home | products | services | support | knowledgebase | Blog | contact

Documentation

For new technicians, especially for those with less or no experience with Outlook, initial interaction with the system would be a learning curve. Moreover, to cash in the advanced helpdesk features and automation settings, it would be imperative for IT managers to understand technology thoroughly, and what all it can do and its limitations.
 

Additional Information and Resources
 We strive to provide as much as information here in this section, in the form of external links, special articles, knowledge base, white papers, PDF downloads etc. The following lists all published documentation on SupportCalls system with Outlook. Each of the documentation is available in multiple formats such as Windows Compiled Help (CHM), Adobe portable document format (PDF*) or an online HTML version.
 

PowerPoint Slide Presentation
This is an introductory slide presentation on SupportCalls System, on what is it and how it can aid your helpdesk to automate and increase productivity.

PowerPoint slide (2007 format)

 

 

All-in-one help manual
This is an elaborate documentation that will guide helpdesk managers and technicians alike how to install, configure, and work with support cases in matter of minutes.

 
PDF format* (10.7 MB)
  XPS format** (12.8 MB)
 

 

 

SupportCalls Managerial Installation & Configuration
A step-by-step guide for helpdesk administrators/managers to configure an Exchange public folder or mailbox to be used with SupportCalls system.

 
PDF format* (474 KB)
  XPS format** (606 KB)
 

 

SupportCalls Client Installation
A step-by-step guide for technicians to install the SupportCalls Client tool in their system so that they can work on support cases in the configured SupportCalls folders.

 
PDF format* (185 KB)
  XPS format** (259 KB)
 

 

How to setup and use Technician Web Access (TWA)?
A guide on how to configure the TWA website and allows remote technicians to work on support cases via a web browser.

 
PDF format* (1004 KB)
  XPS format** (1323 KB)
 

 

 

How to setup and use Customer Web Service (CWS)?
A guide on how to configure the CWS website and allows end-users to find answers to their problems via the knowledge base or submit new support request and for existing callers to self-service on their support cases.

 
PDF format* (1220 KB)
  XPS format** (1542 KB)
 

 

*Before attempting to read PDF file, you will need to have the Adobe Acrobat Reader installed (download Acrobat Reader ). The free Adobe Acrobat reader will allow you to view and print PDF files.

**Before attempting to read XPS file, you will need to have the XPS viewer installed (download Microsoft XPS viewer now ).

 

 
 
SupportCalls - Recent articles
bullet KB 1001: Benefits of using a helpdesk within Microsoft® Outlook® connected to Exchange
bullet KB 1002: Understand how SupportCalls system helps in the organization's CRM needs
bullet KB 1003: Service level agreements (SLA) and escalations in SupportCalls system
bullet KB 1004: Helpdesk best practice - Automating support case generation from incoming e-mail
bullet KB 1005: Understand how SupportCalls System supports SMS using HTTP gateway or Skype
bullet KB 1006: Understand how SupportCalls system  supports making calls using attached phones or Skype
bullet KB 1007: Automatically add due date appointment and task in the concerned technician's mailbox
bullet KB 1008: Automatic assignment of appropriate technicians to newly created support cases
bullet KB 1009: Asset inventory tracking and management in SupportCalls system
bullet KB 1010: Enable existing callers to track their support requests online

more articles

 
Copyright © 2007-2010 AssistMyTeam. All rights reserved. privacy policy | news | about us | community service | site map