A chat interface embedded into the customer portal
Ability for customers to chat with Support Reps online
Ability to convert the chat conversation into a new request or attach it to an existing request as a conversation

Computer Telephony Integration (CTI)

Screen Pop - Displaying the caller information to the Support Rep when a call comes in.
Soft Phone Functionality - Pick calls, Click to Dial from the interface

Customer Portal Enhancements

A simple url for the portal like http://server_name/portal or http://server_name/support

Improving on the password strength mechanism for all users
Moving to higher versions of tomcat & mysql
Moving request description from database to files. This would enhance the performance in request info retrival and also the backup & restore process.

Ability to suggest solutions when creating a new request
Ability to configure the print options - what to be included, the order etc
Ability to auto-cc a set of members per account, who may or may not be part of the SupportCenter during request events
Ability to navigate to the Next/Previous requests from the request view page
Ability to pull up a solution in the Request Reply text editor
Ability to "Add Request & Close" from Request Creation screen for adding a request & then setting the status to close in one action

SLAs based on Response time
Different rates during operational hours & non-operational hours, weekends, holidays etc
Ability to mark entries as billable or non-billable & report based on them
Changing rate/hr when entering the time entry

Q3 2009

Support for connecting to SupportCenter server through mobile devices. This would help field technicians to check their requests and act upon them remotely
Capturing the first name & last name of the users and including the appropriate one in the notifications
Changing to a better Calendar interface for better usability

Outlook Integration
Daily/Weekly/Monthly view of information
Ability to determine Support Rep availability on a particular date or during a time period
Shared calendar for team work
Enhancements to the Reminder section
Import & Export in the iCal format
Ability to set reminders, follow-up tasks from every module

Enhancing the "Last Updated" field to reflect any user action on the request.
Option to record the "Last Action Performed" on the request and report based on it
Ability to add account notes from the request screen
Ability to retrieve deleted requests (Trash View)
Ability to define rules to automatically assign Support Reps to requests based on various factors like the Support Rep load etc.

Provide more reports that display the KPIs (Key Performance Indicators) for each module
Reports where parameters are dynamic & got at the time of running the report
Reports to be run on last n days.
Top N, Highest N, Least N, Lowest N options when running reports
Defining the layout (where the entities like header, footer, data, chart etc) of the reports

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)

What Next

Quick Links

Customer Help Desk for

Features

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.

Forums

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)