SupportCalls with Outlook

Caller Web Access (CWA)

The Caller Web Access is a set of ASP.NET web interfaces through which callers can login to track the progress and status of their support cases. Allowing callers to have access to their helpdesk cases through the comfort of a web browser, not only provide self-served information exchange in matter of seconds, but also relieve the helpdesk staffs from diverting their valuable time in replying to non-critical calls and emails back and forth with the callers. These instead help the helpdesk to concentrate on its critical goals and missions.

The site requires caller to authenticate their credential by inputting their email address and password that was provided by the helpdesk staff via email/SMS.

Caller web login page

Once logged on, the caller would be able to see all the support cases allotted to him/her under the 'My Cases' member area over a period of time. The cases are sorted by the last modified date/time in descending order. The caller can click any one of the support case and open the selected case in a new window to have a detail view.

With the Caller Web Access, a caller can:

Submit new support request
Escalate ongoing support case
Withdraw ongoing support case
Re-open closed support case

'My Cases' member area of Caller Web Access (CWA)

The case form in CWA consists of many fields including custom fields that might be used for in-house properties. Most of the fields are read-only, and only few such fields such as those of caller information are editable by the caller. However, to further escalate the case (holds true if the problem is still ongoing), there is a WYSIWYG editor with which a new description related to the problem can be composed and submitted instead of the hassle of composing emails and forwarding it to the helpdesk email address. Callers also have the flexibility of uploading any number of files as attachments to the current case.

If the caller has already found a solution to the problem, or was helped by a solution recommended earlier from the helpdesk, he/she can simply close/withdraw the case.