Help Desk Email Templates User`s Manual
Contents
1. SAP ip Help Desk Email Templates Sperry n Soft Md ret ter reac User s Manual uet LL TROA O OEO ROOT OORO OE 2 C ontieurme theAdd iNest aeee ee eaae Rae eaaa aa eiA Eee EEE ia aSa 3 Help Desk Email Templates Settings 2 rta ea ee EE ee ore ROKK re eeii e 3 Troubleshooting ernen E ES 4 Help Desk Email Templates Copyright 2012 Sperry Software Inc Page 1 Welcome Thank you for choosing the Help Desk Email Templates add in created by Sperry Software This add in allows you or your users to streamline communications with IT support by having the emails to them have configurable standardized and predefined subjects In addition the add in can be set to pre address the emails to a general help desk routing operator which can be a human or an Outlook desktop with a set of rules designed to forward the help desk emails to their appropriate destinations To set it up In the configuration area for the Help Desk Email Templates add in enter the email address where the emails are to be sent or click Choose Address and select the desired address It can also be a distribution list which can be useful if there is a small IT staff and no one particular person handles specific assignments Now click Apply and then click Ok to go back to the main Outlook window That s it Now when the Create Ticket button is selected a prompt will come up with the default subjects After one is chosen the email will show up ready f2. be modified this is the button text below the button that actually invokes the email to the IT Support department It defaults to Create Ticket but can be renamed to Request Help or Support Query or whatever text means the most to you or your end users The Email To field is necessary in order to be able to have the email be pre addressed when it is invoked An individual s email address can be specified here or a distribution list You can also specify more than one email address if necessary by separating multiple email addresses with a semicolon The last option is the list of available subjects By default a list of top level subjects is included and also has nested subtypes and categories Subtypes are used to differentiate and refine the original subject and Categories are used to differentiate and refine Subtypes For instance one of the available Subjects is Hardware Under the Hardware Subject there s a PC Subtype and under PC is a Laptop Help Desk Email Templates Copyright O 2012 Sperry Software Inc Page 3 Battery Category The main topic is always used as the email subject and any optional Subtypes and Categories are placed into the body of the email To edit the list of available subject subtypes and categories it is necessary to locate the file in Windows Explorer By default it is at Documents Sperry Software HelpDeskEmailSubjects xml Find the file and right click then choose Edit not Open Th
3. is brings it into Notepad where it can be edited The file is in XML and can be saved like a normal text file once the changes are complete Once all the changes are complete click Apply then OK to close the Configuration window Please keep in mind that Sperry Software can customize the add in for orders comprising 20 or more licenses so that no file editing or license key entering needs to be done Help Desk Email Templates Copyright 2012 Sperry Software Inc Page 4 Troubleshooting Q The Sperry Software Add ins button is not visible A The add in may have become disabled For Outlook 2007 users On the Outlook Menu click Help Disabled Items If Sperry Software is listed enable it and restart Outlook The Sperry Software toolbar may not be set to Visible On the Outlook Menu click View Toolbars and make sure that Sperry Software is checked For Outlook 2010 and higher users Go to File Options Add ins Manage COM Add ins Go look for the Sperry Software Engine Framework and uncheck the add in Restart Outlook Go back to the same spot and this time check it Restart Outlook and it should now be present Q The Sperry Software Add ins button does not respond A Run the add in Reset tool The add in reset tool can be downloaded from http www sperrysoftware com outlook tools as Q How can we contact you for more help A For help on more in depth issues check our Knowledge Ba
4. or adding any additional details All the user needs to do is click Send Help Desk Email Templates Copyright 2012 Sperry Software Inc Page 2 Configuring the Add in Once the installation is complete you are ready to use Help Desk Email Templates When you open Outlook you will notice a new button Sperry Software Add ins added to the toolbar v Inbox Microsoft Outlook i File Edit View Go Tools Actions NOD32 Help i Anew gt ey Du X Reply QReplytoall Foward Ba W i j Send Receive g Ly Search add xk Ml ag Sperry Software Add Ins Clicking this button displays the Sperry Software Add ins configuration screen It is on this screen that settings are made to control the add in s functionality Help Desk Email Templates Settings Mf Spey Software An Configuration I Instaled Add ins Add in Configuration Owon leon Add tn Options z k Email T g MB Helo Dust Eval Tem Outlook Tab Label Heip Desk Outlook Button Text Create Ticket Emal Options About Options Help ax Cancel EL M There are two options to control the look and feel of the add in as it appears to you or your end users The first is the Outlook Tab Label The tab name defaults to Help Desk but can renamed as appropriate Note This feature is only enabled if the add in is running in Outlook 2010 or higher because there are no tabs in the main window of Outlook 2007 The Outlook Button Text is also available to
5. se Help Desk Email Templates Copyright 2012 Sperry Software Inc Page 5
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