The only comprehensive helpdesk system
entirely integrated seamlessly within your Microsoft®
Outlook®, transforming it from a simple email client to a
fully fledged service provider.
Team Helpdesk System is an add-on solution for
Microsoft Outlook that makes it very easy for your
support
team to manage support requests from your end-users
submitted by email, phone calls or web. Designed in line
with ITIL guidelines, Team Helpdesk enables
your support staffs to log, analyze, track or
escalate support requests in an organized and
structured way in Outlook. The end result
is an improved support team that utilize efficient
processes for faster response and resolution time.
Highlights:
Microsoft Outlook1
integration
Use a
public
folder
or a shared mailbox to store
support cases
Convert
phone calls, emails,
appointments,
tasks to support cases
Drag-and-drop
conversion of emails to support cases
Automatic processing
of incoming support requests
Schedule appointment,assign task
in technician's mailbox
Import
callers/technicians from local address book
or GAL2
Conversation threading -
Chronological arrangement of emails
in single thread
Automatic
notifications of Email and SMS3
to helpdesk events
Automatic
assignment
of technicians to new support cases
Assign
and enforce Service Level
Agreement (SLA) on support cases
Asset Tracking
andManagement
Access
Control
mechanism for non-admin staffs
More than
30 Outlook views designed for
different helpdesk perspectives
Keywords
and advanced search options in Outlook folder
views
Integrated
statistics - Reporting,
Charting, and
Data
Analysis
Use
Skype/modem phone to make outgoing
calls
Technician Web Access
(TWA) -
AJAX4
enabled ASP.NET site through which
remote technicians can work on
support cases with a browser.
Customer Web Service
(CWS) - AJAX enabled ASP.NET sites
through which end-users can submit,
escalate, withdraw, reopen or check
status on their support cases
online. Include a self-service web
knowledge base.
Integrated
knowledge base in Outlook
as well as on Web Access
Export
cases
to external database - Access®, MS
SQL, MySQL, Oracle etc.
Supports
English,
Español,
Norwegian, Dutch, Deutsch and
French languages
Fully supports
Outlook 2010
Locking Mechanism to prevent
two or more technicians working and
updating the same case (and avoid
nasty Exchange Conflict).
Automatically track incoming
and outgoing emails in
technician's mailbox and add and
update the related support case
item.
1
Outlook 2003, Outlook 2007, Outlook
2010 (32 bit)
2
Global Address List 3
Short Messaging Service
4
Asynchronous JavaScript and XML
Country Enterprise License
(Unlimited Technician Seats +
3 yrs
Support and Maintenance Contract
)
1200
USD /
~780
GBP /
~1154
AUD /
~1217 CAD
Download brochure(PDF)
License is valid
life-time. However, technical assistance and
free upgrades are bound to the validity of the Support and Maintenance
Contract
Free license for Academic
Institutions (Schools, Colleges and Universities) -
Learn More... Free license for Microsoft MVPs -
Learn More... 50% discount for non-profit, non-academic organizations (e.g.,
Charitable trusts,
hospitals,).
Learn More...
Purpose of this add-in
If you and
your helpdesk staffs rely on emails via Outlook as your
primary support mechanism, chances of some requests
getting lost in the cluttered Inbox are high. Fact is,
without the proper organization and tracking
capabilities in Outlook, one finds almost impossible to
know when a problem has been resolved, who is currently
working the issue or when the caller replied etc.
Moreover,
Outlook itself is highly optimized for personal email
exchange, due to which it often falls short when it
comes to providing a complete history of an event over
time. For example, when an email has been forwarded
on to another helpdesk technician, the original
technician loses insight into the progress. This has a serious
implication, i.e., in its original state, Outlook simply
lacks the automation, reporting, reminders, and workflow
to manage a support ticket request, which is critical
for helpdesks looking to optimize and uniformly
improve support staff and customer interactions.
Team Helpdesk System overcomes these limitations by
extending your Outlook as an ideal platform to
collect, track and resolve trouble tickets
while sharing this information with your entire team,
all with ease in Outlook. It brings all of help desk
functionalities and automation and seamlessly integrates
with the easy workflow of Outlook, thereby allowing users to
work in the same way they do with emails. Apart from emails,
it can also integrate with fixed phones, Skype or SMS and
supports relaying helpdesk response over these communication
channels too.
More importantly, it can automatically
process incoming
support request emails to support cases, assign
relevant technicians, enforce service level,
set due date and send automated notifications,
thereby cutting the overhead of manual tasks significantly
while making it easier for team to work flexibly. The
inbuilt knowledge base besides acting as an effective
knowledge sharing medium, helps in improving the average
'First Call Resolution' timing significantly, as
technicians find resolution to problems quickly. With the
asset management and tracking module, technicians can
easily view every problem and incident ever reported on a
specific asset.
Benefits for
your organization
Work on support
cases in your Outlook as if you would work on
emails
Technician Web Access - work
on support cases via a
browser
Single
enterprise-wide view of support cases, callers
and problems
Little or no
training requirement on the part of your support
technicians
Centralized data
storage on Microsoft Exchange - enable
collaboration
Enable integration
with Active Directory
Common
point-of-call for your end-users
Structured workflow
for all helpdesk activity
Automate support
request logging and
notifications - no manual tasks
Higher productivity
and increased "up-time" for support staffs
Organized state of
cases means faster tracking requests
Identify problem
areas and increase helpdesk efficiency
"Do more with less"
- affordable one-time fee with enterprise
license
Benefits for your end-users
Always in communication loop via automated email/messaging
Caller Web Access - create,
track, escalate or withdraw
support request
Inspires confidence to the helpdesk service
A
self-service knowledge base
that act as first level
support
Check on the progress or status of the case via web
Request support in a standardized way through
structured web form
Case get resolved in a timely manner and hence customer satisfaction
Screenshot: 'Ongoing Cases' folder
in Outlook 2010, with cases grouped by technicians, one of many specialized views available.
Screenshot: The support case form in Outlook 2010 is laid
out in sections and information is organized in a very
intuitive way for easy access.
Screenshot: The conversation threading
tab provides a single consolidated view of all conversations
on the particular support request
Screenshot: Team Helpdesk
Settings menu in backstage view of Outlook 2010 lists all
the administrative settings and configuration tools
Quickly learn how to install,
configure and work with Team
Helpdesk and how to get the most out
of your support team!
Leverage
Outlook
Team Helpdesk extends your Outlook to collect, track
and resolve support cases while sharing this
information with your support team.
Work on support request cases in the same way you
do with emails.
Leverage Exchange
Team Helpdesk makes use of an exchange mailbox or
public folder to centralize data storage and for
efficient collaboration - enabling interaction
with Active Directory, Global Address List and
folder permissions.
Leverage the
Web
Whether at
your office, at home, or away on business –
you have the security of knowing that you
are just a web browser away from logging
into your Team Helpdesk system.
Looking for group ticketing helpdesk
based on
Outlook & SharePoint?
It’s here! Office 365 support on our products!
By now, most of you might be aware of latest cloud based
Office collaboration and services from Microsoft – Office 365. The offering
consists of Office Professional Plus, Exchange Online, SharePoint
Online and Lync Online....(19th Nov'11)
With the Technicians Web Access site, remote
technicians can simply log on to Team Helpdesk system via a
web browser, to work on their assigned support cases. Furthermore,
on the Customer Web Service site, end-users can submit
new support requests via a web form, check status, or search
through the knowledge base for first level
support.
Extract Business Intelligence
from your Helpdesk
With the inbuilt statistics,
support cases
data can be displayed in grids,
charts and graphs, enabling helpdesk managers
to evaluate the
performance of the helpdesk and
in-turn ensures timely decision
making for improved service.
