Without the add-in
- Every enquiry is copied into the ticket system by hand
- The status of an email stays hidden in the mailbox
- Attachments are scattered across individual mailboxes
- Follow-up emails land somewhere, not on the item
An Outlook add-in for service providers that turns any email into a ticket.
An Outlook add-in is an extension that brings a business application straight into the Outlook window. With teamspace that means a customer email becomes a ticket with one click, complete with channel, status and owner, and you follow what happens next on a preview card inside Outlook. Part of the Service Desk software in teamspace, with no module surcharge.
Without and with the add-in
What changes when the ticket is created in Outlook.
With the add-in
- An email becomes a ticket with one click, without leaving Outlook
- Contacts and appointments sync with teamspace
- Attachments move into file management, versioned
- Follow-up emails sort themselves by the ticket number
In the inbox
teamspace opens right beside the inbox.
Instead of copying emails into the system by hand, the add-in creates the ticket where the email already sits. From the inbox you choose channel, status and owner, and the status comes back to Outlook as a preview card.
Outlook m.krause@dienstleister.de
Posteingang
Von 09:14
v.voigt@heyer-plan.de
Re: Anbindung Schnittstelle
Guten Tag, beim Import über die neue Schnittstelle bricht der Lauf ab. Können Sie sich das ansehen?
Angebot_Schnittstelle.pdf
TEAMSPACE Add-in
Als Ticket anlegen
Kanal Support
Status Neu
Besitzer Ich
#4711 In Arbeit
Vorschaukarte in Outlook
Bearbeiter
M. Krause
Kanal
Support
Eingegangen
vor 2 Std
letzter Vorgang · an Support übergeben
Aus der Mail wird ein Ticket mit eigener Nummer. Den Status sehen Sie weiter in Outlook.
From the email
An email becomes a ticket.
Many enquiries still arrive through a personal mailbox rather than the service address. Anyone who wants to keep an overview would have to copy such emails into the system by hand. The add-in takes that step off your hands.
- An email becomes a ticket, with three choices: when you create it you pick the ticket channel, the status and whether to set yourself as the owner. The subject and body of the email fill in the title and description.
- A unique ticket ID is generated for the enquiry. When the customer replies later, the follow-up email is assigned to the same ticket automatically via the ID.
- The sender matches the CRM contact, so the ticket is attached to the right customer record straight away. From there the Service Desk takes over, with channels, status and responsibility.
“We mostly work with the budget column.”
Tracking
You follow the ticket status inside Outlook.
Creating a ticket is one half of the job. The other is knowing what became of it, without switching to a second tool. For that the add-in shows a preview card for the ticket right inside Outlook.
- The unique ticket ID makes the enquiry findable again, even weeks later.
- Assignee, channel and status are visible, along with the time that has passed since it arrived.
- The last activity is shown, such as whether the ticket has been handed to someone or already closed. That way the overview stays in the mailbox.
Intro call
Let's take a look at your inbox together.
We open the add-in with your Outlook and your Microsoft 365 environment and walk the path from email to ticket through once together.
Sync
Contacts and appointments stay current.
For many staff, Outlook is the primary store for contacts and calendar. So that teamspace and Outlook do not drift apart, the add-in syncs both sides, in both directions.
- Contacts maintained once, equally current in Outlook and teamspace. A new point of contact does not need to be created twice.
- Appointments in sync, so a meeting in the Outlook calendar matches the one in the team calendar.
- In both directions: what is created in Outlook appears in teamspace, and the other way round, without anyone maintaining it twice.
Attachments
Attachments land on the right object.
Attachments are often the most valuable part of an email: contracts, quotes, specifications. They are hard to find again in an Outlook search. The add-in files them in a structured way.
- One click into file management, on the right customer, project or order, instead of buried in the mailbox.
- With versioning: if someone uploads a newer version, the old one is kept and remains traceable.
- Permissions per location, so only those already working on the item can see it.
teamspace in numbers
Behind the add-in stands a single vendor.
The Outlook add-in does not come from a third party but from the same house as teamspace, developed for over twenty years in the German-speaking SME market.
- 1999
developed in Darmstadt
- 400
customers across DACH
- 20,000
active users
- EU
data processing exclusively
Scope
The Outlook add-in in two areas.
What happens in the mailbox, and what IT needs to know for the rollout.
In the mailbox
- Outlook email to ticket with one click
- Choose channel, status and owner when creating it
- Unique ticket ID for every enquiry
- Follow-up emails sort themselves to the ID automatically
- Preview card with assignee, channel, status and elapsed time
- Last activity visible in the mailbox
- Attachments moved into file management, versioned
- Contacts and appointments synced with teamspace
Requirements and rollout
- Microsoft 365 and Outlook 2019 or newer
- Outlook in the browser, on the desktop and for Mac
- From Microsoft AppSource or via side-loading
- Rolled out centrally by IT administration
- Sign-in via a device password
- Hosting in the ISO 27001 data centre in Frankfurt am Main
Installation
Installed from AppSource, rolled out centrally.
A tool that everyone in service uses must not be a hurdle to set up. The add-in sits on the Microsoft platform, where IT already manages things.
- Installed via Microsoft AppSource, or by side-loading through IT administration if the marketplace is not the preferred route.
- Rolled out centrally: set up once, the add-in is available to the whole organisation, without everyone installing it themselves.
- Sign-in via a device password, your own password for applications without single sign-on. We clarify exactly what is needed before setup.
Comparison
Where the add-in is more than copy-paste.
Where a connected Outlook add-in differs from copying the email across by hand.
Feature
Copy the email by hand
teamspace with the add-in
Recommended An email to a ticket with one click
manual
Choose channel, status and owner when creating it
Unique ticket ID, follow-up emails assigned automatically
Ticket status as a preview card in Outlook
Email sender becomes the CRM contact
manual
Contacts and appointments synced
varies
Attachments versioned in file management
Rolled out centrally via AppSource
varies
Hosting in the ISO 27001 data centre in Frankfurt
varies
Use cases
Six ways through the Service Desk.
The add-in brings the email into the system. These areas go deeper into what happens before and after, each on its own page.
Ticket system
Three ticket types, channels, status and responsibility in detail.
Learn moreTicketing software
Enquiries from email, phone and web service become a ticket.
Learn moreCustomer portal
Customers open tickets themselves and see the status.
Learn moreSLA management
Response times per customer, with time remaining and a warning in the ticket.
Learn moreTicket billing
Service time to the minute, billed by interval or as a flat rate.
Learn moreTicket projects
Turn a ticket into a main project, sub-project or work package.
Learn moreSecurity
Email data stays in Germany.
Emails and attachments hold what matters to customers: terms, contracts, personal communication. The add-in passes to teamspace only what the user puts into the relevant context, and teamspace processes this data exclusively in the EU.
- Hosting in two geo-redundant, ISO 27001-certified data centres in Frankfurt am Main, with processing exclusively in the EU.
- GDPR-compliant by design, with a data processing agreement as standard.
- Encryption: TLS in transit, storage volumes in the data centre encrypted with AES-256.
- Made in Germany: development, support and operations by 5 POINT AG, based in Darmstadt, since 1999.
At a glance
The Outlook add-in is one part of the Service Desk.
The add-in brings the single email into the system. How teamspace runs the whole service, from channels through SLA and escalation to billing from the ticket, is shown in the Service Desk software overview.
To the Service Desk softwareContext
When an Outlook add-in pays off.
An Outlook add-in is an extension that embeds a business application into the Outlook window. Instead of jumping back and forth between mailbox and system, you handle the handover where the email already sits: the enquiry becomes a ticket, the status stays visible in Outlook, and contacts, appointments and attachments sync.
The effort pays off not from the first email, but from the point where customer enquiries come in through personal mailboxes and have to be distributed across the team. As soon as several people look after the same customer and no one can say for certain who is currently handling an enquiry, the mailbox is no longer enough. From then on teamspace carries every enquiry forward as an item, without anyone retyping it, and the assignee sees in familiar Outlook what became of it.
Glossary
Terms around the Outlook add-in.
Frequently confused terms, placed precisely within the teamspace model.
- Outlook add-in
- An extension that brings teamspace into the Outlook window. An email becomes a ticket, and the status stays visible in Outlook.
- Microsoft AppSource
- Microsoft's marketplace through which the add-in is installed. Alternatively, IT sets it up via side-loading.
- Side-loading
- Setting up the add-in through IT administration, without going through the AppSource marketplace.
- Device password
- Your own password for applications without single sign-on. The add-in uses it to sign in to teamspace.
- Ticket ID
- The unique number of a ticket. Incoming follow-up emails are assigned to the same ticket automatically by the ID.
- Preview card
- The ticket view in the Outlook add-in. It shows the assignee, channel, status, the elapsed time and the last activity.
- Ticket channel
- An intake channel by topic and responsibility. When creating from Outlook you choose which channel the ticket runs into.
Related modules
What the add-in connects to.
An email rarely stands alone: the customer in CRM, the project behind it, the hour that gets logged. Here are the shortest routes there.
CRM software
The email sender matches the customer record via the address, and the ticket stays linked to the contact.
- Email sender becomes the contact
- Customer record fills itself
- Contacts synced with Outlook
Project management
A growing request becomes a ticket project with its own structure, progress and finances.
- Ticket project in a single step
- Main project, sub-project or work package
- Ticket and project firmly linked
Time tracking online
Service hours are logged straight from the ticket onto the project and form the basis for billing.
- Log from the ticket
- Billable or internal, kept separate
- Basis for invoicing
What an Outlook add-in delivers in the service business
In the everyday service and sales work of a provider, a large part of the communication flows through Outlook. Enquiries, contact details, appointments and attachments arise in emails and then have to find their way into the service, CRM or project system. Anyone doing this by hand loses time and creates gaps.
The teamspace Outlook add-in closes this gap in the mailbox itself. A customer email becomes a ticket with one click, an attachment lands in the right file folder, and the assignee continues to see in Outlook what became of the enquiry. Without switching tools, without double entry.
Frequently asked questions about the teamspace Outlook add-in
Which Outlook versions are supported?
Microsoft 365 Outlook in the browser and on the desktop, Outlook 2019 and 2021 as well as Outlook for Mac. The scope is limited for older versions; we clarify the exact compatibility in the intro call.
How is the add-in installed?
Via Microsoft AppSource or by side-loading through IT administration. It can be rolled out centrally for the whole organisation; sign-in runs via a device password. We discuss the details before setup.
Does the add-in keep an eye on the ticket status?
Yes. A preview card shows the ticket right inside Outlook: the unique ID, the assignee, the channel, the status, the time elapsed since it arrived and the last activity. That way you see the status without opening teamspace.
Are contacts and appointments transferred?
Contacts and appointments sync between Outlook and teamspace, in both directions. A contact only needs to be maintained once and is current on both sides.
Does the add-in work in Outlook in the browser too?
Yes. Microsoft 365 Outlook in the browser is supported, as are the desktop and Outlook for Mac. In each case an email becomes a ticket in the Service Desk with one click.
What about Microsoft Teams?
Teams is a separate, optional integration that the customer activates with their own Microsoft account. When it is active, Teams calls appear in the CRM call list, and a call can be turned into a ticket. More on Microsoft Teams integration.
Intro call
Your Outlook setup reviewed in 20 minutes.
Show us your inbox and your Microsoft 365 environment, and we'll tell you where the add-in saves work and where your mailbox is enough.