Kontron USM Outlook App

Overview

As a full-service IT provider, Kontron places the perfect customer experience at the center of its activities. To ensure consistently high quality in the ITSM/ESM sector, Kontron has extended the functionality of the USU service solution with specific features.

With the Kontron USM Outlook App, users can manage the entire ticketing process directly from Microsoft Outlook – without switching between systems. Tickets can be created, updated, and tracked where daily communication takes place. The solution increases efficiency, transparency, and acceptance by integrating ticket management into the familiar Outlook environment.

Important functions

• One-click ticket creation: Convert emails into tickets directly in Outlook.
• Categorization & prioritization: Structured ticket creation right from the start.
• Real-time access: All relevant ticket data directly in the Outlook interface.
• Automatic content capture: Relevant email data is transferred into the ticket automatically.
• Central ticket overview: Current and historical tickets available at a glance.
• SSO integration: No separate login required.

Use cases

• Service desk employees quickly creating tickets from customer emails.
• Team members tracking status and history of tickets without leaving Outlook.
• Managers monitoring service efficiency through centralized ticket views.

Customer / user benefits

• Save time and clicks – fewer manual steps.
• No media breaks – work seamlessly in Outlook.
• Higher capture rate – more emails converted into tickets.
• Transparency – clear overview of all tickets and their history.
• High acceptance – familiar Outlook look & feel.

Reporting / dashboards
Ticket overviews and histories are displayed directly in Outlook; integration with USU dashboards remains possible via the backend.

Integration

The Kontron USM Outlook App integrates seamlessly with USU Service Management. No separate setup required, available directly in Outlook (desktop & web version).