SupportCalls system v.4.0


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. 100% Microsoft Office Outlook1 integrationbullet No database requirement - cases are stored in your exchange server (supports hosted exchange server too)bullet No file server requirement - Only a simple client installbullet No change required to default Outlook security settingsbullet Use a public folder or a shared mailboxbullet Convert phone calls, emails, appointments, tasks to support casesbullet Drag-and-drop conversion of emails to support casesbullet Incoming email monitoring and automatic processingbullet Schedule appointment, assign task in technician's mailboxbullet Import callers/technicians from local address book or GAL2bullet Automatic notifications of Email and SMS3 to helpdesk eventsbullet Automatic assignment of technicians to new support casesbullet Assign and enforce Service Level Agreement (SLA) on support casesbullet Asset Tracking and Managementbullet Access control mechanism for non-admin staffsbullet More than 30 Outlook views designed for different helpdesk perspectivesbullet Keywords and advanced search options in Outlook folder viewsbullet Integrated statistics - Reporting, Charting, and Data Analysisbullet Use Skype/modem phone to make outgoing callsbullet Technician Web Access (TWA) - AJAX4 enabled ASP.NET site through which remote technicians can work on support cases with a browser.bullet 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.bullet 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).bullet Integrated knowledge base in Outlook as well as on Web Access.bullet Select a KB article, convert it to DOC, MHT, PDF or XPS document and automatically attach to emails in two clicks!bullet Export cases to external database - Access, MS SQL, MySQL, Oracle etc.bullet Available in Standard and Professional Editionsbullet Supports English, EspadoT-ol, Norwegian, Dutch and GermanNew! languagesAn 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.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 organizationbullet Work on support cases in your Outlook as if you would work on emailsbullet Technician Web Access - work on support cases via a browserbullet Single enterprise-wide view of support cases, callers and problemsbullet Little or no training requirement on the part of your support techniciansbullet Centralized data storage on Microsoft Exchange - enable collaborationbullet Enable integration with Active Directorybullet Common point-of-call for your end-usersbullet Structured workflow for all helpdesk activitybullet Automate support request logging and notifications - no manual tasksbullet Higher productivity and increased "up-time" for support staffsbullet Organized state of cases means faster tracking requestsbullet Identify problem areas and increase helpdesk efficiencybullet "Do more with less" - affordable one-time fee with enterprise license Benefits for your end-usersbullet Always in communication loop via automated email/messagingbullet Caller Web Access - create, track, escalate or withdraw support requestbullet Inspires confidence to the helpdesk servicebullet A self-service knowledge base that act as first level supportbullet Check on the progress or status of the case via webbullet Request support in a standardized way through structured web formbullet Case get resolved in a timely manner and hence customer satisfactionFree/Discounted Enterprise license! How to get one?bullet 50% discounted price on organization with a non-profit stature (e.g., Charitable trusts, hospitals, educational institutions and universities). Submit a requestbullet FREE license plus 2 years of extended support contract and maintenance, for organization/individual who help us in translating our product to French or Italian. Write to us

SupportCalls system is an add-on solution for ...

support, helpdesk, outlook, access, microsoft, phone, emails, knowledge, server, documents

  • SupportCalls system
  • 4.0
  • AssistMyTeam
  • WinXP, Win2003, Win2000, Win Vista, Windows 7
  • Shareware
  • 51 Mb
  • 158

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