Streamline Your Trouble Ticketing for Faster Issue Resolution

Transforming Customer Service into a Seamless Experience

Are you looking to revolutionize your customer support system? Do you want to provide unparalleled service that not only satisfies but delights your customers? Welcome to ManageEngine SupportCenter Plus, the ultimate customer support software designed to streamline your help desk operations and enhance customer relationships.

The Challenge: Meeting Modern Customer Service Expectations

In today's fast-paced digital world, IT managers, directors, CIOs, and network administrators are under immense pressure to deliver exceptional customer service. The challenges are multifaceted:
  • Rapid Response Times: Customers expect quick and efficient solutions to their queries.
  • Effective Issue Resolution: Trouble ticketing needs to be streamlined for faster resolution.
  • Personalized Customer Interactions: Each customer interaction should feel unique and valued.
  • Data Management: Efficiently managing customer data is crucial for providing tailored support.

The ManageEngine SupportCenter Plus Solution

ManageEngine SupportCenter Plus is not just another customer help desk software. It's a comprehensive CRM software tool that empowers your team to provide top-notch customer service. Here's how:

Key Features That Elevate Customer Support:

  • Multi-Channel Support: Offer support via email, phone, live chat, and web forms.
  • Trouble Ticketing System: Efficiently manage and track customer issues from start to finish.
  • Live Chat Software: Engage with customers in real-time and resolve queries faster.
  • CRM Integration: Keep all customer data organized and accessible for personalized support.
  • Performance Analytics: Monitor and analyze help desk performance for continuous improvement.

Trusted by Leading Brands

Join the ranks of esteemed organizations like Chicago Tribune, Brickman, PayEx, Intelligent Hospital Systems, and SVP Worldwide, who have transformed their customer support with ManageEngine SupportCenter Plus.

Why Choose ManageEngine SupportCenter Plus?

  • User-Friendly Interface: Navigate effortlessly through our intuitive dashboard.
  • Customizable Solutions: Tailor the software to meet your unique business needs.
  • Scalable for Growth: Whether you're a small business or a large enterprise, our software grows with you.
  • Dedicated Support: Our team of experts is always on standby to assist you.

Ready to Revolutionize Your Customer Service?

Embark on your journey today:

  • Free Trial: Experience the capabilities of ManageEngine SupportCenter Plus with our free trial.
  • Request a Demo: Discover how our software can be customized to your specific needs.
  • Talk to Our Experts: Have questions or need a tailored solution? We're here to help.

Your Path to Exceptional Customer Service Starts Here

Don't let traditional customer service challenges hold you back. Embrace innovation, enhance customer satisfaction, and drive business success with ManageEngine SupportCenter Plus. Join the community of IT leaders who are redefining customer support. The future of exceptional customer service is here, and it starts with ManageEngine SupportCenter Plus.

Get a Free Trial and see how SupportCenter Plus can help!

Your Role

Efficient Emily

Efficient Emily

Emily works in a large financial institution where managing customer support requests efficiently is crucial. She values tools that can streamline processes and improve customer satisfaction.

Emily needs a solution that can help her:

Manage and track customer support requests effectively. With SupportCenter Plus's request tracking and help desk management features, she can ensure that all customer issues are addressed promptly and efficiently.

Organized Oliver

Organized Oliver

Oliver works in a large university where he is responsible for managing a diverse range of IT issues. He values tools that can help him organize and prioritize tasks.

Oliver needs a solution that can help him:

Keep track of all tasks and prioritize them effectively. With SupportCenter Plus's task management and active directory integration features, he can manage tasks efficiently and ensure that critical issues are addressed first.

Knowledgeable Karen

Knowledgeable Karen

Karen works in a fast-paced e-commerce company where quick resolution of customer issues is key to maintaining customer satisfaction. She values tools that can provide quick access to information.

Karen needs a solution that can help her:

Access information quickly to resolve customer issues. With SupportCenter Plus's knowledge base feature, she can quickly find solutions to common issues and improve the speed of customer support.

Analytical Alex

Analytical Alex

Alex works in a technology company and is responsible for managing the IT infrastructure and ensuring the smooth operation of all systems. He needs a solution that can help him automate the IT asset discovery and inventory process, as well as track software licenses and updates.

Alex needs a solution that can help him:

Make data-driven decisions. With SupportCenter Plus's reports and dashboards feature, he can gain insights into the performance of his customer support team and identify areas for improvement.

Proactive Patricia

Proactive Patricia

Patricia works in a healthcare organization where the security of patient data is of utmost importance. She is always on the lookout for potential threats and values tools that can help her stay ahead of these threats.

Patricia needs a solution that can help her:

Manage customer support while ensuring the security of patient data. With SupportCenter Plus's secure customer portal and billing contracts features, she can provide efficient customer support while ensuring the security of sensitive patient data.

FAQs

Q: What is ManageEngine SupportCenter Plus?
A: ManageEngine SupportCenter Plus is a comprehensive help desk software that enables organizations to efficiently manage and resolve customer queries and issues. It provides a centralized platform for ticket management, knowledge base creation, and customer support automation.

Q: How can SupportCenter Plus benefit my organization?
A: SupportCenter Plus streamlines your customer support operations by automating ticket creation, assigning, and tracking. It helps you provide timely and efficient support, resulting in improved customer satisfaction and retention. Additionally, its knowledge base feature allows you to create a repository of self-help articles, reducing the number of repetitive queries.

Q: Can I customize the ticketing system in SupportCenter Plus?
A: Yes, SupportCenter Plus offers extensive customization options for the ticketing system. You can define ticket categories, priorities, and escalation rules based on your organization's requirements. Additionally, you can customize the ticket forms and fields to capture specific information from customers.

Q: Does SupportCenter Plus integrate with other software applications?
A: Yes, SupportCenter Plus offers seamless integration with various software applications, including CRM systems, email clients, and collaboration tools. This integration ensures that customer information is synchronized, and support tickets are automatically created from emails or other communication channels.

Q: How does SupportCenter Plus handle SLAs (Service Level Agreements)?
A: SupportCenter Plus allows you to define and manage SLAs for different ticket categories. It enables you to set response and resolution time targets, send automatic notifications for SLA violations, and generate reports to track SLA compliance. This ensures that your support team meets customer expectations and maintains service quality.

Q: Is it possible to measure the performance of my support team using SupportCenter Plus?
A: Yes, SupportCenter Plus provides comprehensive reporting and analytics capabilities to measure your support team's performance. You can track metrics like average response time, resolution time, customer satisfaction ratings, and agent productivity. These insights help you identify areas for improvement and make data-driven decisions.

Q: Can I provide support in multiple languages using SupportCenter Plus?
A: Yes, SupportCenter Plus supports multiple languages, allowing you to provide support in the preferred language of your customers. You can create knowledge base articles, email templates, and canned responses in different languages, ensuring effective communication with a diverse customer base.

Q: Does SupportCenter Plus offer self-service options for customers?
A: Yes, SupportCenter Plus offers self-service options to empower customers to find solutions to their queries independently. The knowledge base feature allows you to create a repository of articles and FAQs, enabling customers to search for answers themselves. Additionally, you can enable a customer portal where they can submit and track their support tickets.

Q: Is SupportCenter Plus accessible on mobile devices?
A: Yes, SupportCenter Plus is designed to be mobile-responsive, allowing you to access and manage support tickets from any mobile device. You can respond to customer queries, assign tickets, and track progress while on the go, ensuring uninterrupted customer support.

Q: How can I get started with SupportCenter Plus?
A: To get started with SupportCenter Plus, you can sign up for a free trial. Once you have signed up, our support team will guide you through the setup process, help you customize the software according to your requirements, and provide training resources to ensure a smooth transition.

Mentioned below are the minimum requirements to run SupportCenter Plus. You may require more RAM space and high-end processors depending upon the support load, simultaneous access load, and other applications' load installed on the same server.

Inbound Requests Per Day

Hard Disk Type

RAM

Processor

OS

10x - Less than 100

500GB SDD

16GB

1.7GHz to 2.4GHz
10MB to 12MB Cache
4 cores to 8 cores
or Any entry-level server grade processor

E.g
Intel Xeon Scalable - Bronze/Silver
Intel Xeon  E Family

Windows Server OS (2012-2016) 

Linux

RHEL 8 or above

Ubuntu 14.0 or above

100x - Upto 1000

2TB - SDD

16GB/32GB*

2.4GHz to 3.0GHz

12MB to 20MB Cache
6 cores to 8 cores
or equivalent technology
E.g
Intel Xeon  E Family

1000x- More than 1000

2TB#/3TB* - SDD

16GB/32GB*

3.0GHz to 4.5GHz

12MB to 30 MB Cache

10 cores to 20 cores

or equivalent technology

E.g

Intel Xeon Scalable Gold/Platinum

* - PostgreSQL bundled is configured as a database

# - More size required if request description/conversations and attachments, etc are prone to be more in given business usage.

Supported Browsers

  • Internet Explorer: IE 11, IE Edge
  • Firefox
  • Google Chrome

MSSQL

If your SupportCenter Plus runs on an MSSQL setup, then make sure to host the database server in a separate machine under the same network as the application server.  The DB server machine configuration solely depends on no of databases configured and usage. Please consult with your DBA or Microsoft MSSQL support for system requirements.   Supported MSSQL Versions : 2008, 2010, 2012, 2014, 2016, and 2017. 

PostgreSQL

Since PostgreSQL 9.2 requires users to modify kernel resources to allot required resources for Postgres server,

i. Add the the below mentioned entry in /etc/sysctl.conf

kernel.shmmax=536870912 

kernel.shmall=131072 

ii. Execute sudo sysctl -p /etc/sysctl.conf to reload the configured change.

Note : This is only applicable for Linux OS installations that use bundled Postgres.

Compare Editions

  • Pricing in USD.
  • Quotes in CAD also available.

Standard

Starts at: $995
  • Account and Contact Management
  • Request Tracking
  • Knowledge Base
  • SLA Management
  • Tasks
  • Help Desk Reports
  • API

Enterprise

Starting at: $355
  • Help Desk Management
  • Customer Portal
  • Billing Contracts
  • Product Catalog
  • Active Directory Integration
  • Automation bundle
  • Reports and Dashboards
  • Survey
  • Live Chat
  • API

Try SupportCenter Plus
for 30 Days for Free!

Download the on-premises version now.

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Direct: 780.430.6240

 
About Us

Optrics is your Canadian ManageEngine Partner specializing in all ManageEngine and Zoho software products.

Pricing / availability may change without notice. Prices in USD. Registered Logos / Trademarks displayed are property of their owners.