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SupportCalls 4.1.6811


Description of

SupportCalls


SupportCalls system is an add-on solution for Microsoft Office 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.The only automated helpdesk system integrated seamlessly with Microsoft Outlook. 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.As a summary, 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 organization1. Work on support cases in your Outlook as if you would work on emails2. Technician Web Access - work on support cases via a browser3. Single enterprise-wide view of support cases, callers and problems4. Little or no training requirement on the part of your support technicians5. Centralized data storage on Microsoft Exchange - enable collaboration6. Enable integration with Active Directory7. Common point-of-call for your end-users8. Structured workflow for all helpdesk activity9. Automate support request logging and notifications - no manual tasks10. Higher productivity and increased "up-time" for support staffs11. Organized state of cases means faster tracking requests12. Identify problem areas and increase helpdesk efficiency13. "Do more with less" - affordable one-time fee with enterprise license14. Benefits for your end-users15. Always in communication loop via automated email/messaging16. Caller Web Access - create, track, escalate or withdraw support request17. Inspires confidence to the helpdesk service18. A self-service knowledge base that act as first level support19. Check on the progress or status of the case via web20. Request support in a standardized way through structured web form21. Case get resolved in a timely manner and hence customer satisfaction22. SupportCalls with Outlook Features:23. 100% Microsoft Office Outlook1 integration24. No database requirement - cases are stored in your exchange server (supports hosted exchange server too)25. No file server requirement - Only a simple client install26. No change required to default Outlook security settings27. Use a public folder or a shared mailbox28. Convert phone calls, emails, appointments, tasks to support cases29. Drag-and-drop conversion of emails to support cases30. Incoming email monitoring and automatic processing31. Schedule appointment, assign task in technicians mailbox32. Import callers/technicians from local address list or GAL233. Automatic notifications of e-mail and SMS3 to helpdesk events34. Automatic assignment of technicians to new support cases35. Assign and enforce Service Level Agreement (SLA) on support cases36. Asset Tracking and Management37. Access control mechanism for non-admin staffs38. More than 30 Outlook views designed for different helpdesk perspectives39. Keywords and advanced search options in Outlook folder views40. Integrated statistics - Reporting, Charting, and Data Analysis41. Use Skype/modem phone to make outgoing calls42. Technician Web Access (TWA) - AJAX4 enabled ASP.NET site through which remote technicians can work on support cases with a browser.43. 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.44. Integrated knowledge base in Outlook as well as on Web Access.45. Export cases to external database - Access, MS SQL, MySQL, Oracle etc46. Available in Standard and Professional Editions47. Supports English, Norwegian, Dutch and GermanNew! languagesRequirements:* Microsoft Outlook 2003 (SP2 or higher) or Microsoft Outlook 2007* .NET 2.0 Framework


Published by: assistmyteam.net
Downloads: 734
File Size: 51.6 MB
License: Shareware
Product Homepage: Visit assistmyteam.net
Release Date: 19 August, 2012
OS: Windows
Download Location: Primary Download Link Broken? Report it!


SupportCalls 4.1.6811 Download Tags:


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