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ManageEngine SupportCenter Plus is a comprehensive help desk management software
that provides help desk agents an integrated console to monitor and maintain
requests generated from the users of various products obtained from an organization
and resolve them at the earliest. The customer support desk plays an important
part in the services industry. It is very often the first contact the users
have in their use of products when something does not work as expected. The
customer support desk is a single point of contact for end-users who need help.
Without this, an organization could certainly face losses due to inefficiencies
in after sales services.
The two main focuses of the ManageEngine SupportCenter Plus are Request tracking
and Customer Account Management. Using the following modules of SupportCenter,
support reps and system administrators can resolve issues of complex nature in
no time and thus reduce the end-user frustration arising due to time consuming
issue resolving process. They can also keep track of the changing needs of the
consumers and hence modify their services to suit the customer requirements
and thus delight them.
The request module functions as the customer support desk where requests are
fetched and necessary solutions are provided by assigning support reps to resolve
issues reported.
When you log in to ManageEngine SupportCenter Plus, the application displays
the SupportCenter Plus home page that contains information on pending requests,
overdue requests, requests assigned to the user who has logged in, individual
user's task list, and depending on the user login, the other dash board views.
Requests: Clicking the Requests tab on the header pane takes you
to the request module. This serves as the customer support desk module where
the support requests from individual users are fetched, tracked, support reps
are assigned, and a solution is provided.
Solutions: This module serves as a knowledge base for your customer support
team as well as your customers. Customers can search this for solutions for
issues and solve it themselves. Also, when support reps resolve issues, they
can directly convert these resolutions as knowledge base articles. To view the
solutions, click the Solutions tab in the header pane.
Accounts: The main objective of the customer support team would be to
keep track of the various customer related information and keep it up-to-date.
SupportCenter Plus allows you to add your customer accounts and their contact
information, update and track them periodically. The account information gives
you details on the customer's organization and purchase details. This will give
you details about the purchases that the company has made and the kind of support
that needs to be provided to them. To view the Account details, click the Accounts
tab in the header pane.
Contacts: The contact information tracking enables you to have a tab
on what is the latest progress on the status of the customer, the type of customer
and other such related information. To view the various contacts and their details,
click the Contacts tab in the header pane.
In addition to these, SupportCenter Plus has GUI-rich reports for requests and
user survey. There are predefined sets of reports that help you evaluate the
efficiency and productivity of your customer support team, the load of requests
handled by the team, the customer database and their history and much more.
Also, the SupportCenter administrator can configure various helpdesk, customer,
and enterprise-related settings, such as the working hours of the organization,
service-level agreements, user roles, customer details, accounts, contacts,
and many more.
Based on the permissions provided by the SupportCenter Plus administrator to
each of the users of the application, you will be able to access the above modules.
If you do not have the access permission, contact your SupportCenter Plus administrator.
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