CCS Service Request version 5.0                             

We are very excited to announce the latest release of our industry leading service request management applications.  CCS Service Request 5.0 merges the base platform of CCS HelpDesk and CCS Service Request so that adding new departments is much easier.  This means that moving to from CCS HelpDesk to CCS Service Request no longer requires a re-install to support new departments.This new version is focused on significantly extending the application's collaboration capabilities, added functionality to support cross department request processes and support for Exchange and Outlook 2010. Here are the major features coming in 5.0:

• Email capture - Link email correspondance to tickets
• Action Manager - Launch applications or URL from inside a ticket
• Web Form Parcer - Convert web forms (intranet and extranet) into tickets
• Direct Link to Contacts - Link from the ticket to Contacts and Activities
• Multi-Department ticket router - Route ticket to multiple departments 
• Global Service Area - top level service area for call center or service desk staff
• Enhanced Service Area Manager - add and delete service areas easily
• Mobile Notifications - Notification emails in mobile text format option
• Automated Installation process - pick and choose service areas, configure client install

CCS HelpDesk and CCS Service Request merge into single application

CCS Service Request was a natural progression of the CCS HelpDesk application.  Over the years we saw many of our customers expand use of the IT Help Desk application beyond IT to support additional departments such as HR, Facilities and more.  Often we customized the application to support the additional department and it required multiple instances of the Help Desk.  CCS Service Request is an application that is more flexible and allows easy addition of new service departments while allowing the employee to submit tickets from a central point. 

Email Capture

Previously when a tech or staff person needed to ask additional questions or gather more information, they were able to launch an email from the Assigned Ticket form, but the email and the replys (email thread) went to the assigned staff's personal email box. This meant the staff person would have to manually update the activity log to capture the information exchanged.

With version 5.0, an email folder is added to the Service Request folders and is used to capture all emails related to tickets. From any ticket your staff can generate and email to the requester, and capture any replies specific to that ticket.

Web Form Parser - populates tickets from external web forms

Want to capture tickets from external web forms on your website or intranet?  But your requesters are external to your organization?  Or you don't want to run the CCS Service Request web forms?  Now you can setup a simple web page form on your external website or Intranet and have the information captured parsed into a ticket.  This powerful new feature  provide additional options for those customers supporting external customers or end-users on the road without Exchange sign-on access.

Direct Links to Outlook Contacts and Activities Tab

From the contact field within the ticket, link directly to the Outlook Contact record and access the activities tab to see all email, tasks, appointments, messages notes or documents.  This is a key feature to assist in customer and client service applications of the product.

Launch external applications or websites from ticket with Action button

Improved Upgrade and Installation

Installation of Service Areas (CCS Service Request) is totally utility driven, and include the ability to easily import and export Service Area Templates. This will open up the opportunity to share departmental (HR, IT, Facilities etc.) among customers. The upgrade process will be made much easier with in-place upgrades for minor version, eliminating the need to install the new version.

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