Requests

 

ManageEngine SupportCenter Plus request module helps you better manage the services provided by your customer support team. The requests module can be used to track outstanding and overdue requests that need immediate attention and thus improves the response time and resolution time of your customer support team. Apart from this, SupportCenter Plus allows you to add relevant notes pertaining to the request that is being handled. This note can contain any information such as the exact scenario of the request or how the issue was resolved. Also every action performed on the request in the SupportCenter Plus application is stored in the Request History.

 

Clicking the Requests tab on the header pane takes you to the request module. Here the term request denotes any service that is requested by your customer from the customer support team. The requests can be submitted to the system via mail or a web-based form. Sometimes, the requests can also be placed through a phone call during which, the help desk agent has to record the details of the phone call in the web-based form and assign priority and support rep based on the urgency of the request. The various actions that one can perform in the request module are explained in the respective sections.

 

To ease the process of tracking the requests posted by individual contacts, a Self Service Portal has been provided. This can be used by the individual contacts to track the status of their requests and to look up solutions from the online knowledge base. To access this self-service portal, the contacts need to log in to the SupportCenter Plus application using their respective user name and password. For more details on self-service portal, refer to Self Service Portal topic.



SupportCenterPlus - Help Desk and Asset Management Software
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