We’re delighted to present the all-new SupportCenter Plus. It comes with the powerful capabilities you’ll need to provide exceptional customer support. This help desk software isn’t just effective and feature-rich—it’s also quite cost-efficient.

Wondering what awaits you in SupportCenter Plus 11.0?

Let’s take a look: 

Time tracking and billing

Errors in billing and payroll processes often occur due to incorrect or insufficient tracking of the amount of time and effort spent by support reps on various help desk activities. SupportCenter Plus 11.0 makes time tracking and billing easy with the help of automated billing and contracts, as it allows you to organize, monitor, and invoice services promptly on completion.

Fig. 1: Billing contracts

Request Life Cycle

Most help desk software fails to capture the substantial amount of information that’s generated as a support rep works on a ticket. This shortcoming creates irregularities in the ticket resolution process. With the help of SupportCenter Plus 11.0, you can bring organization and uniformity to the disarrayed ticket resolution process with a simple drag-and-drop life cycle builder and guide your support reps through every step.

Fig. 2: Request Life Cycle

Field service management

Struggling to balance support reps around different customer locations? Well, not anymore! In SupportCenter Plus 11.0, you can track the geographical location of support reps and interact with reps and different support groups from the map view. These visuals enable help desk admins to ensure maximum utilization of support reps in the field.

Fig. 3: Field service management

And that’s just the tip of the iceberg! SupportCenter Plus 11.0 comes with a lot more, including:

• Account and contacts management: Elevate productivity with quick access to your accounts and contacts.

• Customer support portal: Create and manage portals for all your business units with a single license.

• Live Chat: Provide real-time customer support and resolve issues faster.

• And more!

In order to maintain your place in the market and face fierce competitors in these challenging times, you need to provide superior customer support. SupportCenter Plus 11.0 helps you do exactly that and more.

So, what are you waiting for? Give your customer support help desk a much-needed upgrade to SupportCenter Plus 11.0.  

Learn more about SupportCenter Plus 11.0.

We’d be delighted to have you join our SupportCenter Plus community!

The post Presenting SupportCenter Plus 11.0, with account management, billing contracts, field service management, and more appeared first on ManageEngine Blog.

Ready to take your support services up a notch? Check out SupportCenter Plus 8.1. The latest version of our customer support software brings you a host of enhanced features, including a brand new user interface for admins and support for Tomcat 7. Here are a few things you can do with SupportCenter Plus 8.1:

• Enjoy the revamped admin panel user interface.
• Access configurations faster from the admin module using our powerful new search.
• Take a fresh look at your help desk with new headers across all modules.
• Standardize the look and feel of your user interface with a common theme across your end-user portal and support rep portal.
• Take advantage of Tomcat 7 support to fully secure your support desk data.
• Mark First Call Resolution while closing requests or after incidents have already been resolved.
• Allow all users to view modifications made to requests.

Click here to upgrade to SupportCenter Plus 8.1 and take your support services to a whole new level. Head here to to find out more about the new features and bug fixes. If you’re new to SupportCenter Plus, learn more about us and our product here. We’d love to have you onboard!

The post SupportCenter Plus 8.1: New features for top-notch support appeared first on ManageEngine Blog.

It doesn’t matter whether you’re an enterprise with thousands of customers or a small business organization with just a few employees. It doesn’t matter whether your help desk is internal, external, or both. It doesn’t matter whether you use a paid or a free help desk tool. But, what matters is you must deliver unparalleled customer service. The processes you follow to deliver your service might vary, but it all comes down to capacity and motivation to deliver great service. Offering front-line support involves understanding more than just the technical aspects of any issue; you need a firm grasp of your customer’s context.

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<img src=”http://www.manageengine.com/products/service-desk/images/helpdesk-infographics.jpg” alt=”Different kinds of Help Desk Callers” /><p><em>Image originally posted on <a href=”http://www.manageengine.com/products/service-desk/helpdesk-infographics.html”>Help Desk Infographics, ManageEngine ServiceDesk Plus</a></em></p>

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Arvind Parthiban

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SupportCenter Plus wishes all the customers merry Christmas & happy new year.

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As a Customer Support Manager, you often feel that some parts of the Support Rep’s job is repetitive and monotonous. And you would be happy if the help desk tool took care of repetitive activity.

The Canned Response feature of SupportCenter Plus is one such Time Saver! It helps Support Reps save frequently used answers as a template. Once saved, the Canned Response can be used any number of times and it saves a lot of valuable time.

Consider for example, in a Retail division, the product offers, exchange offers, and the terms and conditions for product return can be saved as a canned response template. Instead of creating these manually each and every time, the saved Canned Responses can be drawn from the list and sent to the customers with ease.

And while we are on this discussion, we also have an “Insert Solution” link on the same window, that lets you insert knowledge base articles into your customer reply.

Reply using Canned Response

Insert Knowledge base articles

Happy Support!
Team SupportCenter Plus.

The post Canned Responses: Save that extra minute every time appeared first on ManageEngine Blog.

Customizing the look & feel of your support portal
In this version, we’re not just re-designing the portal area, we’re also providing flexible customization options for your portal needs.  Now, it gives you the ability to change colors, font styles, layout options and customizable URL to make sure that your support portal blend perfectly with your website.  Most of the settings can be done in Admin Settings area.

Adding multiple portals
Sometimes organizations may require multiple portals to efficiently manage their specific customer group.

Let’s look at this scenario…
Acme chocolate company having different business divisions say Retail, Billing & Payment, Administration and Promotion.  But on single installation of SupportCenter Plus, they need to manage their specific customers requests. Each division will have their own content and presentation.

From the above example, the representation of Administration and Billing & Payment divisions should look more professional, but the Retail and Promotion divisions can sport appealing look. So it needs customization at portal level to make it different from each other.

Solution:
This can easily be achieved by creating two different portals and customize it accordingly cater to their own customer groups’.  It helps organization to share common information or restrict information at business unit level.

Check this out in our latest version 7.8

Happy Support!
Team SupportCenter Plus

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We believe companies spend a lot of time & effort organizing this information.  As a first step towards automating this process, SupportCenter Plus (SCP) follows this simple workflow :

  a)  When the support email comes in to the helpdesk from a member of a New Account :

• The member is added as a contact
• The domain name from the email is taken
• A new  Account is added and the domain name mapped to this account

      For example :  A member John from Future Solutions Inc. (john@futuresolutions.com) emails helpdesk, SCP automatically creates John as a contact, creates a new Account called FutureSolutions and also associates the domain “futuresolutions.com” with the Account “FutureSolutions”.

  b)  When the email is from a new member of an already present Account

• The domain name from the email is taken & searched for.  If matching Account is found, then the corresponding Account is associated with it.

The immediate question would then be what would happen to domain names like gmail.com, hotmail.com etc.  There are necessary checks & balances we’ve built into this logic.  We have provided an exclusion list which can be used by the administrator to fill in domain names that will be ignored from the automatic mapping.  Also, every time an automatic association takes place, notifications (optional) can be triggered to selected members.

This automated association prevents you from having to work extra-time organizing your data on month-ends to send timely reports to your customers.

Try this out and tell us how it works for you.

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