home | products | services | support | knowledgebase | contact

Tutorial videos
Watch video tutorials that teach you how to install, configure and work with SupportCalls system and how to get the most out of your helpdesk team using the advanced automation options. 

 

NOTE:
SupportCalls System (Team Edition) is now 'Team Helpdesk for Outlook', and
SupportCalls System (Personal Edition) is now 'Personal Helpdesk for Outlook' respectively. Read more

 

The video tutorials are of 896x600 resolution and requires Flash plugin installed. If you don't have it, the browser will automatically prompt you to download and install.

 

All-in-one version
All demonstrations and tutorials of SupportCalls System in a single video 115 minutes
 
Installation
Installation and configuration of SupportCalls folders in Exchange folder (with server pack option) 7:17 minutes
Client tool installation to be performed by each technician on their system 3:47 minutes
 
Administrative Settings
Technicians List manager - add or import new technicians, configure contact numbers, rate or admin access 3:01 minutes
Callers List manager - add or import new callers, configure contact numbers and departments list 3:37 minutes
Problems List manager - add/maintain problems list, statuses list, default time, default technician and default SLA 3:09 minutes
Service Level Agreements - add/configure service levels, define priority and response time as well as SLA supervisors 2:28 minutes
Access Control - configure admin access to technicians, hide settings and administrative tools, restrict certain fields in case 2:13 minutes
Personal Settings - configure individual technician's settings 4:36 minutes
 
Working with support case in Outlook
Understanding the support case form in Outlook 10 minutes
Generating case from Outlook items such as email, appointment or task 6:56 minutes
Automating generation of cases from incoming emails 1:43 minutes
 
Outlook views
Working with SupportCalls specific views in Ongoing and Resolved Cases folder 4:46 minutes
 
Searching
Searching in Ongoing and resolved cases folders in Outlook 4:42 minutes
 
Knowledge base
Understanding the knowledge base and using KB article to answer repetitive questions 5:46 minutes
 
Reporting and Statistics
Summary reports for helpdesk managers 4:22 minutes
Working with the integrated statistical tool 12:20 minutes
 
Web Access
Technician Web Access (TWA) - Setup and configuration 8:58 minutes
Technician Web Access (TWA) - Working with support cases using a web browser 11:31 minutes
Customer Web Service (CWS) - Setup and configuration 8:18 minutes
Customer Web Service (CWS) - How end-users can submit support request via a web form, check status of cases, browse knowledge base articles and use the Caller Web Access (CWA) sub-site to view and escalate their cases. 9:30 minutes
 

 
 
Team Helpdesk - Recent articles (more articles)
KB 1010: Reinstalling/updating the Outlook forms for Team Helpdesk Outlook folders
KB 1009: Asset inventory tracking and management in Team Helpdesk System
KB 1008: Automatic assignment of appropriate technicians to newly created support cases
KB 1007: Automatically add due date appointment and task in the concerned technician's mailbox
KB 1006: Understand how Team Helpdesk System  supports making calls using attached phones or Skype
KB 1005: Understand how Team Helpdesk System supports SMS using HTTP gateway or Skype
KB 1004: Helpdesk best practice - Automating support case generation from incoming e-mail
KB 1003: Service level agreements (SLA) and escalations in Team Helpdesk System
KB 1002: Understand how Team Helpdesk System helps in the organization's CRM needs
KB 1001: Benefits of using a helpdesk within Microsoft® Outlook® connected to Exchange
 
Copyright © 2012 AssistMyTeam SMB Solutions. All rights reserved.

privacy policy  | academic & non-profit license  | blog | about