ManageEngine SupportCenter Plus

3.7
(3)

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

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ManageEngine SupportCenter Plus Reviews

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ManageEngine SupportCenter Plus review by Bas V.
Bas V.
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"Great tool to keep track of your to do's"

What do you like best?

It gives structure to my day. I can prioritize easily, see in the blink of an eye where a request is sitting and it's clear to the team who is working on what. It also makes covering for teammates much easier. you can see where the request is in the process and what a teammate has done so far.

What do you dislike?

The layout looks dated and needs a make over and certrain replies don't merge automatically with the original ticket.

Recommendations to others considering the product

Great piece of software that provides you with a clear and structured day.

What business problems are you solving with the product? What benefits have you realized?

The team has a clear view of who's working on what. It's easier to cover for teammates.

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ManageEngine SupportCenter Plus review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
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content

"Service Desk Suite for Companies Selling Products/Services"

What do you like best?

Automatic email replies, auto-assign of tickets and the solution center with customer portal are nice features of the suite. It is fast and supports running on a Windows or Linux server, has integrated technician availability/calendars.

What do you dislike?

Support can be cumbersome/slow at times, depending on the issue you have. They do generally follow-through, but it can just take many emails/calls to get resolutions.

Recommendations to others considering the product

SupporCenter is for companies needing to provide support for products they sell. Service Desk Plus is for internal IT support desks and Service Desk Plus is for MSP helpdesk companies offering support to multiple clients.

What business problems are you solving with the product? What benefits have you realized?

Move away from Microsoft Office based ticket tracking for customers to a centralized system for quicker service and support of existing and new customers.

What Help Desk solution do you use?

Thanks for letting us know!
ManageEngine SupportCenter Plus review by User in Marketing and Advertising
User in Marketing and Advertising
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"Lots of options"

What do you like best?

Many options to choose from to create a somewhat customized ticketing system.

What do you dislike?

My boss sets up ManageEngine for us to use. I feel like there are so many options, that it takes time to get used to it for new users. A simpler UI would make it better, in my opinion--however, I am unsure if the UI customization can be changed by the administrator.

What business problems are you solving with the product? What benefits have you realized?

We are using it as our help desk ticketing system.

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