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SupportCenter Plus

Software de HelpDesk, Software de Atención al Cliente

Customer Interaction Management

SupportCenter Plus enables customers to submit trouble tickets via a browser or through email. Even forum posts can be converted to tickets from version 6.0. It automates several key workflow tasks such as case routing, acknowledging requester/support rep notifications and handling of SLA rules. As a result, your support organization can now realize higher levels of productivity, keep everyone informed, provide superior service, improve problem resolution time, share knowledge effectively and keep customers happy.

SupportCenter Plus provides your customers with 4 simple ways of creating a ticket.

1. Phone - The ticket can be created by the Support Staff
2. Email - Automatic Conversion of Emails to Tickets
3. Forums - SupportCenter Plus can be integrated with phBB forums and forum posts can be automatically converted to tickets
4. Self-Service Portal - Ticket submission thorough integrated web forms and customer self-service Portal

Ways to create Trouble Tickets	Features Several Easy Ways to Create Trouble Tickets Email to Request conversion Automatically convert the emails sent to Help Desk into trouble tickets. Web Enabled With SupportCenter Plus being a 100% web-based Customer Support solution, enable your end users to submit support requests (trouble tickets) from anywhere, anytime using just a browser. Forum Integration Forum posts are considered as tickets and once replies are made then the tickets can be closed.
CVS Import User Survey	Import from .CSV Files Import customer Account, Contact and Sales details from .csv files. User Survey Conduct Customer Satisfaction & User Surveys. Also get User Survey related consolidated reports.
Support Rep Notes SLA Management	Support Rep Notes Support Reps can add notes to the request to add related information like action taken. Notify Support Reps Automatically notify Support Reps when a new request is assigned to them. Automatic Escalations Escalate requests to different support reps within your staff and notify managers when cases are not resolved within specific time limits. SLA Management Create User, Department, Priority or Category based SLA rules and ensure compliance. More on SLA Management
Knowledge Base Self-Service Portal	Knowledge Base Using the Searchable Knowledge base, both the Support Reps and the end users can search for solutions to common problems. More on building a Knowledge Base Self-Service Portal End users can use the self service portal to submit new requests or check the status of their open requests. More on the benefits of having a Self-Service Portal
Administrator Console	My Tasks Create follow-up tasks and never miss an appointment or forget an important call. Keep End Users Informed Automatic email response to Requesters on request creation and closure. Flexible Request Form Customization Add custom fields to the request form to capture information specific to your business needs Automatic Case Routing Automatically assign requests to support reps based on the type of request.
Active Directory Integration	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.
Email Signatures	Email Signatures Define and Personalize your Email Signatures. Automatic Addition of Email Signatures to all your replies.