CCS HelpDesk 4.1 for Microsoft Outlook

New version of Outlook Help Desk

Released September 2008


We are very excited to announce a new upgrade for our popular Outlook Help Desk program. By incorporating the feedback from the 1000's of IT managers around the world who use our program, we have built an effective, yet simple, system to manage your IT support needs.

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New Rapid Installation, Instant Deployment

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New in version 4.1:

Rapid installation and Client On-Demand deployment

Ticket templates allow for pre-defined text and links to existing forms in description area of tickets

Approval process workflow now built-in

More flexibility with user definable fields

Rapid Installation and On-Demand Deployment - Install with one button install for Outlook, and Exchange Server installations. Client on Demand eliminates the need to install client software manually or pushed over the network. Thenetwork first time the end-user opens a helpdesk ticket, the software is automatically loaded from a network shared location on to the client.

 

 

Approval - In the List Manager Utility you can set up certain category and type of requests to require approval be for being processed by the help desk. Example of these might be software upgrades, IT purchase requesitions etc. When the end-user opens a ticket with this type of category and type, an approval box appears fo fill in the specific approver name. The ticket will then be routed to the approver to approve or deny the request. If approved it moves to the HelpDesk folder for processing.

Detail Templates - You can now collect more information via our template feature. A template can be defined to appear with a catagory and type of request. For example if you have a specific electronic form you need filled out with a IT purchase requsition, it can be linked to in the Detail section of the ticket for filling out and attachment to the ticket. A template can also be simple text which asked the requester for more information.

Required Fields - You may now select which fields must be filled in before the ticket can be submitted.

User Defineable Fields - Additional user definable fields have been added to the assigned ticket form and request ticket.

 

Features In Version 4.0:

New Name: This new upgrade will be named "CCS HelpDesk 4.0 for Microsoft Outlook" to comply with Microsoft's trademark agreements and naming conventions for certified Microsoft Office products. It is an upgrade of Outlook Help Desk 3.0 and is the next version in that line of programs.

New Options: One of our challenges has been to provide powerful features for our larger customers while keeping the product simple and efficient for are smaller customers. In support of this we now offer CCS HelpDesk standard edition and CCS HelpDesk Professional Edition. The professional edition includes additional features typically required by larger organizations.

CCS HelpDesk 4.0 for Microsoft Outlook builds on the success of our earlier versions of Outlook Help Desk. We continue to have all the great features of version 3.0, including the email and Web interfaces. In addition, version 4.0 comes with these new features and improvements:

Improved notification options

  • Utility to setup staff notification emails based on selected problem category, excellent for emergency notifications by pager, text to cell phone.

Required fields for ticket submission

  • Designate what fields are required to be filled in before allowing submission of the ticket.

Assigned Tickets with KB integration and better logging

  • Expanded logging features and notifications
  • Staff notes; log entries can be marked private, and these entries are not sent to user
  • Knowledge Base integration - send, create or display a KB article from a ticket
  • better time tracking
  • ticket highlighted if overdue or high priority
  • four custom fields
  • fields for additional contact and vendor support ID.
  • Resolution box and drop-list summarize the fix for future reference

Improved Knowledge Base

  • integrated with Assigned Ticket
  • available over the Web
  • searchable over the Web

Automatic Reply to user when ticket is submitted

  • user gets response immediately that the ticket has been received
  • each ticket is given a Case number that the user can use when referring to a ticket
  • response is given whether ticket is created by email, over the web or in Outlook

Locking of Tickets prevents Conflict messages

  • New "Record Lock" utility prevents conflicts
  • Only one person at a time can have the ticket open for changes
  • Others can view the ticket as read-only when it is locked

Quick Resolution

  • option to quickly record and close a new ticket rather than assign it.

Ticket Assignment by designated staff only

  • only designated staff members can assign tickets.
  • users do not have access to the ticket assignment page and cannot assign tickets.

Integration with Asset Tracking/Auditing software

  • assigned tickets can be set to integrate CCS Network Inventory, a powerful asset tracking software that we now offer as a separate purchase
  • ticket can be linked to other asset tracking software as needed

Enhanced Web pages - no login, KB access, attachments uploading

  • no login required for Window users -- Integrated Windows Authentication used
  • flexible listing of tickets
  • Knowledge Base available over Web
  • Attachments can be uploaded and viewed over the Web
  • separate user views, users only see their own tickets

Improvements to Utilities

  • List Manager lets you set defaults for each list
  • Multiple Pop Up messages can be configured
  • The sending of Completion messages is enhanced -- message can go to user or tech and a utility controls if the staff is asked or not before sending message.
  • Ticket Color utility includes pre-set themes that make it easy to change colors

License Manager
  • License level information is tracked and number of seats is validated - Note you need to make sure your license level is up to date, see upgrade FAQs.

 

New features in CCS HelpDesk Professional Edition (June 2008 availability)

  • Escalation Manager - escalate tickets and take action (notification, change priority etc.) based on your service level criteria.
  • Full Web inteface support - adds web support so staff can modify, add to log, and close tickets over the Web
  • Export facility for export to SQL or Access
  • Desktop Snapshot - get realtime hardware, software, capacity, audit log and other desktop information on request right from the trouble ticket.

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