Sending random emails to IT support can lead to confusion and inefficencies. The
Help Desk Email Templates add-in helps to solve that problem by forcing users to choose from a list of predefined subjects
that the Help Desk chooses. This way, emails can be quickly (and in some cases automatically) routed to their
correct place and dealt with efficiently.
Originally designed to work with the Numara Track-It! help desk system, this add-in streamlines the way users begin communication
with the IT help desk. It has since been broadened to be a more powerful way for users to report a problem and it now works
as a standalone system. This makes it a perfect fit for all types of organizations from the smallest businesses to large
enterprise companies looking to refine and enhance help desk operations.
A typical use would be to roll out the add-in to all the end users. When a user has a computer problem, he can click on the
Help Desk Email Templates button in his Outlook toolbar. The user is then presented with a list of pre-defined topics that
must be chosen before the email can be seen. The topics can be nested up to three levels deep, for exactness.
A standardized list of typical help desk topics is included in the add-in by default. Here are just a few of the "top level" topics (see below for the complete list):
Computer Hardware
Software Applications
Network
Phone
Procurement
New Employee Setup
Modify User Account
Delete User Account
Security / Accounts
This list is completely customizable. After the user selects the first topic, it is used as the subject of the email, and any
(optional) sub-topics are included in the body of the email. This way, IT support departments can automatically filter and route
the emails to the correct people just based on the subject of the email.
The add-in can also (optionally) force the user to add text to the body of the email to get a further description of the problem up front
instead of the usual back and forth email conversation that usually occurs.
The Help Desk Email Templates add-in features include:
Gives users the ability to send preconfigured emails to the help desk
Configurable pre-defined topics
Topics can be nested up to three level deep
Optionally force the user to enter text into the email body
To make it simple for users, the button text (to create the IT help desk email) is configurable
In Outlook 2010, the tab text can be changed too
Easily enable/disable the add-in
Integrates directly into Microsoft® Outlook® for easy access
Works with Microsoft Outlook 2010 (both 64-bit and 32-bit), Outlook 2007
Sperry Software can customize and deliver your version of the add-in for your end users as a system administrator friendly MSI package, so the add-in can be distributable via group policy. The list of topics, sub-topics, the button text - it can all be customized to make it appear as part of your corporate system. See our corporate licensing page for details on how to get started with that program.
More Information
Here is the complete list of top level topics and sub-topics that come with the add-in by default:
Computer Hardware
AS400
Scanner/Bar-code Reader
Printers
Other
PC
Laptop - Battery
Laptop - Screen
Laptop
PC
Mac
Monitor
Docking Station
Keyboard
Mouse
Printer
Blue Screen Of Death
Other
Network
Server
Router
Access Points
Switch
UPS
Other
Software Applications
AS400 - Varsity
AS400 - Boss
AS400 - EDI
AS400 - PRMS
AS400 - ATOMIC
Email
E-Commerce
MS Word
MS Excel
MS Powerpoint
MS Visio
MS Project
Adobe Reader
Adobe Dreamweaver
Adobe Illustrator
Adobe InDesign
Adobe Photoshop
Enterprise Analytics
Enterprise Planning
Cisco IP Communicator
Cisco Agent
Auto Cad
Solidworks
VM Fusion
McAfee
SharePoint
Fetch ftp
Welcomemenu
Other
Network
Restore
Increase Storage
Setup New Server
Network Performances
Printer
Create Share Drive
Other
Phone
Setup Phone
Setup Cell Phone
Greeting
Communication Lines
Other
Procurement
PC
Laptop
Laptop Battery
Laptop Power Supply/Cable
Software
Server
Keyboard
Monitor
Mobile device
Phone
Mac
Other
New Employee Setup
*All - Areas
AS400
PC
Enterprise Analytics
Enterprise Planning
Email
E-Commerce
Phone
Setup Voice Mail Account
Require Extension and Phone
Other
Network
Other
Modify User Account
*All - Areas
AS400
PC
Enterprise Analytics
Enterprise Planning
Email
E-Commerce
Phone
Change Voice Mail Password
Require International Calling Feature
Other
Network
Other
Delete User Account
*All - Areas
AS400
PC
Enterprise Analytics
Enterprise Planning
Email
E-Commerce
Voice Mail
Network
Other
Security / Accounts
Reset Password
AS400
Email
Network
Other
Grant Access
Network Folder/Drive
Email
Internet Site
Download Application
Other
Remember that this list is completely customizable; it starts off this way to help you consider all the area that IT may be responsible for in your organization.
Plus web chat, email, and phone support to help you get up and running
Sperry Software is dedicated to providing first class support. Two years of upgrades and support are provided with every add-in purchase. We're also on Facebook, and you can read our Blog.
Growing your business? Our Send Individually Outlook add-in sends an email to each of your recipients, with just one person's name in the To field which increases your response rates. Click here to find out more.
Sending random emails to IT support can lead to confusion and inefficencies. The
Help Desk Email Templates add-in helps to solve that problem by forcing users to choose from a list of predefined subjects
that the Help Desk chooses. This way, emails can be quickly (and in some cases automatically) routed to their
correct place and dealt with efficiently.
