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Outlook Help Desk 3.0 for Service Providers Screen Shots | Pricing | Purchase | Utilities | Customization Try it out! Get a FREE 30-day Demo of this edition. 
Tickets can be created with Outlook, Web and Email New tickets can be created using Outlook forms, a Web browser or email. For Customers and Clients:
For your Staff:
Easy and convenient to use After the tickets are created, they are automatically sent to the Help Desk folder, where the Staff reviews and assigns them. Also, the Staff can fill out and assign new tickets directly on an as-needed basis. When the ticket is assigned, the person (or people) who it was assigned to are notified by email. The staff member begins work on the ticket and can change the status, due date, priority, etc., as well as enter status reports and the amount of time spent on the ticket into the log. All staff members are able to see what is being done on the ticket. The customer can be sent regular updates and informed by e-mail when the issue is resolved. Generate Reports with Report Builder With our "Report Builder" utility, tickets can easily be exported to an Excel spreadsheet or a Text file. With the click of a button, the ticket data is copied to a file that can be used as is or imported into a database. The Report Builder allows you to select exactly what tickets you want to export, based on any number of criteria -- date, status, customer, priority, etc. Great for running reports and tracking the performance of the Help Desk! Knowledge Base The Knowledge Base provides a valuable and easily accessible repository of information on Help Desk issues. It is built from completed tickets and from articles the Help Desk staff enters directly. By having a readily available list of articles categorized and sorted, the Help Desk staff has an important resource to draw from when issues arise. Utilities to Manage the Help Desk
Customizable We can customize Outlook Help Desk 3.0 to change fields and labels, as well as match your corporate colors and add in your logo. Click here and here to see examples. We can also change the titles, remove boxes and add features such as an auto-responder. This provides flexibility in making the Help Desk Tickets attractive and useful to your users. Connect with an Asset tracking or auditing database Outlook Help Desk can integrate with any ODBC-compliant Asset tracking database or LAN audit software database. When you are working on a ticket, this will allow you to bring up information about the computer or asset involved. We can work with you to integrate Outlook Help Desk with the system you already use. Our tickets can connect with your audit database, providing information that is invaluable in solving problems quickly. Works with Exchange 5.5, 2000, and 2003 and any version of Outlook Outlook Help Desk will work with Exchange Server 5.5, 2000 or 2003 and any version of Outlook, including Outlook 2002, XP and 2003. It will be revised as needed to be compatible with Exchange 2007 and Outlook 2007 when they are released. Works on Hosted Exchange Server through our partnership with Hosting.Com Crow Canyon Systems has partnered with Hosting.Com to provide Outlook Help Desk on hosted Exchange Servers. Hosting.com is a Microsoft Certified Partner, providing Hosted Exchange Solutions in the Shared and Dedicated Environment. Companies using Hosting.com’s Exchange hosting will now be able to track, record and monitor all Help Desk tasks and support requests using Crow Canyon's award-winning Outlook Help Desk. Outlook Help Desk 3.0 includes other great features:
For screen shots, click here Standard versus Service Provider Editions The Standard edition is for supporting users inside your organization. It pulls the contact information from the Exchange or Active Directory, and the fields used are Name, Department, Office, Phone and Email. End users can fill out the Ticket form in Outlook, send in an email, or use a Web browser. For the Web browser, they can log in, just like Outlook Web Access, since they have Exchange mailboxes. Of course, users can also call in and the Help Desk staff can fill out the tickets directly. The Service Provider edition is for supporting customers and clients, that is, people outside your organization. It pulls contact information from an Exchange public contacts folder. If your customer contact information is kept in another database, we usually can arrange to connect to that instead. The fields used for the contact information are Name, Company, Address, Phone and Email. In this edition, customers are not on the Exchange system, so they cannot fill out Outlook tickets directly or use the Outlook Web Access-type interface. Instead, they can send email or they call in and the Help Desk staff can fill out the ticket. Also, we provide Web pages that you can put on your Web site so that the customers can fill out a Support Ticket there. This is a Web form that you can make as simple or elaborate as you like and customize to match your Web site's look or language. Once the customer fills out the Web form, ASP code turns it into an email and sends it to the Help Desk where it is converted like any other email into a new Help Desk ticket. These Web Support Pages are available in either edition, since there are some cases where an internal Help Desk may want to offer their users a way to enter tickets through the Web without logging in. (With the OWA-type Web interface, users log in using their Windows/Exchange account.) Most often, these Web support pages are used for supporting external customers and as way to enhance your Web site's support offering for your customers. There is an example of this at our site: Support Ticket Send mail to webmaster@crowcanyon.com with questions or comments about this web site. Copyright © 2006 Crow Canyon Systems, Inc. |
