c.Support Community

c.Support 7.5 Available for Download

Eric Anderson — Tue, 28 Oct 2008 16:19:00 GMT

GWI Software is pleased to announce that the upgrade to c.Support 7.5 is now available for download to existing customers. The download can be accessed via GWI's Support website at http://eud.gwi.com/ContentPages/Login.aspx. Please refer to the upgrade instructions included in the download file package before beginning the upgrade process. For further technical assistance during the upgrade process, please contact the GWI Support Team at support@gwi.com or 1-360-397-1099.

GWI also recently held a series of webinars to demonstrate the new features and functionality in c.Support 7.5. If you were unable to attend that event, an archive can be found at https://www1.gotomeeting.com/register/921060394.

c.Support® Version 7.5 for Microsoft® Windows®

Eric Anderson — Wed, 01 Oct 2008 15:04:00 GMT

GWI Software is pleased to announce the release of c.Support Version 7.5!

New features released in c.Support 7.5 include a comprehensive purchasing functionality allowing users to request and track products and services, and associate those requests with Incident, Problem, Change, and Asset records. The inclusion of our Application Program Interface (API) enables mobile client users with a Blackberry®, iPhone®, or other handheld device to create, edit, view, or search Incident and other records. Significant interface enhancements continue to streamline the way support technicians and end users interact with the software, optimizing the user experience and creating efficiency.

c.Support 7.5 comes in Incident Management and Service Desk editions. Please speak with your Account Manager to determine which new features are available in each edition. Both editions are available for demonstration now and an upgrade will be available to existing customers within 60 days. For further information please call GWI Software at 1-888-494-7638 or e-mail sales@gwi.com.

GWI Software is also pleased to announce a series of webinars designed to show customers the new features and functionality released in c.Support 7.5. If you would like a 30-minute overview of the new features in c.Support 7.5, or a 60-minute overview of the entire product, please visit www.gwi.com/company/events for dates/times and more information.

"Top 12 Help Desk Blunders; and How to Fix Them" Whitepaper

Eric Anderson — Wed, 23 Jul 2008 15:47:00 GMT

We recently sat down with some of our top Implementation Specialists to talk about some of the missteps they've seen companies make in their help desks or while implementing a new help desk application. This whitepaper covers a dozen of the top blunders and gives suggestions on how to avoid making them in your company.

To download the whitepaper simply click on the "attachment" text link at the very bottom of this post. Enjoy!

The GWI Software Team

c.Support® Version 7.0 for Microsoft® Windows®; Service Desk and Incident Management Editions

Eric Anderson — Tue, 22 Apr 2008 20:31:00 GMT

GWI is pleased to announce the release of c.Support v7.0, with two editions to better address the needs of support centers of differing sizes and needs. The two editions leverage a single code stream but allow different feature set combinations!

c.Support 7.0 Service Desk Edition: New functionality surrounding Problem and Change Management will make this edition appealing to companies with IT service management directives requiring adherence along standards such as ITIL, MOF, Sarbanes/Oxley, etc.

c.Support 7.0 Incident Management Edition: This edition's features include powerful incident, knowledge, asset, and SLA management, as well as customer self-service, custom reporting, advanced routing, and much more.

Both editions of c.Support 7.0 are commercially available now. As a thank you to GWI Software’s thousands of customers worldwide, customers under an active maintenance agreement will be "grandfathered" into the c.Support 7.0 Service Desk Edition at no extra charge. For new customers, special introductory pricing will be available until May 30, 2008. For further information, please call GWI Software at 1-888-494-7638 or e-mail sales@gwi.com.

GWI Software recently announced a series of webinars designed to assist customers in their implementation of c.Support 7.0. If you would like a 30-minute overview of the Service Desk Edition's features or a 60-minute "Configuration Overview" webinar, please visit www.gwi.com/content/events.aspx for dates/times and more information.

c.Support® Version 6.5 for Microsoft® Windows®

Eric Anderson — Thu, 01 Nov 2007 16:35:00 GMT

GWI is pleased to announce the arrival of c.Support v6.5!

Continuing the evolution of an already robust feature set with no increase in price, c.Support v6.5 adds significant enhancements to c.Support’s Asset Management capabilities as well as other new features like knowledge feedback and rankings, multiple Active Directory synchronization, a complete c.Support Desktop redesign, and much more.

c.Support v6.5 will be commercially available to new customers by mid-November. A no-cost, upgrade release for current GWI Software users with an active maintenance license will be available by the end of the year. For pricing and further information, please call GWI Software at 1-888-494-7638 or e-mail sales@gwi.com.

c.Support Feature Requests

Eric Anderson — Fri, 19 Oct 2007 18:20:00 GMT

It’s no secret GWI Software has been aided in its success because of the direct input from customers on new features they wish to have developed into our products. As we look to the evolution of c.Support’s feature set in 2008, we’d like to take this time to field new features you’d like to see developed. As always we appreciate your input and interest in GWI Software and c.Support.

Industry Analysts

Eric Anderson — Mon, 08 Oct 2007 22:18:00 GMT

GWI Software has been evaluating industry analysts such as Gartner, Forrester, etc. While each promotes itself to be a source of in-depth research and direct connection to prospects looking for solutions, it's hard to shake the feeling that we would be "buying" their favorable review and promotion through a sizeable partnership campaigns.

Q. What are your feelings/experiences with any of the major industry analysts?
Q. Did you seek their advice when evaluating help desk software manufacturers?
Q. Do you view them as unbiased resources?

Thanks,
GWI Marketing

ITIL

terrell — Tue, 25 Sep 2007 21:42:00 GMT

ITIL doesn’t tend to be a one size fits all solution. For some organizations it adds an undesirable level of complexity, while for others it’s a welcome step-by-step guide to the best IT practices ever written down. In talking to our clients we find that many are simply adopting one or two books, while others are implementing all and then some.

Three questions:

How important is ITIL to the overall strategic direction of your business?

If not all, what portions are the best fit for your organization (e.g. problem, configuration or change)?

What is your timeframe for implementing an ITIL process?

Remote Control Integration

terrell — Mon, 24 Sep 2007 16:30:00 GMT

We have been discussing the possibility of integrating c.Support with a third party remote control application. There are many products out there to choose from with price ranges that are all over the board. It would be helpful for us to hear from our customers how useful this functionality would be and what products they currently have in use, or are considering for implementation in the future.

The community site

Lisa Kienle — Fri, 21 Sep 2007 16:21:00 GMT

In addition to feedback on the product, we would also like to hear what you think of the new community site. Is it easy to use? Is it useful? Informative?

As with most sites, features can be adjusted to fit changing needs. You will see things changing here as well. Based on your input, and as the site grows, look forward to more functionality.

Reporting

Lisa Kienle — Thu, 20 Sep 2007 16:56:00 GMT

We occasionally get requests for custom reports, and most of the time we are able to just add them in the shipping product. However, we know that customers also have the skilled staff to write the reports themselves, and not have to wait for the next release.

The downside to this is that GWI then is not aware of what could be a great addition to the built in reports. We could take a stab and bloat the list of reports, or you can tell us about your custom reports.

And how about reports on Surveys or Archives? Are you finding that reporting on those modules is sufficient or that you are needing to write a bunch of reports for those two modules yourself?

Hand Held Devices

Lisa Kienle — Wed, 19 Sep 2007 17:03:00 GMT

The technology is out there - is it practical in the call center to be able to use your hand held device for working tickets? If so, in what capacity? If you were able to get a list of your assigned ticket some basic information about them (caller, location, description, phone for example), is it enough to be able to update work history and change the status? Or would it be critical to do more advanced features?

Also, what kind of devices are in use in your environment?