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Team Helpdesk for Outlook
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ITIL guided helpdesk system for support team, with seamless integration of Microsoft Outlook. Log, collaborate, analyze and assist in the resolution of issues. Auto-process incoming supports requests and send automated emails or SMS alerts. Integrated knowledge base, asset tracking, SLA and OLAP statistics...

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1 Some columns in the Technicians/Problems/Assets/Callers list grid have disappeared! Administrator 2
2 Define supervisors for each technician to whom SLA breach alerts would be sent to Administrator 3
3 Configure Team Helpdesk to allow additional information to be inputted to the new case before it sends out the auto alerts Administrator 2
4 How to prevent certain KB articles from being published on the CWS site Administrator 2
5 Opening a case item in its form takes a long time to load Administrator 4
6 Analyzing Time Spent data on cases in OLAP Statistics Administrator 2
7 How to implement archiving of old resolved cases in Team Helpdesk Administrator 4
8 Color coding of Case items based on Case Status Administrator 4
9 Understanding the Response Time and Due Time components of a SLA Administrator 3
10 Notifying supervisors and managers on new ticket and assignments Administrator 2
 
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