An add-on solution for Microsoft Office Outlook that makes it very easy for your helpdesk team
The only comprehensive helpdesk system entirely integrated seamlessly within your Microsoft Outlook , transforming it from a simple email client to a full fledged service provider.
SupportCalls system is an add-on solution for Microsoft Outlook that makes it very easy for your helpdesk team to manage support requests from your end-users submitted by email, phone calls or web.
Features:
Microsoft Outlook integration
Separate Managerial and 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.
Save support requests, KB articles or other Outlook items to filtered webpage (.htm,.html), web-archive single file (.mht), Microsoft Word documents (.doc), Adobe Portable documents (.pdf), Paper Specification documents (.xps).
Integrated knowledge base in Outlook as well as on Web Access.
Select a KB article, convert it to DOC, MHT, PDF or XPS document and automatically attach to emails in two clicks!
Export cases to external database - Access, MS SQL, MySQL, Oracle etc.
Available in Standard and Professional Editions
Supports English, Espaņol, Norwegian, Dutch, Deutsch and French languages
Fully supports Outlook 2010New!.
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. 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.