SupportCalls with Outlook

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.


For Personal Edition
	PDF format* (9.41 MB)
	XPS format** (11.2 MB)

For Team Edition
	PDF format* (10.7 MB)
	XPS format** (12.8 MB)

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


For Personal Edition
	PDF format* (408 KB)
	XPS format** (495 KB)

For Team Edition
	Managerial Installation and Configuration PDF format* (474 KB)
	Managerial Installation and Configuration XPS format** (606 KB)
	Client Installation PDF format* (185 KB)
	Client Installation XPS format** (259 KB)

Setup 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)

Setup 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 ).

Team Helpdesk - Recent articles (more articles)

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


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