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Specify a dedicated exchange mailbox (common) account to
send out any emails from your helpdesk team
e.g.
support@somecompany.com. This mean, all your
technicians, when replying to callers on their
assigned support cases, will use the common email
account in the "From:" field of the outgoing emails.
This helps in having a central account that
SupportCalls can not only send out emails, but also
monitor for replies from callers, thereby
enhancing the overall response speed to support
requests.
Note: To work with this feature, the helpdesk
manager has to explicitly grant 'Send on
behalf' of rights to the technicians. You do
that from the windows server: Active Directory
Users and Computers > Common account > Properties >
Exchange General > Delivery Options.
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Specify which hourly rate to use in statistics -
technician rate, problem rate or department rate.
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Enables SupportCalls to maintain an email history
folder where all incoming email replies from callers
are stored. By default, this option is enabled. |
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Check this option to only process support requests coming
from callers that already exist in the SupportCalls
caller list. Any emails from outside the caller list
are simply ignored. For monitored folders and
mailboxes, emails that are not from the callers list
are moved to a subfolder 'Unprocessed Emails'.
Please note that, to use this feature, technicians
would need to have a higher permission (such as
Publishing editor or owner) over the monitored
mailbox or folder. By
default, this option is disabled.
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Checking this option would prevent technicians from
marking support cases as closed if the total time
spent field is empty (nil). By default, this option is unchecked. |
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Allow assignment of a support case to multiple
technicians so that each technician can work on a
sub-task. By default, only a single technician is
allowed per case. |
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This option enables a technician to convert multiple
selected Outlook items such as emails,
appointments or tasks to support request cases
in a single-click. Use the
'Convert to case(s)' button to achieve this. By default, SupportCalls processes a single email to support
case, no matter how many emails were selected.
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This option enables a technician to batch-process
any support case specific operations such as marking
as resolved, deleting, printing, re-opening etc. on
multiple support cases. By default, SupportCalls
processes a single support case when such operation
is initiated. |
