SupportCalls system is an add-on solution for Microsoft Office Outlook that makes it very easy for your helpdesk team to manage support requests from your end-users submitted by email, phone calls or web.
The only automated helpdesk system integrated seamlessly with Microsoft Outlook. An ITIL guided helpdesk with integrated asset tracking, SupportCalls system is a full-featured and automated issue tracking system available right in your Outlook.

Using Microsoft Exchange as repository for storing support cases, it provides support staffs with all the necessary tools to log, collaborate, analyze and assist in the resolution of helpdesk issues.
SupportCalls with Outlook is a complex Outlook add-on which offers many features in order to make calls easier.
With support for automated messaging and notifications using varied communication channels such as emails, phone calls or SMS, it offers your helpdesk to cut the overhead of manual tasks significantly while making it easier for team to work flexibly.
SupportCalls is also available via web access - perfect for remote support staffs. Furthermore, end-users can submit new support requests via a web form, check status, or search through the knowledge base, all via a web browser for first level support.
With the inbuilt statistics, support cases data can be displayed in grids, charts and graphs, enabling helpdesk managers to evaluate the performance of the helpdesk and in-turn ensures timely decision making for improved service.
As a summary, SupportCalls improves the efficiency of your helpdesk to enable faster response time and higher productivity for your organization at lower operating costs. After all, the bottom line for your helpdesk team is for your end-users to receive better and timely service.
Benefits for your organization
1. Work on support cases in your Outlook as if you would work on emails
2. Technician Web Access - work on support cases via a browser
3. Single enterprise-wide view of support cases, callers and problems
4. Little or no training requirement on the part of your support technicians
5. Centralized data storage on Microsoft Exchange - enable collaboration
6. Enable integration with Active Directory
7. Common point-of-call for your end-users
8. Structured workflow for all helpdesk activity
9. Automate support request logging and notifications - no manual tasks
10. Higher productivity and increased "up-time" for support staffs
11. Organized state of cases means faster tracking requests
12. Identify problem areas and increase helpdesk efficiency
13. "Do more with less" - affordable one-time fee with enterprise license
14. Benefits for your end-users
15. Always in communication loop via automated email/messaging
16. Caller Web Access - create, track, escalate or withdraw support request
17. Inspires confidence to the helpdesk service
18. A self-service knowledge base that act as first level support
19. Check on the progress or status of the case via web
20. Request support in a standardized way through structured web form
21. Case get resolved in a timely manner and hence customer satisfaction
22. SupportCalls with Outlook Features:
23. 100% Microsoft Office Outlook1 integration
24. No database requirement - cases are stored in your exchange server (supports hosted exchange server too)
25. No file server requirement - Only a simple client install
26. No change required to default Outlook security settings
27. Use a public folder or a shared mailbox
28. Convert phone calls, emails, appointments, tasks to support cases
29. Drag-and-drop conversion of emails to support cases
30. Incoming email monitoring and automatic processing
31. Schedule appointment, assign task in technicians mailbox
32. Import callers/technicians from local address list or GAL2
33. Automatic notifications of e-mail and SMS3 to helpdesk events
34. Automatic assignment of technicians to new support cases
35. Assign and enforce Service Level Agreement (SLA) on support cases
36. Asset Tracking and Management
37. Access control mechanism for non-admin staffs
38. More than 30 Outlook views designed for different helpdesk perspectives
39. Keywords and advanced search options in Outlook folder views
40. Integrated statistics - Reporting, Charting, and Data Analysis
41. Use Skype/modem phone to make outgoing calls
42. Technician Web Access (TWA) - AJAX4 enabled ASP.NET site through which remote technicians can work on support cases with a browser.
43. 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.
44. Integrated knowledge base in Outlook as well as on Web Access.
45. Export cases to external database - Access, MS SQL, MySQL, Oracle etc
46. Available in Standard and Professional Editions
47. Supports English, Norwegian, Dutch and GermanNew! languages

Requirements:
* Microsoft Outlook 2003 (SP2 or higher) or Microsoft Outlook 2007
* .NET 2.0 Framework

The license of this software is Free Trial Software, the price is $1500.00, you can free download and get a free trial before you buy. If you want to get a full or nolimited version of SupportCalls, you can buy this outlook add-ons software software.