SupportCalls with Outlook 2.6 Description:

An ITIL guided helpdesk with integrated asset tracking, SupportCalls system is a full featured and automated issue tracking system available right in your Outlook.

Using Microsoft Exchange as repository for storing support cases, it provides support staffs with all the necessary tools to log, collaborate, analyze and assist in the resolution of helpdesk issues.

SupportCalls with Outlook is a complex Outlook add-on which offers many features in order to make calls easier.

With support for automated messaging and notifications using varied communication channels such as emails, phone calls or SMS, it offers your helpdesk to cut the overhead of manual tasks significantly while making it easier for team to work flexibly.

SupportCalls is also available via web access - perfect for remote support staffs. Furthermore, end-users can submit new support requests via a web form, check status, or search through the knowledge base, all via a web browser for first level support.

With the inbuilt statistics, support cases data can be displayed in grids, charts and graphs, enabling helpdesk managers to evaluate the performance of the helpdesk and in-turn ensures timely decision making for improved service.

To sum up, SupportCalls improves the efficiency of your helpdesk to enable faster response time and higher productivity for your organization at lower operating costs. After all, the bottom line for your helpdesk team is for your end-users to receive better and timely service.

Benefits for your organization
Work on support cases in your Outlook as if you would work on emails
Technician Web Access - work on support cases via a browser
Single enterprise-wide view of support cases, callers and problems
Little or no training requirement on the part of your support technicians
Centralized data storage on Microsoft Exchange - enable collaboration
Enable integration with Active Directory
Common point-of-call for your end-users
Structured workflow for all helpdesk activity
Automate support request logging and notifications - no manual tasks
Higher productivity and increased "up-time" for support staffs
Organized state of cases means faster tracking requests
Identify problem areas and increase helpdesk efficiency
"Do more with less" - affordable one-time fee with enterprise license

Benefits for your end-users
Always in communication loop via automated email/messaging
Caller Web Access - create, track, escalate or withdraw support request
Inspires confidence to the helpdesk service
A self-service knowledge base that act as first level support
Check on the progress or status of the case via web
Request support in a standardized way through structured web form
Case get resolved in a timely manner and hence customer satisfaction

SupportCalls with Outlook 2.6 Features:

· 100% Microsoft Office Outlook1 integration
· No database requirement - cases are stored in your exchange server (supports hosted exchange server too)
· No file server requirement - Only a simple client install
· No change required to default Outlook security settings
· Use a public folder or a shared mailbox
· Convert phone calls, emails, appointments, tasks to support cases
· Drag-and-drop conversion of emails to support cases
· Incoming email monitoring and automatic processing
· Schedule appointment, assign task in technician's mailbox
· Import callers/technicians from local address book or GAL2
· Automatic notifications of Email and SMS3 to helpdesk events
· Automatic assignment of technicians to new support cases
· Assign and enforce Service Level Agreement (SLA) on support cases
· Asset Tracking and Management
· Access control mechanism for non-admin staffs
· More than 30 Outlook views designed for different helpdesk perspectives
· Keywords and advanced search options in Outlook folder views
· Integrated statistics - Reporting, Charting, and Data Analysis
· Use Skype/modem phone to make outgoing calls
· Technician Web Access (TWA) - AJAX4 enabled ASP.NET site through which remote technicians can work on support cases with a browser.
· Customer Web Service (CWS) - AJAX enabled ASP.NET sites through which end-users can submit, escalate, withdraw, reopen or check status on their support cases online. Include a self-service web knowledge base.
· Integrated knowledge base in Outlook as well as on Web Access.
· Export cases to external database - Access, MS SQL, MySQL, Oracle etc

SupportCalls with Outlook 2.6 Requirements:

· Microsoft Outlook 2003 (SP2 or higher) or Microsoft Outlook 2007
· .NET 2.0 Framework

SupportCalls with Outlook 2.6 Limitations:

· 30 days trial

Related searches:

easydesk helpdesk - automated composing system

SupportCalls with Outlook security information

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