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Description:
Manage end-user support requests and ticket tracking.

CCS HelpDesk leverages the power of Microsoft Exchange Server, Microsoft Outlook, and the Web to bring you a simple, efficient and effective help desk, customer support and ticket tracking system. It is ideal for companies and organizations that are overwhelmed by user or customer requests and issues.

Support requests are entered through Outlook, the Web or email, and then are assigned and tracked. The resolved tickets are kept in an Exchange public folder and can be reviewed if a similar issue arises again.

This can all be done without the high expense and overhead of a standalone Help Desk solution. Users enter new tickets using Outlook, Web, or email. The Tickets are automatically sent to the Help Desk, a public folder residing on the Exchange server. From the Help Desk folder, your staff reviews and assigns the tickets to someone on your team.

Once assigned, the team member is sent an email with a link to the ticket. He or she reads the ticket and enters status reports and time spent on the ticket log as work progresses. Users are able to see what is being done on their issue without having to contact the Help Desk. The user is informed by e-mail when the issue is resolved.

CCS HelpDesk is fully integrated with Microsoft Exchange Server:

• Data resides in the Exchange public folders
• Uses Exchange web server to connect with tickets via browser
• Exchange event sinks are used to convert emails to tickets And with Active Directory in Exchange Server 2000, 2003, and 2007 (Exchange Directory in Exchange 5.5):
• Automatically connects to Active Directory to pull in user details
• List of users comes from Active Directory
• Ticket assignments are made from Active Directory list

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