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.

Highlights:   Seamless Integration with Microsoft Outlook1 Use a local PST folder, public folder or a mailbox to store the support cases Convert phone calls, emails, appointments, tasks to support cases Drag-and-drop conversion of emails to support cases Conversation threading - Chronological arrangement of emails in single thread Automatic processing of incoming support requests Import callers from local address book or GAL2 Automatic notifications of Email and SMS3 to helpdesk events Assign and enforce Service Level Agreement (SLA) on support cases Asset Tracking and Management 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 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. Integrated knowledge base in Outlook as well as on Web Access. Export cases to external database - Access®, MS SQL, MySQL, Oracle etc. Supports English, Español, Norwegian, Dutch, Deutsch and French languages 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)       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   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...

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.