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The only comprehensive helpdesk system
entirely integrated seamlessly within your Microsoft®
Outlook® , transforming it from a simple email client to a
fully fledged service provider. |
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Personal Helpdesk is
an add-on solution for
Microsoft Outlook that makes it very easy to manage
support requests from your end-users submitted by
email, phone calls or web. Designed in line with
ITIL guidelines, Personal Helpdesk enables you to
log, analyze, track or
escalate support requests in an organized and
structured way in Outlook. The end result
is an improved issue tracking mechanism in Microsoft
Outlook that utilize efficient
processes for faster response and resolution time. |
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Highlights:
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Seamless Integration
with
Microsoft Outlook1
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Use
a local PST folder,
public folder
or a
mailbox to
store the support cases |
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Convert
phone calls, emails,
appointments,
tasks to support cases |
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Drag-and-drop
conversion of emails to support
cases |
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Conversation threading -
Chronological arrangement of emails
in single thread |
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Automatic processing
of incoming support requests |
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Import
callers from local address book or
GAL2
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Automatic notifications of Email
and SMS3
to helpdesk events |
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Assign
and enforce Service Level
Agreement (SLA) on support cases |
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Asset
Tracking
and
Management |
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More
than
30 Outlook views designed for
different helpdesk perspectives |
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Keywords
and
advanced search options in Outlook
folder views |
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Integrated statistics
- Reporting, Charting, and
Data
Analysis |
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Use
Skype/modem phone to make outgoing
calls |
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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. |
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Integrated
knowledge base in Outlook
as well as on Web Access. |
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Export
cases
to external database - Access®,
MS SQL, MySQL, Oracle etc. |
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Supports
English,
Español, Norwegian, Dutch, Deutsch
and French languages |
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Fully supports
Outlook 2010 |
1
Outlook 2003, Outlook 2007, Outlook
2010 (32 bit only)
2
Global Address List
3
Short Messaging Service
4
Asynchronous JavaScript and XML
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30 days trial
Extendable
to another
30 days on request |
Personal License (for a single
technician seat)
150
USD /
~97
GBP /
~144
AUD /
152
CAD
(3
yrs
Support and Maintenance Contract
Included) |
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Download brochure
(PDF) |
License is valid
life-time. However, technical assistance and
free upgrades are bound to the validity of the Support and Maintenance
Contract
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Free license for Academic
Institutions (Schools, Colleges and Universities) -
Learn More...
Free license for Microsoft MVPs -
Learn More...
50% discount for non-profit, non-academic organizations (e.g.,
Charitable trusts,
hospitals,).
Learn More... |
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Purpose of this add-in
If
you rely on emails as your primary support mechanism in
Microsoft Outlook, chances of some requests getting lost
in the cluttered Inbox are high. Fact is, without the
proper organization and tracking capabilities in
Outlook, one finds almost impossible to know when a
problem has been resolved, or when the caller replied
etc. Moreover, Outlook itself is highly optimized for
personal email exchange, due to which it often falls
short when it comes to providing a complete history of
an event over time. For example, when an email has been
replied or forwarded, the you tend to lose insight into
the progress. This has a serious implication, i.e., in
its original state, Outlook simply lacks the automation,
reporting, reminders, and workflow to manage a support
ticket request, which is critical for helpdesk looking
to optimize and uniformly improve support staff and
customer interactions.
Personal Helpdesk overcomes these
limitations by
extending your Outlook as an ideal platform to
collect, track and resolve trouble
tickets all with ease in your Outlook. It brings all of
help desk functionalities and automation and
seamlessly integrates
with the easy workflow of Outlook, thereby allowing you
to work in the same way you do with emails. Apart from
emails, it can also integrate with fixed phones, Skype
or SMS and supports relaying helpdesk response over
these communication channels too.
More importantly, it can automatically process incoming
support request emails to support cases, enforce
service level,
set due date and send automated notifications,
thereby cutting the overhead of manual tasks significantly
while making it easier for you to work flexibly. The inbuilt
knowledge base besides acting as an effective knowledge
sharing medium, helps in improving the average
'First Call Resolution' timing significantly, as you
find resolution to problems quickly. With the
asset management and
tracking module, you can easily
view every problem and incident ever reported on a specific
asset.
Furthermore, on the Customer Web Service site,
end-users can submit new support requests via a web
form, check status, or search through the knowledge base for
first level support.
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With
the inbuilt statistics, support cases data
can be displayed in grids, charts and graphs,
enabling you to evaluate the performance of the
helpdesk and in-turn ensures timely decision
making for improved service.
