If you're intested in using Outlook as helpdesk (or if you already do so and use Outlook for you support mails, but it's getting too much), you might have a look at ReplyButler.
It's a helpdesk software that's extending Outlook with some nifty features:
- You can use text modules in Outlook
- In automatically sorts answered e-mails
- I reminds you when you forgot an attachment
- It suggests text templates that might be right for the current e-mail
Since it's a plug-in for Outlook and not a web-based tool, it's very easy to use (after all, you already know how to use MS Outlook, do you ;-) and you're not depending on being online for your support work, which is great when you're not in your office, but travelling.
So, check it out.
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