SupportCenter Plus

1. Multi-channel support

Combine customer interactions from multiple sources for a unified view of your help desk.

-Emails: Allow automatic email-to-ticket conversion and use business rules to direct each ticket to the right technician.

-Phone: Take advantage of SupportCenter Plus' integrations with Avaya PBX and Asterisk PBX to identify the caller and relevant ticket history as their call comes in.

-Customer portal: Enable your customers to raise requests instantly as emails from the customer portal.

Customize and automate request workflows. Step up on request management.

-Allow emails to be converted to requests automatically or import them as csv files.

-Organize requests into categories and groups, and route them to the right technician using business rules.

-View details and history of requests, and stay up to date on their status.

-Customize your request templates with additional fields and get the required information from customers.

-Meet SLAs with automatic SLA status notifications.

-Access remote assistance from within a request.

-View the time spent on a request by each technician for easy and accurate billing.

2. Request tracking & automation

Enable automatic email responses. Bring down response and resolution times.

-Route requests to specific business units using "mail configuration."

-Be alerted about the statuses of requests, new emails from customers, or SLA violation statuses.

-Configure the spam filter to avoid having unwanted emails turn into requests.

-Add canned responses for easy email replies.

-Insert solutions from the knowledge base in email responses for faster request closure.

3. Customer support portals

What is the Portal in SupportCenter Plus?

Have you been struggling to manage support for all the different product and service divisions in your organization? With SupportCenter Plus, you can manage all of these divisions without compromising their autonomy. Deliver a consistent service experience to your customers by streamlining ticket management workflows, and save time by not having to install a new help desk for each business unit.

Create a comprehensive help desk for each division. Serve customers efficiently.

-Set up individual portals for your products and services, and manage them all in one place.

-Configure automatic workflows, SLAs, and custom surveys to suit the needs of each portal.

-Configure a separate mailbox for each portal.

-Mark portals with different statuses, such as preproduction, production, and retired. Once retired, a portal will remain read-only.

-Import support reps to SupportCenter Plus from Active Directory.

-Allow customers to help themselves in the customizable customer portals.

4.Account and contact management

What is account management in SupportCenter Plus?

Organizations always have a lot of contacts, which can be overwhelming and hard to track. SupportCenter Plus lets you manage your accounts and contacts effortlessly on a common platform, taking less time out of your busy schedule. Establish and sustain your business relationships and enhance productivity with easy management of valuable customer information.

Manage all your accounts in one place. Provide exceptional customer support.

-Schedule CSV synchronization for hassle-free import.

-Free yourself from creating accounts repeatedly by simply copying accounts to portals.

-Utilize a single view of all account details.

-Account management software

-View accounts hierarchically and streamline workflow management by creating sub-accounts.

-Assign specific solutions from the knowledge base to accounts to easily resolve requests.

-Track account-level data, SLAs, users' contact information, and product ownership details effortlessly.

-Add portal-based attachments to an account and make them visible for relevant portal support reps only.

-Provide advisory notes via Account Advisory to make support reps aware of the pertinent account information while handling tickets.

-Mark accounts as inactive right from the list view.

-Utilize the Salesforce CRM integration.

Manage individual contacts. Establish business relationships.

-Schedule contact and account import with various integrations.

-Combine related contacts into a single account.

-Merge duplicate contacts.

-Track each user's support interaction history to identify needs and sales opportunities.

5. Time tracking and billing

What is time tracking and billing in SupportCenter Plus?

It gets quite difficult to keep track of your support representatives' hours, especially if you're providing customer support to multiple accounts. SupportCenter Plus helps you manage contract billing for customers and internal billing for employees. It makes time tracking and billing easy with the help of automated billing and contracts, as it allows your services to be organized, monitored, and invoiced promptly on completion.

Automate the billing process with bill rules for hassle-free billing.

Flexibly bill different accounts based on the services provided.

Define rate types as cost per hour or request.

Define rates for operational, non-operational, weekend, and holiday hours.

Provide customized support plans to your customers with contracts. Build lasting customer relationships.

-Create contracts with specific support plans for each customer (account).

-Define the plan type, billing cycle or period, start date, expiration date, etc. for each support plan.

-Renew contracts whenever required, and maintain records of expired contracts for future reference.

-Get notified when contracts draw near expiration.

-Maintain details on the taxes and discounts for each contract.

-Control support tickets by blocking new tickets when the fixed quota is reached.

Manage support reps' efforts with time entries. Bill customers and support reps accurately.

-Manage every support rep’s time entries from one place.

-Allow support representatives to monitor their time spent and expenses incurred.

-Calculate time entries based on time spent or number of incidents.

-View a summary of time spent and the cost for each support representative.

-Mark the status of time entries as billed or unbilled.

-Filter time entries by date, month, customer account, or support representative.

-Export timesheets from SupportCenter Plus to QuickBooks for easy invoicing.

6. Reports, dashboards, and KPIs

Shed light on all the right stats. Step up on IT management.

-Extract real-time information with predefined reports, summarized in tabular and matrix formats.

-Automatically email scheduled KPI reports to managers.

-Integrate with Zoho Analytics for enhanced analysis of help desk statistics.

-Share reports with your customers.

-Create your own custom widgets in the dashboard.

-Extract reports in PDF, CSV, XLS, or HTML format.

Visualize your KPIs as widgets. Bring your help desk to the light.

-Choose from over 50 cutting edge key performance indicators (KPIs) as graphical widgets.

-Drag and drop widgets to create new dashboards and share them with other technicians.

-Create and customize your dashboards, specific to each business unit (BU).

7. Knowledge base

Build a powerful knowledge repository. Provide enhanced customer support.

-Add knowledge articles instantly by importing them from CSV files.

-Quickly access the most popular and most recent solutions using preset views.

-Let customers rate and comment on the solutions shared with them.

-Easily find solutions from the knowledge base using keywords.

Organize knowledge. Make way for faster resolutions.

-Forward articles to customers directly from the knowledge base.

-Set up automatic review and expiration dates for solutions to ensure solutions are still useful and valid.

-Share only approved solutions with support reps.

-Share solutions with specific customers using topic templates.

-Choose what to share with customers by altering access permissions.

-Group solutions by topics and sub-topics to facilitate easier access.

-Take advantage of the REST API support and manage solutions.

8. Customer portal

Give your customers control. Lighten your help desk's load.

-Create a personalized customer portal for each of your organization's divisions or products.

-Allow customers to raise requests directly from their own website by linking it to their customer portal.

Track knowledge easily. Say goodbye to your support woes.

-Give customers access to the knowledge base (KB) in the customer portal.

-Suggest KB articles when a request is being logged.

-Categorize, group, and tag solutions so they're easy to find.

Go custom. Offer a personalized user experience.

-Customize the logo, color, font, headers, tabs, and more to match your brand.

-Control what information and knowledge articles the end user can see.

-Automate routine tasks including password resets, registrations, and user information updates in the customer portal.

-Authorize new users to access the portal with approval.

9. Live Chat

Streamline ticket resolution for support representatives.

-Direct chat requests to the right support reps for speedy ticket resolution by excluding irrelevant reps.

-Send auto-responses to end users with customizable welcome, missed chat, and transfer messages.

-Configure predefined time frames during which support reps must pick up tickets.

-Enable support reps to transfer or close chats and quickly create tickets from chat conversations.

-Record all conversations in the searchable chat history.

Provide a convenient communication channel to users in customers’ organizations.

-Allow users to initiate a live chat session to raise a new ticket or follow up on an existing one.

-Enable end users to share files, screenshots, and other relevant resources as attachments within a conversation.

10. Field service management

What is field service management?

On-site support is required to resolve certain issues for customers. Unfortunately, it can be challenging to juggle support reps among different customer locations. Field service management in SupportCenter Plus allows you to effectively manage support representatives who are in the field and assign them to customer locations based on proximity. This helps in prioritizing jobs; providing consistent, quality support; minimizing the number of unnecessary or cancelled trips; and achieving better performance.

Field service management in SupportCenter Plus

With the Google Maps and Zoho Maps integration, SupportCenter Plus makes it easy to visually locate all of your on-site support reps from a single place. This enables you to plan and coordinate support rep scheduling in order to minimize field staff availability issues, ensure maximum efficiency while reps are in the field, and, ultimately, provide faster support.

Track support reps in the field. Schedule jobs efficiently.

-Easily access Zoho Maps from within the help desk console.

-Allow field staff to update their location via the SupportCenter Plus mobile app.

-Track the current geographical location of field staff from the map view.

-Use the map view to browse through your support groups and associated support reps effortlessly with basic drop-down filters.

-Contact administrators, support groups, and support reps directly from the Maps tab.

11. User surveys

Design surveys to collect useful feedback from customers.

-Gather information from users using rating and opinion scales, radio buttons, and other types of questions.

-Schedule surveys based on custom frequencies, or automatically send surveys after a certain number of tickets are closed.

-Target specific audiences based on request parameters like priority and category. Send surveys in multiple languages.

-Create custom surveys for end users in minutes with a flexible drag-and-drop canvas.

-Generate reports on user survey results—including individual or multiple surveys—to easily assess the performance of your help desk.

12. Request Life Cycle

Create custom life cycles for support tickets. Streamline request management.

-Pass support tickets through a determined sequence with predefined request life cycles.

-Create request life cycles on a drag-and-drop canvas.

-Define conditions and actions for tickets to move between statuses.

-Create custom actions to be executed before, during, and after transitions between statuses.

Enhance the ticket management process. Boost support representatives' productivity.

-Define conditional rules to restrict support reps from manually moving tickets between statuses and minimize human error.

-Mark fields as mandatory during transitions in order to collect contextual information at different stages of the request life cycle.

-Define access controls on ticket information at different stages of the ticket life cycle.

Take control of the ticket life cycle. Provide a seamless support experience.

-Trigger automated notifications when tickets transition between statuses.

-Create custom templates and specify recipients for each notification.

13. Mobile access

SupportCenter Plus improves the efficiency and productivity of your support system by providing 24/7 mobile access from your iPhone or Android device. Change the way you manage your help desk by working on your requests and conversations from wherever you are.

Keep your help desk close. Stay productive at all times.

-Manage your help desk effectively by creating, assigning, closing, or deleting requests on your phone.

-Keep track of request status and active (online) support representatives.

-Search for requests easily by request ID, user account details, and more.

-Work in your preferred language.

-View and manage the business units added to SupportCenter Plus.

-Connect to SupportCenter Plus from your iPad or tablet using the mobile client.

14. Multi-language support

Make your users feel at ease by presenting to them an interface in their own language. SupportCenter Plus is available in 37 languages.