| Compare Different Features of ManageEngine®SupportCenter Plus. Your Customer Support Software evaluation is not complete until you check out the comparison between different features of SupportCenter Plus. Here is a list prepared based on customer queries. | ||
Features | SupportCenter Plus | Compare With |
| SupportCenter Plus @ a glance | ||
| A complete and comprehensive customer support software | With difference in edition features | |
| Easy web-based access | Yes | |
| Easy to install and configure | Yes | |
| Clear separation of Users (Administrators, Support Reps, Contacts, Account Managers) | Yes | |
| Fine grained access roles | Yes | |
| Comprehensive request/ticket tracking module | Yes | |
| Account & Contact Management module for tracking customer information | Yes | |
| Multitenancy through Business Units - Ability for multiple departments of an organization to track & manage their support process within a single installation of SupportCenter Plus. | Yes | |
| A tightly integrated Contracts module that manages the contracts, SLAs & the billing options | Yes | |
| Reporting options to slice & dice data with options to create custom reports, schedule & email them. | Yes | |
| Options to enable server to be running in the secure mode | Yes | |
| Options to completely backup application configuration & data and ability to reconstruct the server from the backup. | Yes | |
| User and Configuration Management | ||
| Ability to define roles for technicians to provide fine grained access to the application | Yes | |
| Decide Customer HelpDesk settings like: Mail server settings, Business rules, Notification rules, Work Groups, Time, Requests templates etc | Yes | |
| Design Accounts and Contact settings such as: Industry, product type, web-portal configurations etc | Yes | |
| Define contract settings: Support plans, Support Services, Service Level Agreements, Operation hours, holidays | Yes | |
| User and Related Settings: Define roles, Add Support rep details, Account managers information, Active Directory and Operating System settings, User Survey settings | Yes | |
| Business Units - This feature allows each Business Unit to create their custom configuration to suit their workflow for eg. different business rules, SLAs, contracts etc. | Yes | |
| Ability for user to set timezone & datetime format preferences | Yes | |
| Other Organizational details related settings | Yes | |
| Application WorkFlow - Customer SupportDesk - Request and Call Tracking | ||
| Customer Interaction Management | Yes | |
| Case Modes | ||
| * Email to ticket conversion (Create tickets from incoming e-mail) | Yes | |
| * Phone | Yes | |
| * Customer Portal | Yes | |
| Ability to provide support to contacts using Remote Assistance tools | Yes | |
| Central repository to log and track issues | Yes | |
| Auto-generation of tickets | Yes | |
| Ability to notify support rep, contacts, primary contacts or account manager at different stages of the life cycle of the case. | Yes | |
| Receive SMS (short message services) from the application on assigning a trouble ticket | Yes | |
| Support for POP and IMAP Protocol | Yes | |
| Automatic classification and routing of messages based on workflow rules or business rules | Yes | |
| Automatically assigns a due-by time based on customer & the related contract (if available) | Yes | |
| Ability to assign a priority, level, category to a case. | Yes | |
| Ability to assign a Group & a Support Rep to the case | Yes | |
| Ability to add notes to a request and mark it as public or private | Yes | |
| Ability to add additional request fields (text, numeric, date) to suit the business needs. | Yes | |
| Automatic grouping all conversations of a Cases/Tickets that helps easy management of case | Yes | |
| Reply & Forward option in Cases/Tickets | Yes | |
| Ability to add attachments to case replies | Yes | |
| Ability to CC & BCC members who would be interested in the case | Yes | |
| Ability to define and use canned replies to requests that would immensely reduce the time consumed for routine replies | Yes | |
| Ability to add time entry for the Cases/Tickets | Yes | |
| Time entry addition works in synch with the contracts module | Yes | |
| Ability to put a timer on hold when waiting for customer response. | Yes | |
| Forward requests manually and automatically | Yes | |
| Ability to split a request into multiple tasks that can be assigned & handled by different Support Reps | Yes | |
| Case form Customization | Yes | |
| Case Templates to define different case forms or templates for different business scenarios. | Yes | |
| Rich text editor and ability to add attachments | Yes | |
| Cases/Tickets Scheduling | Yes | |
| Email spam Filter | Yes | |
| Email Notification Filter | Yes | |
| Support Reps can add notes to the request to add related information like action taken. | Yes | |
| Instant case history | Yes | |
| Communicate priorities and levels along with the case | Yes | |
| Automatic escalation of requests based on Business Rules | Yes | |
| Escalate requests to different support reps within your staff and notify managers when cases are not resolved within specific time limits. | Yes | |
| Queue support to efficiently manage support reps | Yes | |
| Provision to attach documents to a case | Yes | |
| Manage, edit, assign and close tickets as a group | Yes | |
| Case closing rules: Ability to define fields that are mandatory prior to closing the case | Yes | |
| Ability to enter a resolution to a case | Yes | |
| Ability to close a case | Yes | |
| Chat based support | No | |
| Canned Responses | ||
| Create Predefined Canned Responses for support queries and reduce the response time for FAQs | Yes | |
| Manage Canned Responses and share it with other Support Staff. | Yes | |
| Personalize canned responses with different fields and variables | Yes | |
| Customer Self-Service Portal | ||
| Customer portal included with the SupportDesk | Yes | |
| Administrator can configure & customize information that has to be presented on the portal | Yes | |
| Is it web-based? | Yes | |
| Contacts can self-register in this web-portal with (or) without the help of Administrator approval | Yes | |
| Contacts can search solutions & create new Cases/Tickets | Yes | |
| Ability to define different levels of permission for the contact login on the self-service portal | Yes | |
| Contacts can check status of their Cases/Tickets and update existing Cases/Tickets | Yes | |
| Get to know the announcements/whats the news of the company | Yes | |
| Update contact details | Yes | |
| Search knowledge base for users | Yes | |
| Ability to define permissions for articles to be published on the portal | Yes | |
| Access to Frequently Asked Questions (FAQs) | Yes | |
| Account & Contact Management | ||
| Manage all your customer accounts/sub accounts from one central location | Yes | |
| Manage all your business customers of different domains/departments and their support tickets individually using Business Units - a Multi-tenancy functionality | Yes | |
| Integration with Outlook | Yes | |
| Import customer Account, Contact and Sales details from .csv files. | Yes | |
| Store account details such as user name, company, phone numbers, addresses, web sites, email addresses, Service Level Agreements and much more | Yes | |
| Define Accounts & their Branches in a hierarchical format | Yes | |
| Associate products with each account | Yes | |
| Easily group related contacts together in a single account | Yes | |
| Use pre-defined database fields to easily record contact information or add custom fields to meet your specific needs | Yes | |
| Capture, view and edit all user transactions, including email, tickets, chats, and service calls in a single system | Yes | |
| Automatic CSV based synchronization of customer information from other databases | Yes | |
| Reports generated can be run by the contacts | Yes | |
| Choose the language of the system to be of your choice | Yes | |
| Customer Experience Management | ||
| Simple and clear dashboards | Yes | |
| Get a view of all the support staff details in the same screen | Yes | |
| Their email to ticket conversion recduces their issue reporting time | Yes | |
| Report issues easily with the help of templates | Yes | |
| Send immediate response to customers with planned and defined automatic e-mail response on every request creation and closure | Yes | |
| Get access to solutions - a knowledgebase of all popular and recent occuring trouble issues | Yes | |
| Don't wait for the administrator to have a login for yourself in the supportdesk. Self-register yourself | Yes | |
| Offer immediate online live trouble shooting support to your customers with Remote Assistance | Yes | |
| Provide world class customer experience by integrating our computer telephony with Asterisk. | Yes | |
| Contacts/clients can run reports created by the support reps | Yes | |
| Contract Management | ||
| Create, manage and store service contracts with your Accounts | Yes | |
| Define your support plans and SLAs based on the service contracts | Yes | |
| Configure support plans based on | Yes | |
| 1. Hour | Yes | |
| 2. Incident | Yes | |
| 3. Fixed Plan | Yes | |
| Time entry/billing is tightly coupled with the Contracts Management | Yes | |
| Identify total hours spent on each customer based on request resolution time | Yes | |
| Bill your customer based on cost/hour | Yes | |
| Calculate time entry either based on hours or no of incidents with hours spent on each incident and generate reports for customer billing. | Yes | |
| Notification on contract expiry, services associated to a particular contract | Yes | |
| Knowledge Management | ||
| Using the Searchable Knowledge base, both the Support Reps and the end users can search for solutions to common problems | Yes | |
| Keyword search to find solutions based on request description | Yes | |
| Indexed document search for faster results | Yes | |
| Ability to create Solutions topic template - one template for group of solutions that can be applied to more than one account | Yes | |
| Search history with previously resolved Cases/Tickets | Yes | |
| Frequently Asked Questions (FAQs) | Yes | |
| Account based solutions & Topic templates | Yes | |
| Approval options to have a solution part of the KnowledgeBase | Yes | |
| Rich text editor | Yes | |
| Reporting | ||
| Pre-built standard reports | Yes | |
| Custom reports in tabular format | Yes | |
| Query Builder for Reports | Yes | |
| Integration with third party reporting software like Crystal Reports | Yes | |
| Reports to be exported as .csv,.xls and Pdf format | Yes | |
| Reports Scheduler (Auto generation & distribution) | Yes | |
| Analyze trends and performance levels | Yes | |
| Real-time update on reports | Yes | |
| Save and schedule customized reports | Yes | |
| Customer Service Reports | Yes | |
| Matrix Reports | Yes | |
| Tabular Reports | Yes | |
| Ability to show selective reports to individual accounts and contacts | Yes | |
| Surveys | ||
| Generate surveys | Yes | |
| Customize questions for surveys | Yes | |
| Schedule surveys | Yes | |
| Set rules on when to send surveys (e.g. after so many Cases/Tickets from an user is closed) | Yes | |
| General Features | ||
| Provision to create custom tracking fields | Yes | |
| Ability to customize the fields displayed | Yes | |
| Ability to create custom views | Yes | |
| Support for secured email fetching (POPS, IMAPS, SMPTS with TLS enabled) | Yes | |
| Contacts are allowed to self-register to the Self-service web portal that reduces the burden on the administrator | Yes | |
| Custom views, search option in the product | Yes | |
| CTI Integration | Yes | |
| Configuration wizard to set up the software | Yes | |
| Announcements to display important informtation to the users | Yes | |
| Backup - Scripts to backup the data & configuration of the application | Yes | |
| Recreate the application - Scripts to reconstruct the application on a different machine | Yes | |
| Ability for the application to automatically handle unusual situations such as Mail storms & Mail loops | Yes | |
| Ability to customize the logo and browser title at no extra cost | Yes | |
| Ability to enable the server to run in the secure mode (HTTPS - SSL enabling) | Yes | |
| Integration | ||
| Import & Synchronize Accounts & Contacts from Outlook | Yes | |
| Integration with SMS (Short messaging service) to send notifications | Yes | |
| Integration with Crystal Reporting System | Yes | |
| Active Directory Integration | Yes | |
| Integration with e-mail | Yes | |
| Computer Telephony Integration (Asterisk) | Yes | |
| Forum integration in converting a forum post into a ticket | Yes | |
| Active Directory | ||
| Scheduled user details import from Active Directory | Yes | |
| Authentication through Active Directory for support staff | Yes | |
| Active Directory synchronization | Yes | |
| Implementation | ||
| Quick and easy implementation | Yes | |
| No additional programming for client or database customization | Yes | |
| Support for open standards | Yes | |
| Documented database | Yes | |
| No required client software | Yes | |
| Backup - Scripts to backup the data & configuration of the application | Yes | |
| Data Migration from other Help Desks | ||
| Huge data migration dealt with care | Yes | |
| Process consuming longer person-hours is taken care of | Yes | |
| Check on Security of the data and its backup | Yes | |
| Most of the helpdesk's data can be migrated | Yes | |
| System Requirements | ||
| Operating Systems supported: | ||
| Linux RedHat 7.x and above Debian 3.0 32-Bit x86 Compatible 2GHz 1GB | Yes | |
| Windows 2000 Professional + SP4 2000/2003 Server XP Professional 32-Bit x86 Compatible 2GHz 1GB | Yes | |
| Databases supported | ||
| SupportCenter Plus comes bundled with My SQL and it supports MS SQL 2000, MS SQL 2005 and all flavours of SQL. | Yes | |
| Browsers supported | ||
| Firefox, Internet Explorer 7 | Yes | |
| Pricing & Editions | ||
| SupportCenter Plus Standard Edition (2 Support Representatives) | Starts @ $495 | |
| SupportCenter Plus Professional Edition (2 Support Representatives and 3 Business Units) | Starts @ $995 | |
| Additional Business Units (minimum 5 Business Units) | Starts @ $995 | |
| SupportCenter Plus Standard Edition - Multi-Language (2 Support Representatvies) | Starts @ $595 | |
| SupportCenter Plus Professional Edition - Multi-Language (2 Support Representatives and 3 Business Units) | Starts @ $1195 | |
| SupportCenter Plus CTI Integration Add-on (5 Support Representatives) | Starts @ $245 | |
| SupportCenter Plus Remote Desktop Add-on (Additional 5 Concurrent Sessions for Remote Desktop(Zoho Meeting) | Starts @ $475 | |
| Training available | Yes | |
| Large scale consulting and implementation | Yes | |
| Trial Software Version | ||
| Is a trial version available? | Yes | |
| No of days for trial version? | 30 | |
| Are there any feature limits in the trial version? | No | |
| No of support reps allowed in trial version | 2 | |
| Technical support available during evaluation | Yes | |
| Multi Language support | ||
| Ability to contacts to choose the language of his choice. | Yes | |
| Chinese | Yes | |
| Japanese | Yes | |
| Dutch | Yes | |
| Portuguese | Yes | |
| Brazilian Portuguese | Yes | |
| German | Yes | |
| Spanish | Yes | |
| Italian | Yes | |
| Swedish | Yes | |
| Polish | Yes | |
| Pricing different from default (English) for other language license | Yes | |
