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Product Overview |
The only comprehensive helpdesk system
entirely integrated seamlessly within your Microsoft
Office Outlook, transforming it from a simple email client to a
full fledged service provider.
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.
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100%
Microsoft Office Outlook1
integration |
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No database
requirement
- cases are stored in your exchange server
(supports hosted exchange server too) |
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No file server
requirement
- Only a simple client install |
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No
change required to
default Outlook security
settings |
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Use a public
folder
or a
shared mailbox |
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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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Incoming email
monitoring and
automatic processing |
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Schedule appointment, assign task
in technician's mailbox |
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Import
callers/technicians from local address book
or
GAL2
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Automatic
notifications of Email and SMS3
to helpdesk events |
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Automatic
assignment
of technicians to new support cases |
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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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Access
control
mechanism for non-admin staffs |
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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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Technician Web Access
(TWA) -
AJAX4
enabled ASP.NET site through which
remote technicians can work on
support cases with a browser. |
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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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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). |
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Integrated
knowledge base in Outlook
as well as on Web Access. |
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Select a KB article, convert it to
DOC, MHT, PDF or XPS document and
automatically attach to emails in
two clicks! |
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Export
cases
to external database - Access, MS
SQL, MySQL, Oracle etc. |
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Available in
Standard and Professional
Editions |
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Supports English,
Español,
Norwegian and Dutch
languages |
See more
features
1
Outlook 2003, Outlook 2007
2
Global Address List
3
Short Messaging Service
4
Asynchronous JavaScript and XML |
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Languages
supported:
English
Español
Norwegian
Dutch
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 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. 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.
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 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.
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Benefits for
your organization
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Work on support
cases in your Outlook as if you would work on
emails |
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Technician Web Access - work
on support cases via a
browser |
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Single
enterprise-wide view of support cases, callers
and problems |
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Little or no
training requirement on the part of your support
technicians |
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Centralized data
storage on Microsoft Exchange - enable
collaboration |
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Enable integration
with Active Directory |
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Common
point-of-call for your end-users |
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Structured workflow
for all helpdesk activity |
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Automate support
request logging and
notifications - no manual tasks |
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Higher productivity
and increased "up-time" for support staffs
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Organized state of
cases means faster tracking requests |
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Identify problem
areas and increase helpdesk efficiency
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"Do more with less"
- affordable one-time fee with enterprise
license |
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Benefits for your end-users
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Always in communication loop via automated email/messaging |
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Caller Web Access - create,
track, escalate or withdraw
support request |
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Inspires confidence to the helpdesk service |
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A
self-service knowledge base
that act as first level
support |
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Check on the progress or status of the case via web |
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Request support in a standardized way through
structured web form
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Case get resolved in a timely manner and hence customer satisfaction |
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| Leverage
Outlook
SupportCalls extends your Outlook to collect, track
and resolve support cases while sharing this
information with your support team.
Work on support request cases in the same way you
do with emails. |
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Leverage Exchange
SupportCalls makes use of an exchange mailbox or
public folder to centralize data storage and for
efficient collaboration - enabling interaction
with Active Directory, Global Address List and
folder permissions. |
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Leverage the
Web
Whether at
your office, at home, or away on business –
you have the security of knowing that you
are just a web browser away from logging
into your SupportCalls helpdesk system.
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Free/Discounted Enterprise license! How to get one?
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50% discounted price on
organization with a
non-profit stature (e.g.,
Charitable trusts,
hospitals, educational
institutions and
universities).
Submit a request |
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FREE license plus 2 years of
extended support contract
and maintenance, for
organization/individual who
help us in translating our
product to German, French or Italian.
Write to us |
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