the ticket, such as the ticket ID, data/time and the URL to the SharePoint ticket are tagged and embedded into the email item in Outlook. This not only provides an easy way to go to the ticket item in the SharePoint site directly, but also prevents other technicians from generating a duplicate ticket, from the same email (a possible scenario on shared mailboxes and mail-enabled public folders).
Screenshot: After a ticket is created, the mail item is tagged with information on the trouble ticket such as Ticket ID and URL
In the SharePoint ticket item, most of the fields are populated with the metadata information extracted from the Outlook mail item. For example, the caller contacts detail, the problem description, subject, attachments, formatting and style, inline images and links are retained in the ticket. Also notice that, further information fed by the manager in Outlook, such as the responsible technician, due date, problem category, type and status and other custom fields data are also available in this ticket.
Screenshot: This is how the trouble ticket in the SharePoint list looks like
Step 4: Escalation and automatic update of the SharePoint ticket
In the email from which a ticket was raised, you will notice that, in the subject portion, there is an embedded phrase within brackets, enclosing the SharePoint list code and the ticket ID of the raised ticket item. For example: [CMA-4]
Screenshot: Tracking tag and code are automatically embedded into the original email
This phrase is embedded to the original email for tracking purpose on subsequent email conversations that might happen. As long as this phrase is intact when sending out response to caller, or when caller replies back to the helpdesk, Issue Tracker System will automatically track and associate it with the correct SharePoint list and ticket item.
Screenshot: The tracking code remains intact in the subject of the outgoing email, thus allowing for automatic tracking and update of ticket
This means, the ticket item and description field will be updated live automatically, as and when the email is sent out or received. This greatly enhances the productivity of the helpdesk because, no technicians are required anymore to monitor the mailbox for new replies from caller, nor there is need to add and update the new information to the relevant ticket manually. Issue Tracker system automatically does that for you.Screenshot: The SharePoint ticket item is updated when any email response is sent out from the helpdesk, or received to the helpdesk.
Automated notification emails are sent out to the caller, confirming about the ticket allotment. A snippet entry is available in the description field, that informs helpdesk staffs what the type of notification was sent, when it was sent, and to whom it was sent. Notification about the ticket assignment is also sent out to the responsible staff.
When further email responses are sent out to the caller from the helpdesk, the description field of the SharePoint ticket is automatically updated, to show the response made to the caller, and by whom.
When the caller replies back to the helpdesk, the ticket information is automatically updated again. 
Step 5: Automatic raising of trouble tickets
Issue Tracker technician add-in provides a way for automatic raising of trouble tickets on a particular SharePoint list from new incoming emails, without requiring your intervention. This is achieved by real-time monitoring of user chosen Outlook mail folders or mailboxes. Such automation comes very handy and productive, if you have dedicated mail folders or mailboxes that are solely for support purposes. This spares you from having to do that laborious work of selecting emails and clicking a SharePoint list from the drop down to raise tickets.Screenshot: Automatic live publishing of trouble tickets from mailboxes and mail enabled public folders
Explore Issue Tracker
For any product or project life-cycle, issues from end-users and workers are inevitable. Any business processes that require the organization or team to track a high volume of issues or tickets, such as customer help-desk, sales leads or project activities, needs a defined and structured methodology of issues collection, assignment, deployment and resolution. This is where an issue tracking system can prove indispensable and blessing to support staffs. An organization or team can benefit a lot if these issues are identified and recorded, in a way that allows qualitative analysis for improving the product or service, in the long run.Let us explore some of the features in Issue Tracker add-in that extends the functionality and usability of the SharePoint based Issue Tracking List 10 folds, through integration of Microsoft Outlook.
Raise trouble tickets from Outlook to SharePoint
Work and update SharePoint ticket directly from Outlook
Conversation Threading - Get the Complete Picture of the problem
Generate live trouble tickets from Incoming emails on the fly
Send automatic notifications and alerts
Integrated Knowledge base
Summary Reports and Statistics - Reporting, Charting, and Data Analysis
Raise trouble tickets from Outlook to SharePoint
Your support team all use Outlook extensively - all day, every day for email communications back and forth, answering to support queries and forwarding to other team members and stakeholders. However, Outlook itself is highly optimized for personal email exchange often falling short when it comes to providing a complete history of an event over time. For instance, when an email has been forwarded on to another helpdesk team member, the original owner loses insight into the progress. This has a serious implication, that is, in its original state, Outlook simply lacks the automation, reporting, reminders, and workflow to manage a support ticket request, which is critical for growing helpdesks looking to optimize and uniformly improve support staff/customer interaction
Issue Tracker extends your Outlook as an ideal platform to collect and raise trouble tickets to one or more SharePoint lists from relevant emails while sharing this information with your entire team. Crucial information such as caller and problem details, attachments etc. will be extracted from the email to the ticket item.
During raising the ticket from Outlook, manager can add further details to the ticket such as, the technician that will be responsible for solving the ticket, due-date by which the issue should be resolved, and problem category, type and status and any number of custom metadata. Tickets in SharePoint lists are then tracked and updated with the replies and responses made to the caller automatically from Outlook.
As the tickets reside in your SharePoint repository, remote technicians and other stakeholders can easily view, track and work on their trouble tickets in a web browser, without the requirement of any configuration changes, nor the need for installing web-parts or solutions to your SharePoint site, thus realizing the benefits of the issue tracking system company-wide.
Issue Tracker system makes use of the Windows SharePoint Services to read and write data, thus supporting updating remote hosted SharePoint as well as on-premise SharePoint installations, all from Outlook. Moreover, Issue Tracker leverages your existing Microsoft resources such as MS Exchange serverSharePoint ServerActive Directory etc, and hence, no specialized skills or software or training are required.
Work and update SharePoint ticket directly from Outlook
As trouble tickets are stored in SharePoint lists, you and other responsible technicians would work to resolve the issue in your web browser. However, unless you have managed to create some specialized web parts and workflows, most likely you would be unable to make a response to the caller or other stakeholder, or set SharePoint to send out notification alerts to the caller or the technician on the ticket progress and escalation. So, what do you do? Open up Outlook and get back to the caller, and when caller replies back, you again update that information into the ticket in SharePoint. How laborious and manual steps, switching back and forth between Outlook and SharePoint! And not to mention, the risk of making erroneous entry. Would not it be much easier if there was an automated way for Outlook to track the incoming and outgoing emails associated to a ticket and accordingly update the corresponding ticket?Issue Tracker is designed to do just that, by maintaining a link between Outlook and your SharePoint ticket lists, such that you and other technicians can not only raise trouble tickets from emails from within your Microsoft Outlook, but also track for email replies and perform update to the tickets in SharePoint live automatically.
Email response sent to the caller of ticket #4
Email reply received from the caller of ticket #4
The SharePoint ticket item is updated when any email response is sent out from the helpdesk, or received to the helpdesk.
Editing ticket from Outlook - When the time arises to edit or re-assign to another technician, or add a comment to a ticket, you cando that from the comfort of your Outlook. Just press the Edit button and that allows you to easily edit or update the data into the ticket or add new comment without using your web browser and searching for the particular ticket list item amongst the lot.
You can add comments, hours of work done, reschedule the due date and update the status, mark it resolved, in a single click. If the ticket had been resolved already, and if the caller phones the helpdesk to inform about the problem resurfacing again, you will have to reopen the ticket. In such a case, you can uncheck the ‘Mark As Resolved’ option and update the ticket. Doing so, it will trigger a case reopening notification alert, which Issue Tracker will send out to the assigned technician.
Getting access to your assigned tickets in Outlook - Would not it be nice, if you were to be able to see all the tickets that were assigned to you, from Outlook, and even work and update the ticket from within? From the ‘My Tickets’ panel, you can observe that, the tickets are listed in tabular form with detail information on other columns. When you select a ticket from the list, notice that, the buttons on the toolbar becomes active, and based on the state of the ticket (ongoing or resolved), the actions and tasks that can be performed on the ticket are enabled. You can reply to the caller, choose a relevant KB article to embed to the reply, forward to a third person or stakeholder, edit and comment to the ticket, mark as resolved or reopen or delete the ticket and more.
If you are the manager, and are assigning the ticket to a technician, Issue Tracker will automatically send out notification alert on the ticket assignment to the technician, as well as, insert due date appointment to the technician’s default calendar. Optionally, Issue Tracker will also add or update the due date information of the ticket into an administrator specified dedicated SharePoint calendar.
Conversation Threading - Get the Complete Picture of the problem
Most trouble tickets cannot be resolved within a single e-mail and response. Feedback from the caller and suggestions from the respective technicians often occur over multiple request-response emails. Moreover, different members from the support teams may provide resolutions during the course of the request. So, in practical scenario, a trouble ticket might have various e-mail versions of the resolution steps, making it cumbersome to get a complete picture of responses and resolution.With the conversation threading feature, Issue Tracker captures the complete course of the conversation chronologically, from all email communications received or sent (including those automated notifications sent to caller and technicians in due course). The end result is a consolidated view where all the responses to a ticket are collated together. Redundant and repeated conversations are filtered out to present only the relevant communications.
This eases the task of the helpdesk and minimizes repeating what has already been done, while keeping support team members to stay on the track. Another advantage is it allows the technician to quickly glimpse through the thread and get a complete overview on the responses in chronological order and resolution applied to the particular ticket, something which is hard to extract from viewing multiple email responses.
Generate live trouble tickets from Incoming emails on the fly
When a service request email is received, it needs to be converted into a trouble ticket or service work order. In typical service desk environment where the email is the main medium of correspondence, there is a feel of a 'disconnect' between the technicians and the ticket tracking system. The reason is that a technician has to manually create and log in new trouble ticket from email and this can be a major drawback if there is considerable emails traffic. Moreover, during off hours, weekends or holidays, support emails will remain unattended in your mailbox, increasing the anxiety and frustration of curious callers. It can increase response time affecting the overall performance of the help desk. Would not it be nice if the helpdesk system can automatically route support request to the appropriate technician who has the relevant skill to resolved it?
This is precisely why Issue Tracker is designed to operate in automation mode based on administrator defined ticketing workflow. That is, when certain mailboxes or mail-enabled public folders are configured for automation, Issue Tracker will intercept incoming emails  and automatically raise trouble tickets to the specified SharePoint list. Contact information is automatically extracted and populated from the emails along with the problem description into the tickets. The generated tickets will also inherit the default problem category, type, status or technician defined for that mailbox/folder in the workflow. As a consequence, automated emails of assignment will also be sent out to the technician. So, no longer you need to manually monitor your mailbox for support requests, raise tickets and assign technician. Issue Tracker does that all for you in a blink, enabling you to focus and concentrate on resolving the ticket rather than spending on the technicalities of ticketing process. This helps to improve the efficiency, and response time of your helpdesk team.
Send automatic notifications and alerts
You have implemented a helpdesk system to organize the ticketing process for your support team and increase efficiency and response time to support queries. However, if caller does not get the confirmation of ticket allotment, or if the technician does not get notification to their assigned tickets or on escalated email, it can result in delayed response time, defeating the very purpose of using a helpdesk system at the first place. An ideal helpdesk system should offer the flexibility of alerting the stakeholders associated with a ticket in every incident and events on the ticket.
Issue Tracker offers a range of automatic notification options based on the state of the ticket such as when a ticket is raised, escalated, resolved or reopened, or when a technician is assigned, or when the due date has lapsed etc. These alerts are send out directly when a relevant event occurs and the whole exercise is transparent to the technicians.
The content of these notification emails can be easily customized with the Templates Manager tool. You have a whole lot of choice for using placeholder variables, within the template. In runtime (that is, when the actual email is generated from the template), the enclosed variables will be substituted by their corresponding values.
Integrated Knowledge base
You and your support team frequently find trying to solve the same issue over and over. Your end-users send you emails on similar issues repeatedly. And if you are already aware of the solution, typically, you will try to compose the solution or if you have vague recollection of it, you would try to navigate to your existing document libraries, past emails etc. Just consider how much time and effort you had wasted in trying to find the right information at the moment of need, not to mention the delayed response to the support request. You wish you could share your knowledge on a centralized information system with other team members so that everyone has the same understanding and are communicating the same message when asked about specific issues!
Issue Tracker includes an integrated Knowledge Base system that allows your helpdesk team to document best practices and solutions to common problems, in the form of KB articles stored on a dedicated SharePoint list. A Question and Answer format is used to intuitively display KB articles. Each article may have any number of file attachments associated, rich-text elements, and hyperlinks to other web pages. All articles are tagged with a related problem category and problem type, so it is easy to find a particular resolution at time of needs.
So, the question is how can technician make use these knowledge base articles in replying to emails? Well, individual technician even need not go back and forth between the email (Outlook) and the KB articles (SharePoint). In the Issue Tracker toolbar or ribbon in Outlook, there are KB buttons, which the technician can use to choose one of this relevant KB article directly for replying to tickets or emails.
A dialog window allows the technicians to browse through the existing knowledge base articles, and select the relevant article to be embedded either as attachment, inline or as URL into the email reply.
Selected KB article can be applied or inserted into the replied email in varied format. You can choose to insert as attachment in the form of a word document (*.doc), Adobe PDF (*.pdf), Microsoft XPS (*.xps) or as single file MHTML (*.mht). You can also embed the selected KB article directly into the body of the email reply. Any inline images and formatting are preserved in its original state in the reply also. Alternatively, if your SharePoint site is opened (i.e., accessible via the web), then you can also insert the hyperlink or URL of the selected KB article into the reply, so that the recipient can simply click the hyperlink to open the relevant article in their web browser.
As these knowledge base articles reside in your SharePoint server, you can allow your end-users access to the KB website so that end-users and customers experiencing technical challenges can self-service the answer to their problem by accessing this web-based knowledge base. Once on the Knowledge Base web interface, end-users may click through the tiered problem categories and types to find articles they are looking for. They can even make use of the SharePoint inbuilt search functionality to query KB articles by keywords.A knowledge base repository acts as an effective knowledge sharing medium, boosting support productivity by leveraging collective knowledge and providing invaluable KB Articles to support technicians in a snap! It also helps in improving the average "First Call Resolution" timing significantly, as technicians find resolution to problems quickly.
Summary Reports and Statistics - Reporting, Charting, and Data Analysis
Once a helpdesk system is implemented by a support team, senior managers put extra efforts to improve the ticketing and support process for faster response time and efficiency. Information mining from existing tickets to find for trends and other hidden measures such as response and resolution durations and analyzing these mathematical values for cues are critical to devise an effective strategy for helpdesk best practices. In a nutshell, the helpdesk system should aid in extracting mission critical information and intelligence that will enable better decision- in the team and organization.With summary reports, managers can generate summarized reports on support tickets based on different time interval. It appraises on the current happenings on the helpdesk and enables tracking the progress of tickets. It provides an overview about when tickets are logged, due, worked and resolved over a period of time. Any fields can be selected for inclusion into the reports which can then be exported to Excel, Text, XML or HTML web page or printed for sharing and easy distribution.
The inbuilt statistical tool in Issue Tracker allows displaying trouble tickets data from the SharePoint lists to multidimensional data structures in grids, charts and graphs and support most common operations such as pivoting, drill down/slice and dice, filtering etc. This gives managers a unique opportunity to analyze their helpdesk data - slice and dice performance data to seek opportunity, drill down into trouble spots  to reinforce and strengthen policies.
It also provides various inbuilt reports specific to Issue Tracker tickets. Helpdesk managers can also easily create and save their user-defined reports for future references. Any report, chart, grid or graph can be saved to PDF, images, web pages or printed. 
Therefore, in addition to providing a mechanism to resolve customer problems, Issue Tracker gives senior IT managers with statistical information and understanding that aid in the decision-making process concerning the whole of help desk, and the organization as a whole. With such arrays of information, the organization can reengineer their help desk processes, reinforce resources and forecast problem areas and exploit all these factors for competitive advantage.
Part-I: Administrative Installation & Configuration For Helpdesk Administrator (12:19 mins)
Perform an administrative installation of Issue Tracker, choose SharePoint lists for storing the collected trouble tickets from Outlook, perform mapping between Outlook item mail fields and SharePoint list fields, control and streamline the behaviors of ticket collection techniques for all technicians etc.
Note: If this YouTube video does not work, try out one that is hosted on our site here 
Part-II: Technician Installation & Raising tickets to SharePoint For Helpdesk Technicians and Agents (14:26 mins)
Perform a technician installation of Issue Tracker, connect to Helpdesk Settings Data Source, raise trouble tickets from emails in Outlook to administrator defined SharePoint lists, learn how to track and deal with escalated tickets in Outlook, automate ticketing process to SharePoint, use Outlook views to organize Outlook mail items in an intuitive and informative way.
Note: If this YouTube video does not work, try out one that is hosted on our site here 
Part-III: Editing and Searching tickets from Outlook For Helpdesk Technicians and Agents (7:49 mins)
Learn how to edit and add new comments, time spent, rate and update the ticket in SharePoint directly from Outlook, display and work on tickets that are assigned to you, and make keyword search to tickets from the comfort of your Outlook.
Note: If this YouTube video does not work, try out one that is hosted on our site here  
Part-IV: Configuring a KB SharePoint list, use KB articles to reply to emails and tickets   For Helpdesk Technicians and Administrator (5:51 mins)
Perform configuration of a SharePoint List as a repository for knowledge base articles for used by all technicians, explore how to compose new KB articles and use these KB articles, to reply to tickets and emails in Outlook.
Note: If this YouTube video does not work, try out one that is hosted on our site here
Part-V: Embedding ticket due date appointment to Outlook or SharePoint calendar For Helpdesk Technicians and Agents (4:58 mins)
Learn how to setup automatic insertion of ticket due date appointment to the technician's mailbox calendar, when the manager assigns the technician to a ticket. Additionally, configure a common SharePoint calendar, to which Issue Tracker will add or update due date appointment of all the tickets.
Note: If this YouTube video does not work, try out one that is hosted on our site here
Part-VI: Generating Reports and Statistics  For Helpdesk Technicians and Agents (10 mins)
Learn how to generate summarized reports on support tickets based on different time interval, and analyze tickets data from the SharePoint lists in multidimensional OLAP view to extract critical information and intelligence.
Note: If this YouTube video does not work, try out one that is hosted on our site here
Organizations with Enterprise Licenses
There are two licenses option available for this product: The Country Enterprise License (CEL) allows deployment of the product to unlimited number of users within the organization but limited to a country. The Global Enterprise License(GEL) allows multi-national companies (MNCs) unrestricted use and deployment of the product in multiple subsidiary companies and sites world-wide. 
Country Enterprise License with Unlimited Seats* Ideal for a Company for deployment to any number of users within a Country - $1,500 (3 years Support and Maintenance Contract Included) 
Global Enterprise License with Unlimited Seats* Ideal for a multi-national company for use within all its subsidiary companies operating around the world - $2,400 (3 years Support and Maintenance Contract Included)