Support Knowledge Base- ManageEngine SupportCenter Plus Customer Help Desk

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SupportCenter Plus

Helpdesk Software, Customer Support Software & Customer Service Software

Customer Case Tracking

Service Level Agreements

Computer Telephony Integration

Computer Telephony Integration (CTI) plays a vital role in supporting your customers. It is identified as the technology of linking of computers and telecom instrument to respond calls, to pull out details from the database based on the phone numbers and even route calls to different people in some cases.

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Notes and Tasks

SupportCenter Plus allows the support staff to create notes in a particular ticket in order to provide the information to other support staff and the administrator.
The Notes can be made visible to the contact too if required
Tasks are simple "to-do" lists that can be created by the administrator for the support staff to do.
The Tasks are not visible to the customer.

Benefits

Gives the support staff flexibility to provide instructions to the other support staff
Notes is an important part when the tickets are escalated from one level to the another
Important tasks can be mandated to the support staff based on the priorities

Customer Case Tracking

Service Level Agreements

Enterprise Management & Security Products
Active Directory Management Active Directory Auditing Application Monitoring Asset Management Bandwidth Monitoring & Traffic Analysis Customer Support Software Desktop Management EventLog Analyzer Facilities Management Firewall Analyzer Free Active Directory Tools Free Windows Tools Help Desk Software Load Testing	MSP Platform MSP Help Desk Software Network Configuration Management Network Monitoring Software Network Security Scanner with Patch Management OS Deployment Password Management Self-Service Password Management Storage Management Software Switch Port & IP Address Management VoIP Monitoring WiFi Manager Website Monitoring (SaaS)

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Success Stories

"I can log, track and report all jobs to almost any scenario which has improved the efficiency of my organization. I am extremely satisfied with this solution and have had first class installation and support services"
Danny Hadjiantonakis, Innovateq Pty Ltd.

"How good is this product! We have been using SupportCenter Plus for over 18 months and I have nothing but praise for this product"
Paul Ghanem,Comlink Solutions

"We did extensive testing of many customer support software and this is the best"
Rasmus Hassing Larsen, Informi GIS A/S.

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Product List
Active Directory Management Active Directory Auditing Application Monitoring Asset Management Bandwidth Monitoring & Traffic Analysis Customer Support Software Desktop Management	EventLog Analyzer Facilities Management Firewall Analyzer Free Active Directory Tools Free Windows Tools Help Desk Software Load Testing	MSP Platform MSP Help Desk Software Network Configuration Management Network Monitoring Software Network Security Scanner with Patch Management OS Deployment	Password Management Self-Service Password Management Storage Management Software Switch Port & IP Address Management VoIP Monitoring WiFi Manager Website Monitoring (SaaS)

Managing the customer's requests and queries of any organization of any size, can be a challenge without the right tool in place. Every Customer Support Manager needs an efficient task force - support representatives who are not overburdened, or under-utilized. Routine tasks, jobs, allocations cannot be done manually after a certain limit and automation is the keyword, he should be looking for. SupportCenter Plus combines high level of automation, making sure that tickets get assigned as soon as they arrive, support representatives notified and escalations raised in case SLAs are breached.

SupportCenter Plus also provides a host of different reports on help desk efficiency like completed and overdue requests, time spent reports etc. Service Level Agreement reports help the manager quickly identify trouble areas in his team and take remedial measures. SupportCenter Plus also enables the Customer Support Manager create his own custom reports and schedule them regularly.

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A common problem that most help desk representatives face is the lack of systematic control of the help desk. Generally, it is just another human being who manually assigns the tickets and notifies the support personnel. Another common problem is the lack of right information at the right time like the system information for a ticket raised. SupportCenter Plus solves these problems and more. All queries and requests are available to the support representative at a single place.

SupportCenter Plus also allows high level of automation like assigning tickets to support groups as soon as they come and notifying them. This helps them get on the job immediately.

Would you like to download SupportCentre Plus now and try it yourself?
Would you like to be contacted for a quick live demonstration of SupportCenter Plus?

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