Magic Solutions' SupportMagic Links with Lotus Notes

SupportMagic for Windows 2.13 is Notes Enabled, Version 3.0 will be
introduced June 20 at PC Expo

Paramus, NJ, June 20, 1995 - Help Desk industry leader, Magic Solutions,
has linked its flagship help desk software, SupportMagic for Windows to
Lotus Notes Release 3.x, the leading client/server platform for developing
and deploying groupware applications.

"SupportMagic leverages the openness of the Lotus Notes environment, and
extends Notes as a platform for streamlining critical business processes,
such as customer service and support," says Jeff Papows, Vice President
Lotus Communications Business. "The development of a Notes interface that
communicates directly with SupportMagic increases the value of both Notes
and SupportMagic," he continued.

The SupportMagic/Lotus Notes interface allows Notes users to carry on an
electronic discussion with a Help Desk technician. The user sends in a
Help Desk request by filling out an electronic form in Lotus Notes.
Technicians on the SupportMagic side (who also have Lotus Notes installed
on their workstation) receive the Help Desk request through the Magic Mail
Server.

Once the call has been opened, the user receives confirmation through
Notes. The confirmation includes the call number and the support analyst
to whom the call has been assigned. The user can monitor the call's
progress. Every time an action is taken in a call that was opened in the
Notes interface, the user will be informed.

SupportMagic technicians at a remote location also have the ability to open
new calls, enter an action line, forward calls, and close calls through
the Notes interface.

Magic Solutions, Inc. has been the premier developer of help desk and
inventory management software since 1988. Its main product -- SupportMagic
for Windows -- is used worldwide by such clients as Colgate-Palmolive,
Proctor & Gamble, Coca Cola Company, Capital Cities/ABC, Merck & Co. and
the US Department of State, as well as hundreds of similar organizations.
SupportMagic for Windows is used by more than 1,700 organizations
worldwide, making it the top seller in help desk software for the last
several years.

Magic Solutions Inc
10 Forest Ave
Paramus, NJ 07652
201-587-1515,  fax 201-587-8005

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