Centralized Help Desk

[Eileen]

I need to use Oulook as a solution to centralize our departments help desk
requests. My job is to create this environment for our group of 12. Has
anyone seen Outlook used like this before and/or any suggestions?

 

[Judy Gleeson \(MVP Outlook\)]

I have seen this accomplished many times with a generic Mailbox and a team
working all the job requests that are sent there by the organisation's
personnel.

The key consideration I have noticed in this type of workflow process is
whether the 12 people will pull work from the generic Inbox or be pushed
work from the generic Inbox. Get back to me on this.

Using Categories can be very helpful to show who is working on each email.

Regards

Judy Gleeson
MVP Outlook
Trainer and Consultant www.pragmatix.com.au
My suggested settings for Outlook 2003 are FREE on my website.

..

 

[Eileen]

Judy,

Thank you so much for reaching out to me.
Primarily, we will be working a generic mailbox and the team of 12 will be
pulling from it.

How would this be set up? I see where categories is a good idea to kepe
track of who is working on each email.

Do you think I should set up folders for each person and have the person
grab from the mailbox and move to their folder?

Thanks for your ideas and suggestions.

Eileen

 

[Judy Gleeson \(MVP Outlook\)]

I don't know what you would gain by dragging to Folders.

You haven't explained what functionality you want, including, for example,
what you need to be able to report on. So I am loath to make more
suggestions. Explain what you need to be able to do - without suggesting
how to use Outlook to do it and I'll give you some ideas on how to use
Outlook to do it.

Generally using Categories is more useful than Folders and you rarely need
both.

Regards

Judy Gleeson
MVP Outlook
Trainer and Consultant www.pragmatix.com.au
My suggested settings for Outlook 2003 are FREE on my website.

..

 

[Eileen]

Judy,

Basically, our system is set up like this. Emails are sent to our group
which is a distribution list. This means that when an email is sent, it is
sent to each one of us. This takes up alot of space especially when
screenshots and files are attached. Also, alot of the time it is not
necessary for all of us to receive each and every email.

Part 1 of the objective is to get this mailbox functional so that the emails
coming to this distribution list go to this one central point for management.
From there, each of us will pick the emails that concern us and move from the
central point to .....their own folder??? This will unclutter the box which
is also something management would like to see.

Part 2 is to develop and implement the method of managing the requests that
come in.

Thanks so much for your help. I cant tell you how much I appreciate it.
Eileen

 

[Judy Gleeson \(MVP Outlook\)]

You didn't really answer my question about what reporting you require. For
example does this mean that you DON'T need to know:

1. who is working on each current request
2. who worked on a completed request
3. what an ill staff member has in their current work pile

Regards

Judy Gleeson
MVP Outlook
Trainer and Consultant www.pragmatix.com.au
My suggested settings for Outlook 2003 are FREE on my website.

..

 

[Eileen]

I'm sorry Judy,

YES, i will need to know all of this:

1. who is working on each current request
2. who worked on a completed request
3. what an ill staff member has in their current work pile

and status of request if possible.

Thanks

 

[Judy Gleeson \(MVP Outlook\)]

Ok that's easier now.

Here's my suggestion:

Use 2 folders in the Mailbox. Inbox and make one called Completed Work
Folder.

Add the Categories Field to both Folders.
Have each user make their own Category called "my name" eg Judy Gleeson for
me in their Master Category List.
When each worker selects an email to work on, they change it's category to
their name eg Judy Gleeson.
When I complete that email, I drag it to the Completed Work Folder.

This approach enables you to:

see who's working on what (and take it over if they are away)
answer client questions about who's working on this
see who did what
Group By category
Filter By Category (define your own views to show just my work, my team's
work etc)


Regards

Judy Gleeson
MVP Outlook
Trainer and Consultant www.pragmatix.com.au
My suggested settings for Outlook 2003 are FREE on my website.

..

 

[Eileen]

Thank you so much Judy for your help. I just started a new job and I have to
make a good presentation with this project. I appreciate your help.