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| SupportCenter Plus enables customers
to submit trouble tickets via a browser or through email.
It automates several key workflow tasks such as case routing,
acknowledging requester/support rep notifications and
handling of SLA rules. As a result, your support organization
can now realize higher levels of productivity, keep everyone
informed, provide superior service, improve problem resolution
times, share knowledge effectively and keep customers
happy. |
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Ways to create Trouble Tickets |
Features
Several Easy Ways to Create Trouble Tickets
Email to Request conversion
Automatically convert the emails sent to Help Desk into
trouble tickets.
Web Enabled
With SupportCenter Plus being a 100% web-based Help
Desk solution, enable your end users to submit support
requests (trouble tickets) from anywhere, anytime
using just a browser.
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Import from .CSV Files
Import contact details from .csv files.
User Survey
Conduct Customer Satisfaction & User Surveys. Also get User
Survey related consolidated reports. |
User Survey |
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Complete History of Request
Complete change history of a request is maintained
to facilitate audit processes. You can also lookup
a history of requests from a particular workstation
to identify workstations with chronic failures.
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SLA Violation Report |
Help Desk Reports
Get complete reports on Help Desk load, Support Rep performance
and SLA violation. More on Help
Desk Reports
Holidays / Operational Hours
You can configure yearly holidays and operational hours for
your help desk. You can also create special Service Level
Agreements that override these operational hours in case of
emergencies.
Support Rep Notes
Support Reps can add notes to the request to add related information
like action taken. |
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Notify Support Reps
Automatically notify Support Reps when a new request is assigned
to them.
Automatic Escalations
Escalate requests to different support reps within your staff
and notify managers when cases are not resolved within specific
time limits.
SLA Management
Create User, Department, Priority or Category based SLA rules
and ensure compliance. More on SLA
Management
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SLA Management |
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Knowledge Base |
Knowledge Base
Using the Searchable Knowledge base, both the Support
Reps and the end users can search for solutions to common
problems. More on building a Knowledge
Base
Self-Service Portal
End users can use the self service portal to submit
new requests or check the status of their open requests.
More on the benefits of having a Self-Service
Portal
My Tasks
Create follow-up tasks and never miss an appointment or
forget an important call. |
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Keep End Users Informed
Automatic email response to Requesters on request creation
and closure.
Flexible Help Desk
Add custom fields to the request form to capture information
specific to your business needs
Automatic Case Routing
Automatically assign requests to support reps based
on the type of request.
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Administrator Console |
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