Folder HelpDesk is a helpdesk software that integrates with Microsoft Outlook. It allows support tickets to be created and managed within Outlook. Tickets can be filled out with dropdown selections and saved without errors. The software provides views of open tickets, reporting, and a knowledge base integration to save tickets as articles. It is designed to help support centers and helpdesks work efficiently with customer issues and tickets directly in Outlook.

1. With Folder HelpDesk for Outlook, support centres and other
helpdesks can work efficiently with support cases inside
Microsoft Outlook. The support tickets are easy to fill out, as
values can be selected from dropdowns, and few mandatory
fields ensures that the tickets are saved without problems.
Folder HelpDesk is centrally installed and configured, and the
users only have to make a simple installation of the client tool.
Folder HelpDesk may be used with any Outlook folder.
Folder HelpDesk has integrated Excel reports, and tickets can
be saved in a knowledge base for future reference. Full text
search as well as field search is smoothly performed for both
open and closed tickets.
Folder HelpDesk has different views for the open tickets. Group
the ticket list by Caller category, Importance, Incident type,
Responsible or Status and see overviews in the HTML views:
Kanban board, Month view, Year view, Timeline Responsibles,
Timeline Incidents, Timeline Callers and Incidents view. You
can also create custom views.
Folder HelpDesk can of course also be used for other issue
tracking purposes.
Welcome to the show!
Peter Kalmström
CEO, kalmstrom.com Business Solutions
Folder HelpDesk ‒ Introduction
Folder HelpDesk works with Microsoft Office 2010 and abovewww.kalmstrom.com

2. www.kalmstrom.com
Folder HelpDesk ‒ Outlook Mailbox Ribbon Group
Manual conversion of e-mails,
tasks or appointments into tickets
Folder HelpDesk works with Microsoft Office 2010 and above

3. www.kalmstrom.com
Folder HelpDesk ‒ Outlook Tasks and Calendar Ribbon Groups
Folder HelpDesk works with Microsoft Office 2010 and above
The Open ticket button is only
visible when a converted e-mail,
task or appointment is selected.

4. Folder HelpDesk is fully
integrated in Outlook
List of open tickets
www.kalmstrom.com
Folder HelpDesk ‒ Outlook Folder
The Folder HelpDesk ribbon group
Install in a public folder or a
shared mailbox
Folder HelpDesk works with Microsoft Office 2010 and above

5. Use the Outlook reading pane for
the Folder HelpDesk tickets.
E-mails sent from the ticket
www.kalmstrom.com
Folder HelpDesk ‒ Reading Pane
Folder HelpDesk works with Microsoft Office 2010 and above

6. This is the default ticket HTML form, but
you may customize it to meet your
specific needs.
Data from customized fields can be
included in the statistics.
The Toolbar Strip contains
buttons for:
Save ticket and Close window
Save ticket
Close ticket
Create task
Add FAQ answer
Forward ticket
Create KBase article
Print ticket
Delete ticket
Send e-mails to
Responsible and Caller
Folder HelpDesk ‒ Ticket form
www.kalmstrom.com
Call via desktop
calling application
Folder HelpDesk works with Microsoft Office 2010 and above

7. Created by, Date and Ticket ID
are set automatically.
Folder HelpDesk ‒ Issue reported by telephone
www.kalmstrom.com
The Caller may be picked from the Global
Address List or from Outlook Contacts, or
chosen from the dropdown.
When the name is added, the rest of the
caller info is filled out automatically.
New callers are written in and may be
added to the database automatically.
Folder HelpDesk works with Microsoft Office 2010 and above

8. 1. A new e-mail has arrived.
2. With a click on the Folder
HelpDesk "Convert" button in
Outlook, information in the e-mail
is copied into a new ticket or
added to an existing ticket.
Folder HelpDesk ‒ Issue reported by e-mail – the e-mail
www.kalmstrom.com
E-mails may also be converted
into tickets automatically.
Folder HelpDesk works with Microsoft Office 2010 and above

9. The sender of the e-mail
Folder HelpDesk ‒ Issue reported by e-mail – the ticket
www.kalmstrom.com
The body text of the e-mail is filled
out under the Incident label
Incident Type and
Responsible are set
manually, or set a default
responsible for each caller
Other details about sender are filled
out if existent in the system
Folder HelpDesk works with Microsoft Office 2010 and above

10. Folder HelpDesk ‒ Issue reported in web form
www.kalmstrom.com
Enable Folder HelpDesk to
fetch tickets from the web
form at specified intervals, or
do it manually by using this
button.
Folder HelpDesk works with Microsoft Office 2010 and above
Incorporate your own Incident
Types to the web form.
The web form may be
customized.

11. Folder HelpDesk ‒ Kanban View
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
Select the HTML views to visualize
open tickets in colorful overviews.
In the kanban board, the color
coded ticket cards can be filtered,
searched and dragged between the
status phases.
Right click to open
the Details Pane.

12. Folder HelpDesk ‒ Month View
www.kalmstrom.com
Select another
month.
Folder HelpDesk works with Microsoft Office 2010 and above

13. Folder HelpDesk ‒ Year View
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
Highlighted
months have
open tasks

14. Folder HelpDesk ‒ Timeline Responsibles
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
The Responsible view is useful when one of
the staff is absent, as you only have to drag
and drop the tickets to another person.

15. Folder HelpDesk ‒ Timeline Incidents
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above

16. Folder HelpDesk ‒ Timeline Callers
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above

17. Folder HelpDesk ‒ Incidents View
www.kalmstrom.com
Each incident type is
visualized as a pie chart
This incident type has
2 tickets with the
status value Waiting
Folder HelpDesk works with Microsoft Office 2010 and above

18. Click here to search among
the open tickets.
Folder HelpDesk ‒ Search open tickets
www.kalmstrom.com
The word(s) or number(s) are
searched in all the fields and
bodies of the open tickets.
Folder HelpDesk works with Microsoft Office 2010 and above

19. Search by Incident Type, Responsible, Free text or Ticket ID
Click Reopen to open the
ticket again.
Click on the ticket to read it.
The Advanced button gives you
many more search alternatives
Folder HelpDesk ‒ Search closed tickets
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above

20. So far you have seen the most
important features of Folder
HelpDesk.
This is also what the helpdesk staff
normally have to learn, which is
rapidly done if they are already
familiar with Microsoft Outlook.
Now I will show you what happens
”behind the scene” in the
administrator settings.
Let’s continue!
Folder HelpDesk ‒ Settings
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above

21. Folder HelpDesk ‒ Incident Settings
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
Here tickets are color coded
by Incident Type in the
kanban and month views.
Minutes worked indicates how many
minutes it normally takes to solve this
kind of Incident.
Incident Types are shown in
the ticket and picked from a
drop list by the helpdesk staff.
Incident Category is used in the
statistics reports, but the helpdesk
staff don’t have to bother with it.

22. Folder HelpDesk ‒ Caller Settings
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
All this information is filled
out automatically in the
ticket when a caller is
picked.
This caller is excluded
from automatic e-mails
A default Responsible may be
selected for each caller.
The Caller settings are useful for helpdesks
serving a known group of people.

23. Folder HelpDesk ‒ Templates
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
Customize different kinds of
standardized e-mails sent from
within the tickets

24. Folder HelpDesk ‒ Create FAQ
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
Click the ticket FAQ button to
insert a FAQ
Write or paste the standard
answer/FAQ here.
List of standard answers
Remove, create or update FAQ

25. Folder HelpDesk ‒ Custom fields
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
New callers can be
automatically added to
the Callers list when their
details are entered in a
new ticket.
This field has been added to
the ticket. Check it and click
Apply, and data from the
customized field will be saved
to the database and can be
studied in the Excel reports.
Show time for e-mail
reception instead of ticket
creation time.

26. Folder HelpDesk ‒ HTML Views settings
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
Decide if colors should be used
for incident types or responsibles
Check this box if values in a
custom field should be used as
lanes in the kanban view.

27. Folder HelpDesk ‒ Other Settings tab
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above
Sender address of e-mails
from Folder HelpDesk
Use the kalmstrom.com
knowledge base with
Folder HelpDesk
Settings for web form monitoring
Send automatic notifications
E-mail history may be saved in
tickets, in folders ‒ or both.

28. Folder HelpDesk can create Excel
reports based on the information
given in the database (Access or
SQL Server).
This is very useful for a manager
who wants to see what kind of
problems are reported, how
problem solving time is distributed,
what problems different staff has
been working with etc.
All the standard Excel features may
be used with the reports, so it is
easy to modify them. You can also
create custom reports that will be
saved and updated together with
your other reports.
Folder HelpDesk ‒ Excel reports
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above

29. All Excel features may be used
The reports list has
predefined reports,
but you can easily add
your own.
Graph
Pivot
Folder HelpDesk Excel reports
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above

30. Drill into the pivot table
by clicking the plus sign
Folder HelpDesk Excel reports ‒ drilling and filtering
www.kalmstrom.com
Here the tickets are
filtered so that only the
open tickets are shown
Folder HelpDesk works with Microsoft Office 2010 and above

31. Add any fields to
the graphs
Folder HelpDesk Excel reports ‒ graph
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above

32. I recommend that you use
Folder HelpDesk with my
knowledge base, KBase for
Outlook.
When a case is finished the
ticket can be saved as a KBase
article just by pressing a button
in the ticket. For more info
about KBase, please refer to the
kalmstrom.com website.
I hope you are still with me for
the last part!
Folder HelpDesk ‒ Knowledge Base
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above

33. Articles can be grouped by category and type
Folder HelpDesk ‒ KBase, homepage
www.kalmstrom.com
KBase is fully integrated
in Microsoft Outlook.
Folder HelpDesk works with Microsoft Office 2010 and above

34. Creator is filled out
automatically when the
article is posted
The KBase article is a standard Outlook post item, and all
the Outlook tools – like format text, spell check and insert
attachments and images – work as they normally do.
Write or paste the text
here. The ticket body will
be placed here when an
article is created from
Folder HelpDesk.
Drop-downs for Category
and Type
Folder HelpDesk ‒ KBase article
www.kalmstrom.com
These two are custom fields,
added easily in the KBase
settings without coding.
Folder HelpDesk works with Microsoft Office 2010 and above

35. www.kalmstrom.com
A table of contents is
generated automatically.
Articles are grouped by
category and type and
with a collapsible outline.
Uncheck the
Problem category
or type you don’t
want to publish.
Publish KBase Articles to HTML
Folder HelpDesk works with Microsoft Office 2010 and above

36. Thank you for watching this slide show!
You will find more information about
Folder HelpDesk for Outlook at
http://www.kalmstrom.com/products/F
olderHelpDesk/.
There you may download the full
version of the software and evaluate it
for 30 days before you decide if you
want to use it.
I recommend you to also download the
manual, which has detailed information
about settings, statistics and advanced
features, explanations for the end
users and a full description of how to
install and upgrade Folder HelpDesk.
On my web site you will also find video
demonstrations on Folder HelpDesk, as
well as information about subscription
levels and conditions.
Folder HelpDesk ‒ More info
www.kalmstrom.com Folder HelpDesk works with Microsoft Office 2010 and above