ManageEngine SupportCenter Plus
About ManageEngine SupportCenter Plus
SupportCenter Plus is a <strong>web-based CRM application</strong> and <strong>customer support tool</strong> that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience. It enables you to manage multiple service contracts and related support plans to service your customers on time and bill accordingly. The self-service portal and allow your customers to submit tickets, track them, search the knowledge base and run reports.
Key benefits of ManageEngine SupportCenter Plus
Multi-Channel Communication
Email, Phone, Portal, Social Media and the list keeps growing every day. Get one view of customer interaction irrespective of the communication mode they chose.
Email Response Management
Track and manage all your customer emails as trouble tickets effectively with a robust email management system.
Email Response Management
Track and manage all your customer emails as trouble tickets effectively with a robust email management system.
Contract, SLA Management
Manage multiple service contracts and related support plans to service your customers on time and bill accordingly.
Business Units
Lets each division of your organization define their product or service specific configuration and work as independent units.
Time Tracking & Customer Billing
Track the time spent for all customers at one place. Use filters to drill down the time entries.
Computer Telephony Integration
“Wow” your customers by providing a superior customer experience by integrating your telephony systems to SupportCenter Plus.
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Reviews
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- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Lots of features
Reviewed on 2018/02/14
Notification screen reminds me a social network message. That's good.
Notification screen reminds me a social network message. That's good.
Pros
Lots of features. This is a super loaded solution for companies of any size. Self Service Portal, Knowledge Base, KPI's, Reports and dashboards. Easy to implement,
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
A good helpdesk tool but not perfect
Reviewed on 2023/11/16
Overall, I am very happy with this product, and I do recommend it. It is not perfect, there are...
Overall, I am very happy with this product, and I do recommend it. It is not perfect, there are some flaws, but I am optimistic they will address them in future versions.
Pros
We just recently made it possible to use ManageEngine Help Desk directly via the internet (until now we could only access it from our on-prem infrastructure) and it has become much easier to access, check, reply and resolve tickets. It works fast, it supports all internet browsers used in our organization, it's relatively easy to use, and user interface is self-explanatory.
Cons
Managing and assigning requests is very easy but managing tasks is a bit more complicated. If you are the one dispatching tasks to a group of support engineers, there are several steps that need to be repeated every time a task is assigned (Click on the "Quick actions" menu - select "All Tasks" and then select the filter "Pending - My group tasks". This makes it time consuming and frustrating, especially if there are a lot of tasks to be assigned. I hope that newer versions come up with better ways to manage and assign tasks.
- Industry: Pharmaceuticals
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 6.0 /10
Manage Engine Ticketing System
Reviewed on 2019/01/15
Pros
Manage correctly inserting all correctcs data (servers, groups, etc) is really a complete ticketing software that can be used for respect ITIL process systems
Cons
Probably because was not configure correctly, anywhere receive continue email about ticket is really a noise ...
- Industry: Food & Beverages
- Company size: 501–1,000 Employees
- Used Weekly for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Top Of The Range Help Desk
Reviewed on 2021/08/24
Support Centre makes support easy and fun
Support Centre makes support easy and fun
Pros
Support center allows user to get self service tips from the knowledge base that can be populated every time a solution is approved. It is also great for assigning tasks based on technician specialty.
Cons
The integration for social media platforms like facebook and whatsapp are still missing
- Industry: Apparel & Fashion
- Company size: 51–200 Employees
- Used Weekly for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Good but can be improved.
Reviewed on 2018/05/13
Pros
Support center plus offers a multi-channel support where you can view the customer interaction irrespective of the conservation mode they use. It also offers account and contact management with request tracking and automation. You can also make different business units which represent tasks differently. Every information of our help desk was provided through real time reports and Dashboards. Mobile access is also supported with multi-language support for those whose native language is not english with additional add-ons and integrations.
Cons
Despite of whatever service they offer the prices are too much high for support representatives and business units etc. The prices for their add-ons are also very high. No type of virtual assistants or API’s or chatbots are not their. Custom replies cannot be assigned to a ticket.Their customer support time is satisfactory. It is not terribly intuitive but it needs HTML email and it would be nice if the automatically generated emails would be little prettier.
ManageEngine SupportCenter Plus FAQs
Below are some frequently asked questions for ManageEngine SupportCenter Plus.Q. What type of pricing plans does ManageEngine SupportCenter Plus offer?
ManageEngine SupportCenter Plus offers the following pricing plans:
- Starting from: US$495.00/year
- Pricing model: Free Version, Subscription
- Free Trial: Available
ManageEngine SupportCenter Plus is available in 3 editions: Standard: Free Professional: $495. Enterprise: Contact ManageEngine for pricing
Q. Who are the typical users of ManageEngine SupportCenter Plus?
ManageEngine SupportCenter Plus has the following typical customers:
Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does ManageEngine SupportCenter Plus support?
ManageEngine SupportCenter Plus supports the following languages:
Chinese, Dutch, English, French, German, Italian, Japanese, Polish, Portuguese, Russian, Spanish, Swedish
Q. Does ManageEngine SupportCenter Plus support mobile devices?
ManageEngine SupportCenter Plus supports the following devices:
Android (Mobile)
Q. What other apps does ManageEngine SupportCenter Plus integrate with?
ManageEngine SupportCenter Plus integrates with the following applications:
Jira, ManageEngine Analytics Plus, ManageEngine ServiceDesk Plus, Zoho Analytics, Zoho CRM
Q. What level of support does ManageEngine SupportCenter Plus offer?
ManageEngine SupportCenter Plus offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep)
Related categories
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