SupportCalls with Outlook 2.5
ITIL guided, automated helpdesk system integrated seamlessly with Outlook. Supports Emails, SMS and phone calls, Web UI for technicians and end-users.
An ITIL guided helpdesk with integrated asset tracking, SupportCalls system is a fully featured and automated issue tracking system available right in your Outlook. Using Microsoft Exchange (can be hosted one too) 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. Monitor mailboxes and public folders and automatically process incoming emails to support cases, assign technicians on the fly and enforce service level agreements (SLA). 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. Restrict access to administrative tools, customize email templates, frame predefined answers and reply to emails with a click.
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 levarages your existing investment such as Microsoft Outlook, Microsoft Exchange, Skype and the Web to improve the efficiency of your helpdesk to enable faster response time and higher productivity for your helpdesk at lower operating costs.
- 100% Microsoft Office Outlook 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 GAL
- Automatic notifications of Email and SMS 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) - AJAX 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
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
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
Compabilities:
- Window XP
- Windows 2003
- Windows Vista
You can download a free trial version of SupportCalls with Outlook and test it before purchasing:
Download SupportCalls with Outlook (22386 Kb)
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Developer info
Product info
Discounts
Electronically
- educational
- non-profit organization
Money-back guarantee
No Refund Policy! Our products can be evaluated for 30 days with no limitation so that you have enough time to make a decision of whether the product meet your requirements.
