CCS Service Request 6.1 adds Outlook 2013 support to version 6.0.
We previously released CCS Service Request 6.0, a major upgrade to our industry-leading employee and customer service application. The entire code base was rewritten and enhanced using the latest Visual Studio platform. This enabled us to optimize the code, to add new features, and to support 64-bit Outlook 2010. The program runs more efficiently while also adding and enhancing the program's extensive collaboration features. See new features below.
With version 6.1, version 6.0 has been enhanced to provide support for Outlook 2013. It also includes some minor bug fixes.
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CCS Service Request 6.0 included some major new features.
With the new code base, CCS Service Request 6.0 continues the popular line of CCS HelpDesk and CCS Service Request platforms. This new version is focused on significantly extending the application's collaboration capabilities, adding functionality to support cross department request processes, and supporting Exchange and Outlook 2010, including 64-bit versions.
· Support for Outlook 2010 64-bit version
· New Change Request functionality
· Support for Favorites and Shared Mailboxes as well as Public Folders
· New SLA Utility – Response Due and Due Date set by Category, Issue Type, Company, Department, Office Location, and Priority (previously was just set by Priority)
· Detailed Time Tracking on each Ticket
· Advanced Reporting to Excel available (extra module)
· Rules Manager (Automatic Ticket Escalation)
· Improved Exchange Server 2010 Functionality
· Improvements to Assets Module:
Overview of Version 6.0
CCS HelpDesk and CCS Service Request merge into single application
CCS Service Request was a natural progression of the Outlook Help Desk and CCS HelpDesk applications. Over the years, we saw many of our customers expand use of the IT Help Desk application beyond IT to support additional departments such as HR, Facilities and more. Often we customized the application to support the additional department and it required multiple instances of the Help Desk. CCS Service Request is an application that is more flexible and allows easy addition of new service departments while allowing the employee to submit tickets from a central point.
Both CCS Service Request and CCS Help Desk were built on the same code base, with CCS Help Desk actually being an implementation with a single service area. In version 6.0 we decided to offer a single application. All the features of the previous versions of CCS HelpDesk are present along with the new 6.0 features. Upgrading to CCS Service Request 6.0 will allow you to add new service areas (departments) without reinstalling the application, only a license key is required.
Service Request Templates- Service Area Manager Utility
Now you can easily create, export and import templates with the Service Area Manager. This utility allows you to easily add new service areas, export templates and import pre-defined templates. These templates come pre-setup with categories, types and templates already defined. New folder groups are automatically created in your public folders. From these you can quickly customize the settings to launch a new service area (department) service desk. Crow Canyon offers many new Service Request Templates including:
Email Correspondence - link emails to tickets
Previously when a tech or staff person needed to ask additional questions or gather more information, they were able to launch an email from the Assigned Ticket form, but the email and the replies (email thread) went to the assigned staff's personal email box. This meant the staff person would have to manually update the activity log to capture the information exchanged.
With version 6.0, an email folder is added to the Service Request folders and is used to capture all emails related to tickets. From any ticket your staff can generate an email to the requester, and the program will capture any replies specific to that ticket. The email history of a ticket is easily viewed from within the ticket.
Web Form Parser - populates tickets from external web forms
Want to capture tickets from external web forms on your website or intranet, but your requesters are external to your organization? Or you don't want to run the CCS Service Request web forms? Now you can setup a simple web page form on your external website or Intranet and have the information captured parsed into a ticket. This powerful new feature provide additional options for those customers supporting external customers or end-users on the road without Exchange sign-on access.
Direct Links to Outlook Contacts and Activities Tab
From the contact field within the ticket, link directly to the Outlook Contact record and access the activities tab to see all email, tasks, appointments, messages notes or documents. This is a key feature to assist in customer and client service applications of the product and allow customer views of all activities.
Launch external applications or websites from ticket with Action button
You are in the Assigned Ticket form and you need to execute an IT tool, or invoke your HR application or link out to your favorite forum. Wouldn't it be nice to just hit a button? Action Links allow you to link out to external forums, external KB, back-office applications, IT tools, Google Groups, launch Google search or MSFT search, etc. An Actions Manager utility is used to setup the links and connection or what program to open. Each Action in the list has the Name to show in drop list, what URL to link to, and any parameters to add from fields on the ticket.
Multi-Department Ticket Routing (example "new hire")
Create global categories that allow creation of requests to go across multiple departments such as new hires or events. Define a global category that spawns tickets across multiple departments. An example would be a New Hire request that creates a ticket in IT (to setup a new system), HR (to setup payroll and benefits), Facilities (to setup an office). These tickets are linked to a global ticket, from which all of sub-tickets can be viewed through the linked ticket tab.
Global Service Area
The optional Global Service Area feature supports those organizations such as call centers who have a group that can close tickets immediately or need to route them to a supporting department for assignment. This allows for a central dispatch model rather than a purely distributed department model.
Installation of Service Areas (CCS Service Request) is totally utility driven, and includes the ability to easily import and export Service Area Templates. The upgrade process is much easier with in-place upgrades for minor version, eliminating the need to install the new version.
Other Improved Features: