Web-based Customer Service & Support Software with SLA Management

ManageEngine SupportCenter Plus is a 100% web-based Customer Service and Support Software that offers Trouble Ticketing, Account & Contact Management, SLA Management and Knowledge base in one low-cost, easy-to-use package. It helps you track and resolve customer issues quickly, thereby delivering superior customer support and taking customer satisfaction to the next level.
Trouble Ticketing
Automatically convert the emails sent to Help Desk into trouble tickets or enable your end users to submit support requests (trouble tickets) from anywhere, anytime using just a browser.
Self-Service Portal
Reduce call volumes with a Web-based self service portal where customers can search the knowledge base, submit a request or check the status of their open requests.
Email Response Management
Supportcenter Plus automates the process of creating, organizing, tracking requests in to a seamless process. It automates the customer case tracking in the most efficient way.
Account & Contact Management
Track and manage all your customer accounts and their contact information, and thereby improve customer relationships.
SLA Management
Improve customer satisfaction with defining proper service level agreements, monitoring SLA compliance and escalating SLA violations.
Customer Service Reports
Access 50 in-built reports and create custom reports on various criterias like Requests, Response Times, Support Staff Based and SLA based.
Active Directory Integration
Import User information from Active Directory.Keep your SupportCenter Plus database in sync with the Active Directory Database.Support Representatives can login in to SupportCenter Plus through Active Directory authentication.
Knowledge Base
Empower your Support Reps with easy access to answers with a web-based searchable knowledgebase and enable faster problem resolution.
Customer Billing
Time entry is tightly coupled with the Contracts Management. Based on each request resolution customer billing can be made.

Requirements:
P III 1Ghz & more, 512 MB RAM, 200 MB Disk Space

What's new in this release:
Active Directory Integration, Improved Contract & SLA Management

Tags: • Customer Support Software • Customer Service Management Software • Customer Help Desk • Request Tracking • Service Level Agreement • Self Service Portal • Knowledge base • Trouble Ticketing System • Contact Management • SLA violation tracking • Active Directory

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