SupportCalls with Outlook - Logging support cases

Logging support cases

Support cases can be generated from diverse source such as incoming emails, appointments, tasks, phone calls, web forms etc. and are available instantly to all members of the helpdesk team via Outlook or web browser. Cases generation can be automated by allowing SupportCalls to monitor any number of mail-enabled public folders or shared mailboxes. This is particular useful when you have a dedicated support mailbox (for eg. support@yourcompany.com).

From emails, appointments, tasks
Just select those emails and click the 'Convert to cases' button to convert into support request cases. If the selected email is a reply from caller based on some earlier conversation initiated from the technician and has the support request tag embedded in the email subject (eg. Re: SupportCase [1973]:Troubleshooting the MacBook Air SuperDrive), then it would added to the existing case (eg. 1973) else, a new support request would be created.

Under Outlook explorer

Under Outlook 2007 ribbon of mail inspector

Automatic processing of incoming emails to support cases is supported only on Outlook emails - SupportCalls can be configured to intercept incoming emails from any number of shared mailboxes and mail-enabled public folders and automatically generate support cases out of the emails. Processed emails then can be moved to another folder or can be moved altogether to the SupportCalls email history folder. Contact information is automatically populated and the summary and description fields are filled in.

From Web form submission
Many help desk requests submitted by email can be ineffective if the caller has not given appropriate information relevant to the problems for issue tracking! The fact is there is constant email battles when trying to simply mine for the critical information that support technicians need to resolve the service request; not to mention resolving the request in a timely, efficient manner! So instead of many communication chains with the caller to pull for critical information, how about having those information pushed to technicians in one go! This is where a web form comes handy to collect information in a structured way. The SupportCalls web case submission allows for your end-users and customers to submit their service request through an intuitive, easy-to-use web form interface; needing only their favorite web browser. Submitted information are then automatically emailed to a mailbox monitored by SupportCalls, which will eventually get converted to a support request case in the 'Ongoing cases' folder.

From SupportCalls Web Access
For remote technicians who cannot access and work on support cases in the public folder or shared folder of the company's exchange server, SupportCalls provides them an easy web interface accessible through a web browser on the internet. A new support case can be then logged from within the web interface and submitted which would then get emailed to a dedicated mailbox monitored by SupportCalls. So eventually it would be then stored into the 'Ongoing cases' folder.