Welcome to SupportCalls System
Introduction
Introduction
How does it work?
Major Features
Benefits
Available Editions
Requirements
Installation
Managerial Installation and Configuration
Client Installation
SupportCalls Outlook Folders
History folder
KB folder
Ongoing Cases folder
Resolved Cases folder
Schedules folder
Settings folder
SupportCalls Menu & Toolbars
Administrative Settings
Personal Settings
Access Control
Assets List Manager
Technicians List Manager
Problems List Manager
Callers List Manager
Templates Manager
Notification Manager
Email Monitoring
Predefined Answers
Custom Fields
Mobile Messaging
Automation Options
Advanced Settings
Web Access
Service License Agreements (SLA)
Working with Support Request Form
Case Detail
Time Spent
Email History
Notes
Assets
My Fields
Logs
Other cases from this caller
Common Tasks
Logging new support cases
Automatic logging of support requests
Automatic notifications
Email Notifications
SMS Notifications
Sending SMS
SMS via HTTP SMS gateways
SMS via Skype
Sending SMS to a caller/technician
Automating SMS reminders
Making Calls
Configuring Skype to make calls
Configuring an attached phone to make calls
Making Calls to a contact
Outlook Views
Available views
My Cases view
Customizing a view
Knowledge base
Outlook knowledge base form
Creating a new knowledge base
How to use knowledge base?
Publishing knowledge base to web
Using Predefined Answers
Searching and Reporting
Searching from SupportCalls toolbars
Searching via dialog
Working with Administrative Tools
Statistics
Overview
Understanding the GUI
Working with OLAP Grid
Working with OLAP Chart
Visual Analysis
Predefined Reports
Printing and Exporting
Summary Reports
Export to database
Archive Cases
Demo Cases
Technician Web Access (TWA)
How does it work?
Requirements
Setup and Configuration
Step 1: Setting up an IIS web folder
Step 2: Set network permission to the IIS webfolder
Step 3: Extract web access files to IIS webfolder
Step 4: Set ASP.NET permission on Temp subfolder
Step 5: Configure Web Access Settings in Outlook
Step 6: Write/Update XML metadata setting files
The support case webform
Web views - Case listings
Customer Web Service (CWS)
How does it work?
Requirements
Setup and Configuration
Step 1: Setting up an IIS web folder
Step 2: Set network permission to the IIS webfolder
Step 3: Extract Web Service files to IIS webfolder
Step 4: Set ASP.NET permission on Temp subfolder
Step 5: Configure Web Forms Settings in Outlook
Step 6: Write/Update XML metadata setting files
Submitting a new support request
Checking Case Status
Web Knowledge Base
Caller Web Access (CWA)
Contact Manager
Removing SupportCalls System
Licensing
Important links