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Team HelpDesk for Outlook Description

Manage support requests from your end-users submitted by email

Team Helpdesk System is an add-on solution for Microsoft Outlook that makes it very easy for your support team to manage support requests from your end-users submitted by email, phone calls or web. Designed in line with ITIL guidelines, Team Helpdesk enables your support staffs to log, analyze, track or escalate support requests in an organized and structured way in Outlook. The end result is an improved support team that utilize efficient processes for faster response and resolution time.

Features:

Microsoft Outlook1 integration

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

Automatic processing of incoming support requests

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.

Supports English, Español, Norwegian, Dutch, Deutsch and French languages

Fully supports Outlook 2010

Conversation threading - Chronological arrangement of emails in single thread.

Team HelpDesk for Outlook Limitations

60 days trial

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Team HelpDesk for Outlook User Reviews

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