An ITIL guided helpdesk with integrated asset tracking, SupportCalls system is a full featured and automated issue tracking system available right in your Outlook. Using Microsoft Exchange (can be hosted one too) as repository for storing support cases, it provides support staffs with all the necessary tools to log, collaborate, analyze and assist in the resolution of helpdesk issues. Monitor mailboxes and public folders and automatically process incoming emails to support cases, assign technicians on the fly and enforce service level agreements (SLA). With support for automated messaging and notifications using varied communication channels such as emails, phone calls or SMS, it offers your helpdesk to cut the overhead of manual tasks significantly while making it easier for team to work flexibly. Restrict access to administrative tools, customize email templates, frame predefined answers and reply to emails with a click.

Major Features
-Total Microsoft Outlook Integration
-No database requirement - cases are stored in your exchange server (supports hosted exchange server too)
-No file server requirement - means the technician is not bounded to be in same local area network to access and work on support cases
-No script behind SupportCalls specific Outlook forms thereby allowing preview pane support on case/knowledge base item in folder view
-Use a public folder or a shared mailbox
-Import callers/technicians from local address book or GAL/Active Directory
-Automatic notification of emails and SMS to helpdesk events
-Customize email and notification templates
-Use rich text, formatted HTML, images in case with supports for all kind of file formats as attachments. Use Outlook inbuilt editor to format any part of the case description field
-Incoming email monitoring & automatic conversion
-Notification Manager
-Automatic Email Notifications
-Convert appointments, tasks to support cases
-User customizable e-mail/SMS templates
-Asset Tracking and Management
-Integrated Contact Manager
-Integrated Archiving Tool
-Short Message Service (SMS) via HTTP
-Short Message Service (SMS) via Skype
-Phone Calls via Skype
-Phone Calls via attached modem
-Automatic SMS Alerts on help desk events
-Inbuilt knowledge base
-AJAX enabled ASP.NET sites - Customer Web Service (CWS) including Caller Web Access (CWA)
-Technician Web Access (TWA) with AJAX enabled ASP.NET site
-Export support cases to a database of your choice (Access, MSSQL, Oracle, MySQL)
-Generate Summary Reports
-Integrated OLAP statistics and reporting tool
-Reporting, Charting, and Data Analysis
-30 Outlook views specialized for help desk
-Search Outlook views
-Technician specific Outlook view 'My Cases' - enables each technician to only see those cases that were assigned to them
-Embed case Outlook link in emails sent to technicians so that technicians can directly click the link to open the case and start working on it
-Quick Actions in folder view (Reply, Call, SMS, Close, Convert to KB, Print, Delete etc.)
-Add due date appointment in technician's calendar (automatic manual)
-Add due date task in technician's calendar (automatic/manual)
-Enable case assignee to browse through technician's calendar from within the case form before assigning a due date
-Maintain due date schedule calendars in public folder for all technicians
-Use a dedicated mailbox for all outgoing emails for all technicians
-Automatic assignment of technicians in auto-generated web cases based on relationship defined between problem types and technicians
-Automatic assignment of technicians to auto-generated cases in Outlook based on relationship between callers and technicians
-Due date monitoring and automatic reminders to concerned technicians when the case is about to be overdue
-Support for Outlook 2007 ribbons
-Support for Outlook 2007 form region in folder view (on both Ongoing and Resolved folders)
-Help desk functionality tightly integrated with Outlook contacts
-Import caller, technician list from Outlook contacts and global address list
-Choice of hourly rate (technician/problem/department) for calculating cost to support a case
-List Manager - compatible with Microsoft Excel and other spreadsheets. Support direct copy and paste
-Limit access control to non-admin technicians for administrative features
-Support multiple technicians assignment to a case
-Drag-and-drop raw emails to SupportCalls Ongoing folder for automatic case generations
-Mail enable SupportCalls Ongoing folder to convert any incoming emails to support cases
-Install/uninstall support - conveniently install and uninstall from your machine
-Printing support and customizable print template
-Support custom fields
-Works without needing any change in Outlook security settings

SupportCalls is also available via web access - perfect for remote support staffs. Furthermore, end-users can submit new support requests via a web form, check status, or search through the knowledge base, all via a web browser for first level support. 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.

To sum up, SupportCalls improves the efficiency of your helpdesk to enable faster response time and higher productivity for your organization at lower operating costs. After all, the bottom line for your helpdesk team is for your end-users to receive better and timely service.