SupportCenter Plus
Product Overview
Overview
1. What is SupportCenter Plus (SCP)
2. Benefits of SCP
3. Licensing & Pricing
4. Questions
1. What is SupportCenter Plus (SCP)
SupportCenter Plus or SCP as it is popularly
known, is a :
• Web based customer help desk software
• Helps track customer tickets
• Helps track customer information, their
products & contracts
• Helps deploy a customer portal for your
customers
2. Benefits of SCP
2.1 Advanced Email Response Management
• Automatically convert customer email to tickets
• Makes the subject of the email as the title of the
ticket, and the body of the email as the description
of the ticket.
• Extracts attachments from emails & adds them as
an attachment to the ticket.
• Automatically routes emails to different
departments and groups
• Capture the email conversation back & forth from
customer to helpdesk, and from helpdesk to
customer as one ticket.
2.1 Ticket Life Cycle Management - 1/4
2.1 Ticket Life Cycle Management - 2/4
• Multi- channel communication – Portal, Email,
Phone, Twitter, Custom Forms & API
• Create different forms suited to various business
scenarios
• Automate ticket workflow through advanced
Business Rules
• Automatically assign Group, Support Reps and
other fields based on the criteria options.
• Automatically determine the Due Time based on
SLA configuration
2.1 Ticket Life Cycle Management - 3/4
• View all Conversations, Notes & History of a ticket
at one place.
• Configurable Email & SMS notifications to all
related members during various events of the
ticket life cycle.
• Instantly get Account, Contact & Contract
information during the request tracking process.
• Option to insert Canned Responses & Knowledge
base articles to the replies.
• Option to add images & attachments to the tickets
2.1 Ticket Life Cycle Management - 4/4
• Option to create views based on customized
criteria & also share them with other Support Reps.
• Option to assign, merge, edit, delete tickets in bulk.
• Option to add Time Entries to ticket
• Automatically adjust Due Date of a ticket when it is
put on hold waiting for customer response.
• Option to print the request in a configurable Job
Sheet format.
• Option to get acknowledgement for the ticket
closure from the customer.
• Option to send survey to the customer when a
ticket is closed.
2.3 Account and Contact Management - 1/2
• Account is the customer company & Contacts are
it’s employees
• Record all information related to Account &
Contacts
• Import accounts & contacts info from a CSV to
quickly get started off
• Automatically create accounts & contacts as new
requests come in.
2.3 Account and Contact Management - 2/2
• Define approval mechanism for contact creation
• Create contacts as a normal contact or a primary
contact
• Track Account & Sub-accounts
• Track the products/assets that the Account has
purchased.
• Track the contracts of the Account.
2.4 Knowledge Base Management - 1/2
• Record troubleshooting guides and how-to
questions as Solutions
• Solutions categorized under tree-based hierarchy
called Topics
• Option to expose solutions to customers (public)
or to be available only to Support Reps (private)
• Option to enter keywords to quickly search for an
article/solution
2.4 Knowledge Base Management - 2/2
• Option to manage the life cycle of a solution :
Drafts, Submit For Approval, Approve/Reject.
• Option to publish specific set of solutions to
specific accounts.
• Option to quickly search a solution using natural
language search
• Option to add attachments to the solution.
2.5 Customer Portal
Deploy a fully customizable customer portal that gels into
your company website.
Empower your customers by :
• Providing them instant access to solutions, troubleshooting
guides and other resources online.
• Customers can create & track their ticket progress, add
notes via the portal
• Customers can update their profile, change password etc.
all by themselves through the portal
• Customers can run their account specific reports online.
The above activities on the portal requires no Support Reps to
be available and therefore, you save valuable helpdesk time &
effort.
2.6 Product Tracking
• Import & track products in SCP
• Categorize products by the product types.
• Associate them to the Account and track the sale
information
• Create a tight mapping to Account, Product & the
Contract.
• Products purchased by account listed during the
ticket creation process.
2.7 Contract Management
• Track service contracts of customers
• Get alerts through Email/SMS when a contract is
nearing expiry.
• Also, pop-up alerts are generated during the
request creation & request tracking process to
provide contract related info to the help desk crew.
• Track Support Hours & get info on how it was
utilized.
• Set contract SLAs – Hours within which the ticket
has to be responded/resolved.
2.8 Time Tracking
• Record the time spent for solving customer issues.
• Record all the related info like the Hours taken,
Support Rep, Account, Contract, Rate Type,
Description, Billed/Unbilled etc.
• Consume hours from related contract when a time
entry is made (if the entry is contract based).
• View & Manage all time entries at one place.
• Filter the time entry info based on various
parameters.
• Export as .IIF file (QuickBooks format)
2.9 Reports & Dashboards – 1/2
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50+ predefined reports
Option to create custom reports
Tabular Reports & Matrix Reports
Charting options
Option to export reports as PDF, XLS, CSV and
HTML.
• Option to schedule reports at defined intervals to
be sent via email.
• In addition, ability to create Query Reports – that
help run queries on the database
2.9 Reports & Dashboards – 2/2
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Around 50 predefined dashboard widgets.
Option to create custom dashboard.
Option to create public & private dashboards
Option to display dashboards on large screens
Option to set refresh interval for the
dashboard.
• Option to display information across various
business units.
2.10 Business Units
• Business Units help partition SCP data for various
organizational departments in a way that they can
act as independent entities.
• All configuration data – Category, Priority, Level,
Status, Business Hours, Holidays, Time Zone etc.
can be configured for each business unit.
• Users can be associated to one of more Business
Units
• Multiple teams can work independently with just
one installation of SCP – Multi-tenancy
3 Licensing & Pricing
• 3 Editions – Standard, Professional & Enterprise
• Comparison of editions is available at here .
• Licensing & Pricing dependent on 4 parameters :
SCP Edition, No. of Support Reps, Multi-language
and Add-Ons
• Add-Ons include CTI, Zoho Meeting, Addl. Business
Units.
• Pricing available here
Questions?
Mail to
supportcenterplus-support@manageengine.com
Thank you