Can I Use Microsoft Outlook as a Makeshift Helpdesk Ticketing System?

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Dear [Root] Access,

I handle an increasing volume of support requests and issues through my Outlook inbox, and I’m finding it increasingly difficult to keep everything organized and prioritized.

I’m curious: Is it possible to turn my Outlook inbox into a makeshift ticketing system without relying on third-party software? Are there built-in features or workflows in Outlook that could help me categorize, track, and respond to these requests effectively?

Any tips or strategies you could share would help me immensely.

—Outlook Overload

Dear Outlook Overload,

Microsoft never designed Outlook to act as an alternative to helpdesk software. Even so, smaller organizations might be able to configure Outlook to handle support requests, enabling them to manage these tasks without investing in a dedicated ticketing system. 

Designate a mailbox for support requests

The first step in using Outlook as a support platform is to establish a separate mailbox solely for support requests and nothing else. While this first step might seem obvious, I wanted to mention it anyway because having a dedicated mailbox is crucial for maintaining an organized support process.

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Create an Outlook template for IT support

I also recommend creating an Outlook template for submitting support requests. This template will help in at least two ways. 

First, it ensures that users provide all necessary information to the helpdesk when requesting support. By having a structured template, the likelihood of leaving out critical details (which often happens with free-form email submissions) decreases significantly.

Second, templates simplify the automation of handling support requests, a topic I’ll discuss in a moment.

To create a template, start by composing a new message in Outlook. In the message body, design a form for users to fill out when submitting requests. After you have finished, select “Save As” from the File menu and save the message as an Outlook Template (.OFT file). It’s best to store this file in a central location accessible to all users. When someone needs to submit a support request, they can open the .OFT file and use it as the basis for their message to the helpdesk.

Copy text from this example below and paste it into an Outlook email. Customize it to your needs. Remember to save the email as a template to share with users.

Set up Outlook rules for support requests

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Another trick for using Outlook in a support environment is to set up rules that automatically sort and process incoming requests. You can create new rules by clicking on the File menu and selecting “Manage Rules and Alerts.”

Although Outlook rules have become more limited in scope over the years, they remain a valuable tool, particularly in organizations with multiple support technicians. 

One way to implement Outlook rules is by sorting messages based on the sender. This approach can be helpful if each technician is assigned to specific departments. For instance, you might create separate folders for each technician and move requests to their respective folder according to the sender.

Another option is to sort incoming messages by subject line. If one technician specializes in printer-related issues, you could build a rule that automatically directs messages mentioning printers into that technician’s folder. Additionally, you can prioritize requests by setting rules that flag messages containing terms like “urgent” or “critical.”

Categorize emails in Outlook

One more way of using Outlook as a makeshift ticketing system is by categorizing emails. When you right-click on an email message, a menu appears with several options, including the ability to categorize the message. Outlook has default categories with generic names, like “Red” or “Blue,” but you can rename these categories depending on your needs. For example, you might create categories that reflect the status of individual requests, such as “New,” “In Progress,” “Completed,” and “Waiting on Parts.”

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Use Search Folders to filter emails

Once you have a categorization system, you can make it easier to browse messages by creating search folders. To do this, expand the Search Folders section of the folders list, right-click “Search Folders,” and select “New Search Folders.” You can then create folders that display only specific categories of messages. For instance, if you want to view all outstanding support requests awaiting parts, you can set up a search folder that filters messages by the “Waiting for Parts” category. A system like this lets you build a custom view of your support requests, which you can access anytime by clicking the search folder you have created.

As you can see, there are many ways to organize your helpdesk using Outlook. However, it’s important to note that while Outlook has limitations, some Microsoft 365 subscriptions provide access to Power Automate. This tool can further enhance your support processes by allowing you to create automated workflows in Outlook, improving efficiency and organization. 

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