Collaborate on helpdesk tickets in Outlook. Create tickets from e-mail or webform. Describe problems using attached files and rich text. Sort tickets. Get information from the Outlook contacts or the GAL. Open tickets are stored in Outlook and in an Access or SQL database. Closed tickets are retained only in the database but can be searched and re-created in Outlook if needed. Mail conversations can be tracked. Powerful, integrated Statistics tool facilitates business intelligence. Knowledge base. Report generator based on MS Excel allows you to build and share custom reports with co-workers as well as export reports to MS Excel. Databases are open to allow building any kind of custom reports or additions to the tables. PDA-integration. Open webform for receiving support questions online.
Outlook form can be customized by administrator. VB 6 and .html source code available for purchase if further customizations are needed.
Suitable both for in-house and outsourced helpdesks. Can also be used for other types of issue-tracking.
Free 30 day trial! Organization price (690 US$ including 1 year support) - no limits on number of users.
Extensive documentation: many video demonstrations and downloadable manual and slideshow online.
Compatible with Outlook 2000-2003, Vista, IE7 and Office 2007.

Features :
Mailbox monitoring – select an incoming e-mail and make it into a Helpdesk ticket complete with rich text, screenshots and attached files.
Ticket retrieval also from an online form (.xml files).
Callers handling – select caller from Global Address List or , Outlook Contacts or pick from a drop down list.
Knowledge base – when closing a ticket, create KB articles that can be saved as web pages with a click.
No extra application – helpdesk available right inside Microsoft Outlook.
Can be installed in a mailbox instead of a public folder.
Tickets are stored both in Microsoft Outlook and in an Microsoft Access or Microsoft SQL Server database – using the best of both technologies.
Works with Microsoft Vista® and Office® 2007.
PDA integration.

Platform: Windows 2000, Windows XP, Windows 2003

System Requirements: Exchange Server 5.5 or later