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ManageEngine Support Center Plus ::  Administrator Guide
Table of Contents 
INTRODUCTION........................................................................7 
GETTING STARTED....................................................................9 
SupportCenter Plus Users.................................................................10
Importing Support Reps from Active Directory.....................................11
Importing Accounts/Contacts............................................................13
Registering SupportCenter Plus.........................................................15
Configuring Business Units...............................................................17
Customer Portal Settings..................................................................21
HOME PAGE
23 
License Expiry Alert.........................................................................26
Dashboard
27
Log a Call
30
My Tasks.
32
Publishing Announcements...............................................................34
37
Preferences.
41
Feedback
43
ACTIVITIES
44 
Activities List View
45
Viewing Activities based on Filters.....................................................47
Customizing Activities List View.........................................................48
Searching Tasks and Events.............................................................49
Adding New Tasks
50
Viewing Tasks
52
Creating New Events.......................................................................54
Viewing Events
57
REQUESTS
60 
Request List View
64
Requests Based on Filters.................................................................67
Custom Views
69
ZOHO Corporation
1
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ManageEngine Support Center Plus ::  Administrator Guide
Customizing Request List View..........................................................72
Search Requests
73
Creating New Requests....................................................................75
Auto CC Recipient
79
Editing Requests
81
Deleting Requests
82
Closing Requests
83
Merging Requests
84
Assigning Requests to Support Rep....................................................87
Request Details Page.......................................................................89
Request Conversations.....................................................................94
Start/Stop Request Timer.................................................................97
Adding Notes
99
Adding Reminders..........................................................................100
Duplicate Requests
101
Printing Requests
102
Canned Responses.........................................................................103
Add New Canned Response.....................................................................103
Editing Canned Response........................................................................104
Deleting Canned Response......................................................................104
Replying via Canned Response................................................................105
Adding Resolution
106
Search Solutions.
108
Submit For Approval.......................................................................109
View Contact Details.......................................................................111
View Requests by Contact...............................................................112
Replying to the Contact...................................................................113
Forwarding Requests to Support Reps...............................................116
E-mail the Support Rep...................................................................119
SMS the Support Rep......................................................................121
SOLUTIONS
122 
Solution List View
123
Solutions based on filters................................................................126
Custom Views
127
Customizing Solution List View.........................................................130
Search Solutions.
131
ZOHO Corporation
2
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ManageEngine Support Center Plus ::  Administrator Guide
Adding New Solution.......................................................................133
Solution Details Page......................................................................135
Editing Solutions.
137
Deleting Solutions
138
Forward Solution
139
Submit for Approval.......................................................................140
Approve/Reject Solution..................................................................142
Managing Topics
143
Browsing Solutions by Topic............................................................146
Topics Template
147
CONTRACTS
149 
Contracts List View
151
Contracts based on filters................................................................153
Custom Views
154
Customizing Contract List View........................................................157
Search Contracts............................................................................158
Creating New Contract....................................................................159
Contract Details Page.....................................................................161
Editing and Deleting Contracts.........................................................162
Renew Contract
163
Printing Contracts
165
ACCOUNTS
166 
Accounts List View
167
Accounts based on Filters................................................................170
Custom Views
171
Customizing Accounts List View........................................................174
Searching Accounts........................................................................175
Adding a New Account....................................................................177
Account Details Page......................................................................179
Editing and Deleting Account...........................................................186
Assign/Unassign Topic Template.......................................................187
Importing Sales details from CSV File................................................189
Importing Accounts/Contacts from CSV File.......................................190
ZOHO Corporation
3
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ManageEngine Support Center Plus ::  Administrator Guide
CONTACTS
191 
Contacts List View
192
Contacts based on Filters................................................................194
Custom Views
195
Customizing Contact List View..........................................................198
Search Contacts
200
Adding New Contact.......................................................................202
Contact Details Page.......................................................................204
Editing and Deleting Contact............................................................207
Reconcile Contacts
208
Associate Accounts with Contacts.....................................................209
Unapproved Contacts......................................................................210
Registered Contacts........................................................................211
CONFIGURATIONS................................................................212 
Helpdesk Settings
213
Mail Server Settings
214
Mail Configuratio
217
Twitter Settings
218
Computer Telephony Integration (CTI).....................................................220
Telephony Server Settings
220
Click to Dial
221
Screen Pops
222
Helpdesk Customizer
224
Configuring Category/Sub Category/Items..........................................................225
Editing and Deleting Category/Sub Category/ Items.............................................227
Configuring Status
229
Configuring Level
230
Configuring Mode
231
Configuring Priority
232
Request Additional Fields
233
Request Field Permissions
234
Request Closing Rules
235
Request Template
236
Scheduled Requests
240
Notification Rules
243
Configuring Business Rules.....................................................................244
Time Entry Type
247
Time Entry - Additional Fields..................................................................248
Remote Assistance
249
Remote Assistance Setup
250
Inviting Contacts from Request Details page
................................................251
ZOHO Corporation
4
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ManageEngine Support Center Plus ::  Administrator Guide
Account Settings.
252
Configuring Industry
253
Configuring Product Types......................................................................254
Product Additional Fields
255
Configuring Product
256
Account - Additional Fields......................................................................257
Sales - Additional Fields
258
Schedule CSV Import
259
Customer Portal Settings........................................................................261
Contract Settings.
264
Support Services
265
Configuring Support Plan........................................................................266
Configuring Service Level Agreements......................................................268
Configuring Operational Hours.................................................................271
Configuring Holidays
272
User and Related Settings...............................................................273
Configuring Roles
274
Configuring Contact - Additional Fields......................................................276
Configuring Support Rep - Additional Fields...............................................277
Configuring Support Reps.......................................................................278
Account Manager
282
Configuring Groups
283
Windows Domains
285
User Survey Settings......................................................................287
Survey Settings
288
Defining a Survey
289
Sending Survey
291
Survey Preview
293
Viewing Survey Results
294
Organization Settings.....................................................................295
Configuring Organization Details..............................................................296
Configuring General Settings...................................................................297
System Notification Settings...................................................................302
Backup Scheduling
303
SUPPORTCENTER PLUS API..................................................304 
API Settings in SupportCenter Plus...................................................305
Request Related Operations.............................................................308
Account/Contact Related Operations.................................................322
Solution Related Operations.............................................................333
ZOHO Corporation
5
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ManageEngine Support Center Plus ::  Administrator Guide
REPORTS
335 
Pre-defined Reports........................................................................336
Custom Reports
338
Viewing Reports
341
Query Reports.
344
Schedule Reports.
345
Report Settings
346
Exporting Report as PDF..................................................................347
DASHBOARDS.......................................................................348 
Adding Widgets to Dashboard..........................................................351
Dashboards
355
APPENDIX
358 
System Log Viewer.........................................................................359
Contacting ZOHO Corporation..........................................................360
ZOHO Corporation
6
ManageEngine Support Center Plus ::  Administrator Guide
Introduction 
The process of handling service request from the customer to the support rep is manual 
in many organizations, which makes them prone to human error, and extremely difficult 
to manage and synchronize customer information. Thus often leading to a significant 
delay in executing the incoming tickets and tasks.   
ManageEngine SupportCenter Plus is one of the most comprehensive Customer Help 
Desk Software, which can help any business to effectively support and communicate to 
their customers. SupportCenter Plus is a web based customer service and support 
solution that offers Trouble TicketingAccount & Contact ManagementSLA 
Management and Knowledge base all in one package. It helps you track and resolve 
customer issues quickly, thereby delivering superior customer support and taking 
customer satisfaction to the next level. 
The two main focus of ManageEngine SupportCenter Plus are;  
y Request Tracking, and  
y Customer Account Management 
Using the above modules, support reps and administrators can resolve complex issues in 
no time, thus reducing end-user frustration arising due to time consuming issue 
resolving process. In addition, they can also keep track of the changing needs of the 
customers and modify their services to suit their requirements. 
ZOHO Corporation
7
ManageEngine Support Center Plus ::  Administrator Guide
Requests Module 
Helpdesk Support Reps receive requests from a variety of sources; email, phone calls, 
forums, web portal, from various regions across the globe. The request module functions 
as the customer support desk where requests are fetched from the mail server at regular 
intervals and routed to the respective Business Units from where necessary solutions are 
provided by assigning support reps to resolve issues reported.  
Solutions Module 
This module serves as a knowledge base for your customer support team as well as your 
customers. Customers can search this for solutions for issues and solve it themselves. 
Also, when support reps resolve issues, they can directly convert these resolutions as 
knowledge base articles.   
Contracts Module 
Contracts are the services offered to an account and their associated products for a 
specific time period. These support services are grouped under a Support Plan which 
determines the due by time for requests raised for the account/product. Thus based on 
the associated contracts, any request raised for the account/product should be resolved 
based on the support plan and applied due by time.    
 
Accounts Module 
 
With this module, all your valuable customer information can be maintained and kept 
up-to-date. The account information gives you details of their contacts, the products 
purchased and the kind of support services that needs to be provided to them. 
Furthermore, for accounts with branches in different locations, each branch is added as a 
sub account of the account. Thus maintaining information of the branches of an account 
too.  
Contacts Module 
The contact information tracking enables you to have a tab on what is the latest 
progress on the status of the customer, the type of customer and other such related 
information. To view the various contacts and their details, click the Contacts tab in the 
header pane. 
Reports Module  
Using reports module you can evaluate and analyze the efficiency and productivity of 
your support team, and the load of requests handled by them. A set of predefined 
reports are generated from the data available in the application. Apart from the preset 
reports you can also customize your reports using Custom Reports option. 
ZOHO Corporation
8
ManageEngine Support Center Plus ::  Administrator Guide
Getting Started 
Installed the product and cannot figure out from where to start your configurations? 
Getting Started Guide tells you how to go about working on the product after 
Installation.   
The initial features to be configured in SupportCenter Plus application are;  
y SupportCenter Plus Users 
y Importing Support Reps 
y Importing Accounts & Contacts 
y Email and Mail Server Configurations 
y Configuring Business Units 
y Customer Portal Settings 
ZOHO Corporation
9
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