| Compare Different Features of ManageEngine®SupportCenter Plus. Your Customer Support Software evaluation is not complete until you check out the comparison between different features of SupportCenter Plus. Here is a list prepared based on customer queries. |
Features |
SupportCenter Plus |
Compare With |
| SupportCenter Plus @ a glance |
| A complete and comprehensive customer support software |
With difference in edition features |
|
| Easy web-based access |
Yes |
|
| Easy to install and configure |
Yes |
|
| Clear separation of Users (Administrators, Support Reps, Contacts, Account Managers) |
Yes |
|
| Fine grained access roles |
Yes |
|
| Comprehensive request/ticket tracking module |
Yes |
|
| Account & Contact Management module for tracking customer information |
Yes |
|
| Multitenancy through Business Units - Ability for multiple departments of an organization to track & manage their support process within a single installation of SupportCenter Plus. |
Yes |
|
| A tightly integrated Contracts module that manages the contracts, SLAs & the billing options |
Yes |
|
| Reporting options to slice & dice data with options to create custom reports, schedule & email them. |
Yes |
|
| Options to enable server to be running in the secure mode |
Yes |
|
| Options to completely backup application configuration & data and ability to reconstruct the server from the backup. |
Yes |
|
| |
| User and Configuration Management |
| Ability to define roles for technicians to provide fine grained access to the application |
Yes |
|
| Decide Customer HelpDesk settings like: Mail server settings, Business rules, Notification rules, Work Groups, Time, Requests templates etc |
Yes |
|
| Design Accounts and Contact settings such as: Industry, product type, web-portal configurations etc |
Yes |
|
| Define contract settings: Support plans, Support Services, Service Level Agreements, Operation hours, holidays |
Yes |
|
| User and Related Settings: Define roles, Add Support rep details, Account managers information, Active Directory and Operating System settings, User Survey settings |
Yes |
|
| Business Units - This feature allows each Business Unit to create their custom configuration to suit their workflow for eg. different business rules, SLAs, contracts etc. |
Yes |
|
| Ability for user to set timezone & datetime format preferences |
Yes |
|
| Other Organizational details related settings |
Yes |
|
| |
| Application WorkFlow - Customer SupportDesk - Request and Call Tracking |
| Customer Interaction Management |
Yes |
|
| Case Modes |
| * Email to ticket conversion (Create tickets from incoming e-mail) |
Yes |
|
| * Phone |
Yes |
|
| * Customer Portal |
Yes |
|
| Ability to provide support to contacts using Remote Assistance tools |
Yes |
|
| Central repository to log and track issues |
Yes |
|
| Auto-generation of tickets |
Yes |
|
| Ability to notify support rep, contacts, primary contacts or account manager at different stages of the life cycle of the case. |
Yes |
|
| Receive SMS (short message services) from the application on assigning a trouble ticket |
Yes |
|
| Support for POP and IMAP Protocol |
Yes |
|
| Automatic classification and routing of messages based on workflow rules or business rules |
Yes |
|
| Automatically assigns a due-by time based on customer & the related contract (if available) |
Yes |
|
| Ability to assign a priority, level, category to a case. |
Yes |
|
| Ability to assign a Group & a Support Rep to the case |
Yes |
|
| Ability to add notes to a request and mark it as public or private |
Yes |
|
| Ability to add additional request fields (text, numeric, date) to suit the business needs. |
Yes |
|
| Automatic grouping all conversations of a Cases/Tickets that helps easy management of case |
Yes |
|
| Reply & Forward option in Cases/Tickets |
Yes |
|
| Ability to add attachments to case replies |
Yes |
|
| Ability to CC & BCC members who would be interested in the case |
Yes |
|
| Ability to define and use canned replies to requests that would immensely reduce the time consumed for routine replies |
Yes |
|
| Ability to add time entry for the Cases/Tickets |
Yes |
|
| Time entry addition works in synch with the contracts module |
Yes |
|
| Ability to put a timer on hold when waiting for customer response. |
Yes |
|
| Forward requests manually and automatically |
Yes |
|
| Ability to split a request into multiple tasks that can be assigned & handled by different Support Reps |
Yes |
|
| Case form Customization |
Yes |
|
| Case Templates to define different case forms or templates for different business scenarios. |
Yes |
|
| Rich text editor and ability to add attachments |
Yes |
|
| Cases/Tickets Scheduling |
Yes |
|
| Email spam Filter |
Yes |
|
| Email Notification Filter |
Yes |
|
| Support Reps can add notes to the request to add related information like action taken. |
Yes |
|
| Instant case history |
Yes |
|
| Communicate priorities and levels along with the case |
Yes |
|
| Automatic escalation of requests based on Business Rules |
Yes |
|
| Escalate requests to different support reps within your staff and notify managers when cases are not resolved within specific time limits. |
Yes |
|
| Queue support to efficiently manage support reps |
Yes |
|
| Provision to attach documents to a case |
Yes |
|
| Manage, edit, assign and close tickets as a group |
Yes |
|
| Case closing rules: Ability to define fields that are mandatory prior to closing the case |
Yes |
|
| Ability to enter a resolution to a case |
Yes |
|
| Ability to close a case |
Yes |
|
| Chat based support |
No |
|
| |
| Canned Responses |
| Create Predefined Canned Responses for support queries and reduce the response time for FAQs |
Yes |
|
| Manage Canned Responses and share it with other Support Staff. |
Yes |
|
| Personalize canned responses with different fields and variables |
Yes |
|
| |
| Customer Self-Service Portal |
| Customer portal included with the SupportDesk |
Yes |
|
| Administrator can configure & customize information that has to be presented on the portal |
Yes |
|
| Is it web-based? |
Yes |
|
| Contacts can self-register in this web-portal with (or) without the help of Administrator approval |
Yes |
|
| Contacts can search solutions & create new Cases/Tickets |
Yes |
|
| Ability to define different levels of permission for the contact login on the self-service portal |
Yes |
|
| Contacts can check status of their Cases/Tickets and update existing Cases/Tickets |
Yes |
|
| Get to know the announcements/whats the news of the company |
Yes |
|
| Update contact details |
Yes |
|
| Search knowledge base for users |
Yes |
|
| Ability to define permissions for articles to be published on the portal |
Yes |
|
| Access to Frequently Asked Questions (FAQs) |
Yes |
|
| |
| Account & Contact Management |
| Manage all your customer accounts/sub accounts from one central location |
Yes |
|
| Manage all your business customers of different domains/departments and their support tickets individually using Business Units - a Multi-tenancy functionality |
Yes |
|
| Integration with Outlook |
Yes |
|
| Import customer Account, Contact and Sales details from .csv files. |
Yes |
|
| Store account details such as user name, company, phone numbers, addresses, web sites, email addresses, Service Level Agreements and much more |
Yes |
|
| Define Accounts & their Branches in a hierarchical format |
Yes |
|
| Associate products with each account |
Yes |
|
| Easily group related contacts together in a single account |
Yes |
|
| Use pre-defined database fields to easily record contact information or add custom fields to meet your specific needs |
Yes |
|
| Capture, view and edit all user transactions, including email, tickets, chats, and service calls in a single system |
Yes |
|
| Automatic CSV based synchronization of customer information from other databases |
Yes |
|
| Reports generated can be run by the contacts |
Yes |
|
| Choose the language of the system to be of your choice |
Yes |
|
| |
| Customer Experience Management |
| Simple and clear dashboards |
Yes |
|
| Get a view of all the support staff details in the same screen |
Yes |
|
| Their email to ticket conversion recduces their issue reporting time |
Yes |
|
| Report issues easily with the help of templates |
Yes |
|
| Send immediate response to customers with planned and defined automatic e-mail response on every request creation and closure |
Yes |
|
| Get access to solutions - a knowledgebase of all popular and recent occuring trouble issues |
Yes |
|
| Don't wait for the administrator to have a login for yourself in the supportdesk. Self-register yourself |
Yes |
|
| Offer immediate online live trouble shooting support to your customers with Remote Assistance |
Yes |
|
| Provide world class customer experience by integrating our computer telephony with Asterisk. |
Yes |
|
| Contacts/clients can run reports created by the support reps |
Yes |
|
| |
| Contract Management |
| Create, manage and store service contracts with your Accounts |
Yes |
|
| Define your support plans and SLAs based on the service contracts |
Yes |
|
| Configure support plans based on |
Yes |
|
| 1. Hour |
Yes |
|
| 2. Incident |
Yes |
|
| 3. Fixed Plan |
Yes |
|
| Time entry/billing is tightly coupled with the Contracts Management |
Yes |
|
| Identify total hours spent on each customer based on request resolution time |
Yes |
|
| Bill your customer based on cost/hour |
Yes |
|
| Calculate time entry either based on hours or no of incidents with hours spent on each incident and generate reports for customer billing. |
Yes |
|
| Notification on contract expiry, services associated to a particular contract |
Yes |
|
| |
| Knowledge Management |
| Using the Searchable Knowledge base, both the Support Reps and the end users can search for solutions to common problems |
Yes |
|
| Keyword search to find solutions based on request description |
Yes |
|
| Indexed document search for faster results |
Yes |
|
| Ability to create Solutions topic template - one template for group of solutions that can be applied to more than one account |
Yes |
|
| Search history with previously resolved Cases/Tickets |
Yes |
|
| Frequently Asked Questions (FAQs) |
Yes |
|
| Account based solutions & Topic templates |
Yes |
|
| Approval options to have a solution part of the KnowledgeBase |
Yes |
|
| Rich text editor |
Yes |
|
| |
| Reporting |
| Pre-built standard reports |
Yes |
|
| Custom reports in tabular format |
Yes |
|
| Query Builder for Reports |
Yes |
|
| Integration with third party reporting software like Crystal Reports |
Yes |
|
| Reports to be exported as .csv,.xls and Pdf format |
Yes |
|
| Reports Scheduler (Auto generation & distribution) |
Yes |
|
| Analyze trends and performance levels |
Yes |
|
| Real-time update on reports |
Yes |
|
| Save and schedule customized reports |
Yes |
|
| Customer Service Reports |
Yes |
|
| Matrix Reports |
Yes |
|
| Tabular Reports |
Yes |
|
| Ability to show selective reports to individual accounts and contacts |
Yes |
|
| |
| Surveys |
| Generate surveys |
Yes |
|
| Customize questions for surveys |
Yes |
|
| Schedule surveys |
Yes |
|
| Set rules on when to send surveys (e.g. after so many Cases/Tickets from an user is closed) |
Yes |
|
| |
| General Features |
| Provision to create custom tracking fields |
Yes |
|
| Ability to customize the fields displayed |
Yes |
|
| Ability to create custom views |
Yes |
|
| Support for secured email fetching (POPS, IMAPS, SMPTS with TLS enabled) |
Yes |
|
| Contacts are allowed to self-register to the Self-service web portal that reduces the burden on the administrator |
Yes |
|
| Custom views, search option in the product |
Yes |
|
| CTI Integration |
Yes |
|
| Configuration wizard to set up the software |
Yes |
|
| Announcements to display important informtation to the users |
Yes |
|
| Backup - Scripts to backup the data & configuration of the application |
Yes |
|
| Recreate the application - Scripts to reconstruct the application on a different machine |
Yes |
|
| Ability for the application to automatically handle unusual situations such as Mail storms & Mail loops |
Yes |
|
| Ability to customize the logo and browser title at no extra cost |
Yes |
|
| Ability to enable the server to run in the secure mode (HTTPS - SSL enabling) |
Yes |
|
| |
| Integration |
| Import & Synchronize Accounts & Contacts from Outlook |
Yes |
|
| Integration with SMS (Short messaging service) to send notifications |
Yes |
|
| Integration with Crystal Reporting System |
Yes |
|
| Active Directory Integration |
Yes |
|
| Integration with e-mail |
Yes |
|
| Computer Telephony Integration (Asterisk) |
Yes |
|
| Forum integration in converting a forum post into a ticket |
Yes |
|
| |
| Active Directory |
| Scheduled user details import from Active Directory |
Yes |
|
| Authentication through Active Directory for support staff |
Yes |
|
| Active Directory synchronization |
Yes |
|
| |
| Implementation |
| Quick and easy implementation |
Yes |
|
| No additional programming for client or database customization |
Yes |
|
| Support for open standards |
Yes |
|
| Documented database |
Yes |
|
| No required client software |
Yes |
|
| Backup - Scripts to backup the data & configuration of the application |
Yes |
|
| |
| Data Migration from other Help Desks |
| Huge data migration dealt with care |
Yes |
|
| Process consuming longer person-hours is taken care of |
Yes |
|
| Check on Security of the data and its backup |
Yes |
|
| Most of the helpdesk's data can be migrated |
Yes |
|
| |
| System Requirements |
| Operating Systems supported: |
Linux RedHat 7.x and above
Debian 3.0
32-Bit x86 Compatible
2GHz
1GB |
Yes |
|
Windows 2000 Professional + SP4
2000/2003 Server
XP Professional
32-Bit x86 Compatible
2GHz
1GB |
Yes |
|
| Databases supported |
| SupportCenter Plus comes bundled with My SQL and it supports MS SQL 2000, MS SQL 2005 and all flavours of SQL. |
Yes |
|
| Browsers supported |
| Firefox, Internet Explorer 7 |
Yes |
|
| |
| Pricing & Editions |
| SupportCenter Plus Standard Edition (2 Support Representatives) |
Starts @ $495 |
|
| SupportCenter Plus Professional Edition (2 Support Representatives and 3 Business Units) |
Starts @ $995 |
|
| Additional Business Units (minimum 5 Business Units) |
Starts @ $995 |
|
| SupportCenter Plus Standard Edition - Multi-Language (2 Support Representatvies) |
Starts @ $595 |
|
| SupportCenter Plus Professional Edition - Multi-Language (2 Support Representatives and 3 Business Units) |
Starts @ $1195 |
|
| SupportCenter Plus CTI Integration Add-on (5 Support Representatives) |
Starts @ $245 |
|
| SupportCenter Plus Remote Desktop Add-on (Additional 5 Concurrent Sessions for Remote Desktop(Zoho Meeting) |
Starts @ $475 |
|
| Training available |
Yes |
|
| Large scale consulting and implementation |
Yes |
|
| |
| Trial Software Version |
| Is a trial version available? |
Yes |
|
| No of days for trial version? |
30 |
|
| Are there any feature limits in the trial version? |
No |
|
| No of support reps allowed in trial version |
2 |
|
| Technical support available during evaluation |
Yes |
|
| |
| Multi Language support |
| Ability to contacts to choose the language of his choice. |
Yes |
|
| Chinese |
Yes |
|
| Japanese |
Yes |
|
| Dutch |
Yes |
|
| Portuguese |
Yes |
|
| Brazilian Portuguese |
Yes |
|
| German |
Yes |
|
| Spanish |
Yes |
|
| Italian |
Yes |
|
| Swedish |
Yes |
|
| Polish |
Yes |
|
| Pricing different from default (English) for other language license |
Yes |
|
