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Total Microsoft
Outlook 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 - means the
technician is not bounded to be in same
local area network to access and work on
support cases |
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No script
behind SupportCalls specific Outlook forms
thereby allowing preview pane support on
case/knowledge base item in folder view |
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Use a public
folder or a shared mailbox |
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Import callers/technicians from local
address book or GAL/Active Directory |
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Automatic notification of emails and SMS
to helpdesk events |
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Customize email and notification templates |
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Use rich text,
formatted HTML, images in case with supports
for all kind of file formats as attachments.
Use Outlook inbuilt editor to format any
part of the case description field |
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Incoming
email monitoring & automatic conversion |
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Notification
Manager |
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Automatic Email
Notifications |
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Convert
appointments, tasks to support cases |
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User
customizable e-mail/SMS templates |
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Asset
Tracking and Management |
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Integrated
Contact Manager |
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Integrated
Archiving Tool |
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Short Message
Service (SMS) via HTTP |
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Short Message
Service (SMS) via Skype |
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Phone Calls via
Skype |
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Phone Calls via
attached modem |
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Automatic
SMS Alerts on help desk events |
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Inbuilt
knowledge base |
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AJAX enabled
ASP.NET sites - Customer Web Service
(CWS) including Caller Web Access
(CWA) |
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Technician
Web Access (TWA) with AJAX enabled
ASP.NET site |
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Export support
cases to a database of your choice (Access,
MSSQL, Oracle, MySQL) |
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Generate
Summary Reports |
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Integrated OLAP statistics and reporting
tool |
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Reporting,
Charting, and Data Analysis |
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30 Outlook
views specialized for help desk |
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Search Outlook
views |
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Technician
specific Outlook view 'My Cases' - enables
each technician to only see those cases that
were assigned to them |
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Embed case
Outlook link in emails sent to technicians
so that technicians can directly click the
link to open the case and start working on
it |
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Quick Actions
in folder view (Reply, Call, SMS, Close,
Convert to KB, Print, Delete etc.) |
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Add due date
appointment in technician's calendar
(automatic manual) |
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Add due date
task in technician's calendar
(automatic/manual) |
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Enable case
assignee to browse through technician's
calendar from within the case form before
assigning a due date |
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Maintain due
date schedule calendars in public folder for
all technicians |
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Use a
dedicated mailbox for all outgoing
emails for all technicians |
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Automatic
assignment of technicians in auto-generated
web cases based on relationship defined
between problem types and technicians |
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Automatic
assignment of technicians to auto-generated
cases in Outlook based on relationship
between callers and technicians |
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Due date
monitoring and automatic reminders to
concerned technicians when the case is about
to be overdue |
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Support for
Outlook 2007 ribbons |
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Support for
Outlook 2007 form region in folder view (on
both Ongoing and Resolved folders) |
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Help desk
functionality tightly integrated with
Outlook contacts |
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Import
caller, technician list from Outlook
contacts and global address list |
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Choice of
hourly rate (technician/problem/department)
for calculating cost to support a case |
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List Manager -
compatible with Microsoft Excel and other
spreadsheets. Support direct copy and paste |
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Limit access
control to non-admin technicians for
administrative features |
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Support
multiple technicians assignment to a case |
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Drag-and-drop
raw emails to SupportCalls Ongoing folder
for automatic case generations |
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Mail enable
SupportCalls Ongoing folder to convert any
incoming emails to support cases |
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Install/uninstall support - conveniently
install and uninstall from your machine |
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Printing
support and customizable print template |
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Support
custom fields |
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Works without needing any change in Outlook
security settings |
