SupportCenter Blogs

Questions are the life line of any support team. The more the questions asked, the better the customer support becomes. Our customer support has become better by your queries. We thank you for it.

In making it even better, we have tried to put a collection of frequently asked questions and answers about Supportcenter Plus. This will actually help people to install the product easily and troubleshoot some basic issues.

Here is the link

http://manageengine.adventnet.com/products/support-center/faq.html

We would be happy to have your feedbacks on the same and mail your suggestions to supportcenterplus-support@manageengine.com

I am not here to give you release updates and issue fixes, but talk to you about some nice features that have come up in the recent release of SupportCenter Plus - 7012. Of course, it's a follow up from What's Cooking Post.

First things first, Canned Responses are officially released in 7012. To know more about it, check my What's Cooking post here.  I am going to talk two other simple features in this post.

Email Signatures:

We had some of our customers worried about typing the Email Signatures every time they type a reply. Our Internal customers - I mean the Support Staff of ManageEngine were the most demanding. We have come up with the option of adding Email Signatures to your replies.

To enable it, click on the Personalize tab in the top right, and add the signature on to the system. Check the Screen shot for better understanding.

Notifications to Account Managers & Primary Contacts:

This was one of the those features, which was asked by some of the customers. There was no particular way for the Account Manager and the Primary Contact of the customer to track the request threads, because there were no specific notifications given to them whenever there is a change in the request.

By Account Manager, we mean the person who manages a set of particular customers (clients) in your company and by Primary Contact we mean the person from your customer's company, who can view  all the requests of his account.

Now SupportCenter Plus has come up with the notification option, by which notifications can be configured for Account Manager and Primary Contacts. Check the screen shot for better understanding.

Download the latest version of SupportCenter Plus here to enable these features....

Well, thats good for the starters, wait for the main course in Hot on the Plate - II for something special...

From today, with the latest edition of SupportCenter Plus, we join the wonderful people of Italy ( like the above), to speak Italian. We will help the Italian companies to support their people in their own language. Italy, it's a privilege for us.

For more information, please visit

http://manageengine.adventnet.com/products/support-center/sp-readme-7.html
and to download the latest version

http://manageengine.adventnet.com/products/support-center/download.html

P.S: I hope you can identify the people on the pictures but anyways I will introduce them, from left to right - Marco Polo, Roberto Baggio,Leonardo Da Vinci, Michael Angelo and Monica Bellucci.

Si Parla Italiano - We Speak Italian.

For the past few days, ManageEngine blogs are full with product release and hotf ix posts. So we thought, Why not release something from SupportCenter Plus too... Common Guys, our developers are also working  (!$@#&!). Just Kidding folks.This is  actually one of the long waiting upgrades for SupportCenter Plus.

SupportCenter Plus is ready with the latest and the most awaited update of 7008. We had a whole lot of requests, issues from the customers with regards to this service pack.  Some of the important enhancements in the current release are

1.       Multiple Contracts can be created for the same account,based on products.

2.       You can make the request conversations private or public. This gives you the flexibility for the support staff to forward a request to another staff and get his opinions on it.

3.       With the 7008 upgrade, you can make the solutions viewable for the non-login users and contacts without accounts.

We have also fixed some important issues raised by the users. For a detailed description of the enhancements and fixed issues, check out the read me file @

http://manageengine.adventnet.com/products/support-center/sp-readme-7.html

To download the service pack,

http://manageengine.adventnet.com/products/support-center/service-packs.html

Awaiting your valuable bouquets and brickbats....

And Hastalavista Folks, wait for the upcoming upgrades in Q4 2008. We have some interesting things coming up.

I am not here to speak about the Bill Gates' book...but something more interesting than that.

We had so many requests, rants and even strong criticisms on the road map issue. So here we are coming up with the Road Map for SupportCenter Plus. The schedule given in the road map is tentative and may change based on priorities.

We are in the process of taking some big leaps in terms of product development. We like to know your feed backs, votes, suggestions on the road map…

Want to know what those big leaps are, check out our road map here….

http://manageengine.adventnet.com/products/support-center/roadmap.html

“How lucky we are, to have someone, who makes saying goodbye so hard”...

SupportCenter Plus bids adieu to Ben alias Benedict, who was one of the back bones of the Support Team. He is on his way to England for his higher studies and on behalf of the entire team and the clients we wish him good luck in his future endeavors…

"For once, he is trying to raise a issue.."