Personal Helpdesk System is an add-in solution for Microsoft Outlook that makes it very easy to manage support requests from your end-users submitted by email, phone calls or web. Designed in line with ITIL guidelines, Personal Helpdesk enables you to log, analyze, track or escalate support requests in an organized and structured way in Outlook.
Main features:
- Microsoft Outlook integration
- No change required to default Outlook security settings
- Use your local PST folder, public folder or a shared mailbox
- Convert phone calls, emails, appointments, tasks to support cases
- Drag-and-drop conversion of emails to support cases
- Incoming email monitoring and automatic processing
- Import callers from local address book or GAL
- Automatic notifications of Email and SMS to helpdesk events
- Assign and enforce Service Level Agreement (SLA) on support cases
- Asset Tracking andManagement
- 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
- 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.
- Save support requests, KB articles or other Outlook items to filtered webpage (.htm,.html), web-archive single file (.mht), Microsoft Word documents (.doc), Adobe Portable documents (.pdf), Paper Specification documents (.xps).
- Integrated knowledge base in Outlook as well as on Web Access.
- Select a KB article, convert it to DOC, MHT, PDF or XPS document and automatically attach to emails in two clicks!
- Export cases to external database – Access®, MS SQL, MySQL, Oracle etc.
- Supports English, Español, Norwegian, Dutch, Deutsch and French languages
- Fully supports Outlook 2010
This description is not a review but information provided by the product vendor or obtained from the vendor's website.
