Introduction

 

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.



SupportCenterPlus - Help Desk and Asset Management Software
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