An incident ticket management groupware add-in that leverages Microsoft Outlook, Exchange and SharePoint and provides an easy way for support staff to collect ticket data from emails, assign technicians and problem areas, set due date and other custom metadata. And then use the information to generate trouble tickets in one of the administrator defined SharePoint lists, where customer issues can be tracked and collaborated with other technicians and stakeholders to seek an early resolution.
The inbuilt issue tracking list template in SharePoint is only good for basic tracking requirement and lacks the automation and sophistication necessary to function as an effective help desk system. Moreover, there is no direct and easy way to source the ticket information, say from your emails in Outlook, except copy and paste, which is time consuming and laborious. One of the important goals for a help desk 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 e-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 cracks.
Issue Tracker system from AssistMyTeam provides an easy way for support staffs to collect ticket data from emails and use the information to generate tickets in SharePoint lists, where they can be tracked. Because SharePoint is used for ticket collection and collaboration, it is highly scalable. 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.