Streamline Your Trouble Ticketing for Faster Issue Resolution

Your Role

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

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

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

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

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.

* - 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.

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