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Introducing Team HELPDESK

Introducing Team HELPDESK. A tour of Team Helpdesk System in Microsoft Outlook. An issue-tracking add-in for Microsoft Outlook Transforms Outlook to a full fledged service provider. ITIL guided helpdesk with automated and structured way of logging support cases.

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Introducing Team HELPDESK

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  1. Introducing Team HELPDESK A tour of Team Helpdesk System in Microsoft Outlook

  2. An issue-tracking add-in for Microsoft Outlook • Transforms Outlook to a full fledged service provider. • ITIL guided helpdesk with automated and structured way of logging support cases. • Designed as a groupware with focus on collaboration WHAT IS Team Helpdesk?

  3. Highly optimized for personal email communication • Nightmare keeping track of emails. • Lacks the automation, reporting, reminders and workflow of a ticket over time. Outlook is great, BUT…

  4. To support the organizations' internal logic and workflows • To leverage and integrate existing resources • To automate on helpdesk's repetitive tasks • To cater to remote staffs with web access • To lower cost of helpdesk operations • To capitalize on staff’s existing knowledge of Outlook ExtendING YOUR Outlook …

  5. Caller Exchange Server HOW IT WORKS? Resolution to caller’s issue is communicated via email, phone calls or mobile SMS messaging • Team Helpdesk Web Access • Technician Web Access (TWA) • Customer Web Service (CWS) • Caller Web Access (CWA) • Web Knowledge base

  6. Logging of emails and webforms queries • Escalation of existing case on replies • Assignment of technicians on the fly • Notifications to callers/technicians AUTOMATIONs

  7. Single enterprise-wide view cases, callers and problems • Common point-of-call for your end-users • Structured workflow for all helpdesk activity • Automate repetitive helpdesk - no manual tasks • Organized state of cases means faster tracking requests and lesser response time. • Identify problem areas and increase helpdesk efficiency • Higher productivity and increased "up-time" for support staffs BENEFITS for your Help desk…

  8. Always in communication loops • Inspires confidence to the help desk service • A knowledgebase for first-level support • Check on the progress or status of the case via web • Request support in a standardized way with web form submission. • Case get resolved in a timely manner and hence customer satisfaction • Finally, helps in building trust and loyalty in your brand BENEFITS For YOUR END-USERs…

  9. System Requirement (Client) • Microsoft Office Outlook 2003 (SP2 or above) or Microsoft Office Outlook 2007 • Exchange server (can be hosted one too) • Microsoft .NET Framework 2.0 • Skype (Optional) • Phone attached to the modem (Optional) • Web Server Requirement (for web Access) • IIS with ASP.NET 2.0 & AJAX 1.0 (Optional) REQUIREMENTS

  10. Now that you have heard it all, don’t forget to go through more on our video demonstrations on Team Helpdesk System! Thank you for your time! THANK YOU For watching!

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