Introducing Team HELPDESK

1
Introducing Team HELPDESK

• A tour of Team Helpdesk System in Microsoft
  Outlook

2
WHAT IS Team Helpdesk?

• 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

3
Outlook is great, BUT

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

4
ExtendING YOUR Outlook

• 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 staffs existing knowledge of
  Outlook

5
HOW IT WORKS?
Caller
Exchange Server
Resolution to callers 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
AUTOMATIONs

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

7
BENEFITS for your Help desk

• 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

8
BENEFITS For YOUR END-USERs

• 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

9
REQUIREMENTS

• 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)

10
THANK YOU For watching!

• Now that you have heard it all, dont forget to
  go through more on our video demonstrations on
  Team Helpdesk System!
• Thank you for your time!