ManageEngine Support Center Plus
Contents
1. Select a ternplate Search Solutions Install 3 a software Search Apart from using the Search field to perform the search operation you can search for solutions instantly using Search Solutions If you wish to search for solution to install a software then enter key word as install a software and click Search The search result for the keyword is listed Select your desired solution from the list 3 Announcement All announcements that are published by your customer support administrator will be displayed in the announcements block in your login home page To view an announcement click the Announcement Title to open the complete announcement details in a pop up Click here to know more on announcements Announcements Aen Webinar conducted on customer support g Webinar conducted on customer support at the 2nd floor Conference Hall Nortel Network will be down due to maintenance from 12PM till 2PM on 24 ew 11 2010 Nortel Network will be down due to maintenance from 12PM till 2PM on 24 11 2010 Show All Support Team ManageEngine SupportCenter Plus enables you to view the presence of the customer Support rep that is you can check their availability status and reach the support rep who is currently available for contacting Else you can just send an email or submit your Support query to the support team which will be attended by them once they are available The techn2. ManageEngine SupportCenter Plus User Guide ManageEngine SupportCenter Copyright 2010 ZOHO Corporation All rights reserved OME RER RE ER eee 3 DAS ee ee ne ee 5 RULES LE ES 8 ANNOUNCEMENTS SA Den den Dane ne ones see has bee eee been 12 PCT CF CN CCS a ae 13 PSC ING EE 15 REQUESTS aan man ae een nan eee 16 R GULER a a ee due 17 Requests based on Filters Rs 19 Customizing Request List View RS 21 SOON RUSSES ege 22 Creating New Reouest sise 23 Auto CC Recipient sise Err RERE Eiee 25 Request Details Page Rs 26 AGO NOTO a a a ne a a a cle 28 PENG IRCOUECSE aa ad an an do de neo 29 Viewing Survey Results 30 SOLU 1 pK CR 31 Browsing Solutions by Topic RS 32 D CAC SOI eea ne re 33 MY DE F2 Eee eee eee 35 EGIEING MY RI 36 ZOHO Corp Introduction ManageEngine SupportCenter Plus is a comprehensive customer suppport management software that provides help desk agents and account managers an integrated console to monitor and maintain the customer accounts and track the support requests from the customers The customer support plays an important part in any product vendor or service vendor firm It is very often the first contact the contacts have in their use of product services when something does not work as expected The customer support is a single point of contact for contacts who need help To make the process of reporting the issues to the customer support tea
3. 2010 11 00 AM General Mow 15 2010 11 00 4M General Deleting Reminders To delete a reminder 1 Click on Reminders icon 2 Inthe My Reminders pop up select Delete radio button beside the reminders you wish to delete The reminder is deleted from the list To delete bulk reminders Click on Reminders icon From My Reminders pop up select gt Show All link By default you can view All the reminders from this page 3 Select the check box beside the Reminder Summary you wish to delete ZOHO Corp 10 4 Click Delete button A confirmation message appears on delete operation appears 5 Click Ok to proceed The reminder is deleted from the list The advantage of moving the task to completed state instead of deleting is that you can revert the state of the task to Open and edit the attributes But once the task is deleted it is completely removed from the application and cannot be retrieved ZOHO Corp 11 Announcements All announcements that are published by your customer support administrator will be displayed in the announcements block in your login home page Announcements Webinar conducted on customer support Webinar conducted on customer support at the 2nd floor Conference Hall Nortel Network will be down due to maintenance from 12PM till 2PM on 24 11 2010 Nortel Network will be down due to maintenance from L2PM till 2PM on 24 11 2010 Show All Representation of icons in announcemen
4. ManageEngine SupportCenter Plus gives a provision for the customer support personnel to add resolutions for all the requests that have been posted These resolutions can be directly converted to knowledge base articles that are grouped under the solutions head If your help desk team has already added such knowledge base articles to the solutions section then you can search for solutions specific to your problem and fix it Thus the solutions module serves as a knowledge base to find solutions for known problems using the keyword based search You can access the solutions even without logging in to the application but will be able to view only those solutions that are published in the Self Service Portal To access the knowledge base directly without having to login to the application type the URL provided below in the address bar of the browser http lt server name gt lt port number gt sd SolutionsHome sd OR http lt server name gt lt port number gt portal where lt server name gt is the name of the server where SupportCenter Plus is installed and lt port number gt is the port where the application is running ZOHO Corp 31 Browsing Solutions by Topic You can view the list of solutions for a topic using this option To browse solutions under individual topics L 2 3 Click the Solutions tab in the header pane Click on Browse by Topics drop down The Topics window drops down listing all the avai
5. commas The entered CC recipients will be notified of the conversation between the contact and Support rep via email ZOHO Corp 25 Request Details Page The View Request page organizes the details of the request in a logical manner To view the details of a request 1 Click on the Request tab in the header pane to open the request list view page 2 Click on the Subject link of the request to be viewed The View Request page opens Contact Details This block displays the Request id and Subject of the request Contact details such as the Contact Name the Account Status Priority and Due Date for the request You can also Add Notes and Print the request from the Actions drop down Requests gt View request Actions Y Reply e ID 2 Replacement of battery Status Open Created On Dec 3 2009 03 18 PM Priority High Contact tc Sharon Harper Acme Inc Due Date Dec 4 2009 02 18 PM Request Account Info Resolution Time Entry You can view the contact details such as name account to which the contact belongs email address phone and mobile number by clicking on the contact name link The block contains tabs to view Request details Account Information View Resolution View Time Entry of the request Viewing Request Details The request tab displays the Subject and Description of the request The Conversation button appears if there are any conversation threads to the request Clicking on Conver
6. of requests through pre defined filters Reguests gt All My Requests All My Requests Views My Requests a My Open Requests KE Z New Request Kb bd 2 7 of 7 My Requests On Hold Subject Contact Name a My Pending Requests My Completed Requests daily check on the server Sharon Harper My Closed Requests system crash Sharon Harper Software problem Sharon Harper My Iphone is not working Sharon Harper zz All My Requests 2 Set the number of requests per page and navigation buttons You can set the number of requests to be displayed in the request list view page ZOHO Corp 17 1 7of7 Contact Name Sharon Harper Sharon Harper 3 New Request Create new requests on specifying information such as priority category sub category and items Refer New Request to know more ZOHO Corp 18 Requests based on Filters You can view requests based on filters from the request list view page There are some pre defined filters in SupportCenter Plus that sorts and groups requests based on your requirements options is available for the contact Views My A3 Requests My Open Requests My Requests On Hold My Pending Requests My Completed Requests My Closed Requests All My Requests III Reguests gt Al My Requests All My Requests T New Request 1 7of Subject Contact Name daily check on the server Sharon Harper system cr
7. of the request ZOHO Corp 22 Creating New Request Any incident request for service or request for information can be sent as requests to the supportdesk team in many different ways Some of the most common modes are 1 2 3 You can call the helpdesk reporting their problem or requirement and he in turn will file it as a request You can submit your query by logging into the customer portal and filing a request Or you can send an Email to the support team which will automatically get logged as a service request in SupportCenter Plus Creating a new request from the application The new request form can be accessed by two ways in SupportCenter Plus application a D Add New Request Request tab Add New Request Clicking on the Add New Request takes you directly to the new request form Preferences guest Log out You can also click on New request button from the Home tab To configure the New Request form go to Step 3 in Request tab Request Tab 1 Click on the Request tab in the header pane to open the request list view page 2 Select New Request button The New Request form opens 3 If the administrator has configured Request Templates then the same is populated in the Template drop down Select the Template from the list to raise a request instantly 4 Ifthe administrator has selected certain fields as mandatory or the fields which the contacts can set while creating the Request Templ
8. the list Q Install software Go LO 13 Oct 2010 21 22 Preference You can change the language displayed in the application set the data and time change your password and lots more from the Preference link Click here to know more Add New Request at 13 Oct 2010 21 13 ZOHO Corp Dashboard The dashboard of SupportCenter Plus login home displays the following tabs e My Views e Support Team My Views My View for a contact displays information on summary of the requests raised by the logged in user and the Announcements published company wide 1 Requests Summary e Request Overdue number of requests raised by the logged in contact that are overdue e Requests Due Today number of requests raised by the logged in contact for that day e Pending Requests number of requests raised by the logged in contact that are unresolved Clicking on each link opens the corresponding list view Home Dashboard My View Support Team Requests Summary Pending Requests Pending requests Completed Requests Completed requests All Requests All requests sent by the Contact 2 Create New Request using Request Template and Search Solutions Create a new request using a template is an instant means to access the request form for a request template The request templates made available to contacts are listed in the drop down ZOHO Corp 5 Create a new request using a template
9. the total cost information Request Account Info Resolution Time Entry Time Entry Support Rep Description Executed Time Time Spent Charges Cost per Incident The battery is replaced and the request is closed Shawn Adams Dec 4 2009 04 03 PM 2 Hrs 00 Mins Total 2 Hrs 00 Mins ZOHO Corp 27 Adding Notes You can add addition information which includes technical information based on your observations or information to support reps for a particular request using the Add Notes option 1 Click on the Request tab in the header pane to open the request list view page 2 Click the Subject of the request to which you would like to add a note 3 From the request details page select Actions drop down menu gt Add Notes option The Add Note window pops up displaying the Request Id Request ID 2 ee Battery to replace Lithium Polymer E mail the support rep for notes addition 1 Enter the content in the text box as shown above 2 You can also notify the support rep assigned to the request about the addition of note on selecting E mail the support rep for notes addition check box 3 Click Add Note button The note is added at the bottom of the request along with a date and time stamp The name of the person who added the note is also displayed You can add any number of notes to a request The added notes is displayed in the descending order with recently added note first Note 1 Once the notes
10. 1 al Requests wi Solutions ZOHO Corp 33 Column wise search of solutions You can also perform column wise search of solutions if you Know any of the solution detail such as subject topic name and so on To perform a column wise search 1 From the solution list view page click on Search icon The search field opens just below every column that is visible in the list view 2 Enter the search string in the column of your choice You can enter keywords in more than one column to perform a combined column search 3 Click Go The search results matching the search string s are displayed Note 1 The search would return the results for any of the text fields of the solution 2 You cannot search for a solution based on any of the date fields of the solution ZOHO Corp 34 My Details When creating your login details in the SupportCenter Plus application your profile would have some default information In the My Details section of the Self Service Portal of SupportCenter Plus you are allowed to modify the information relating to your profile including the password This helps you maintain your profile updated with the latest changes It also gives you the freedom to edit your profile at your will ZOHO Corp 35 Editing My Details You can edit your details through the Self Service Portal and need not depend on your customer support team to do the same for you It enables you to modify your own profil
11. ader pane the page redirects to the request list view page ManageEngine Preferences sharon Log out SupportCenter P Reminders 3 Dec 2009 15 28 Requests Be Oat eee LOT ele ee he ne Add New Request Requests gt All My Requests All My Requests vi Views My Requests My Open Requests j 2 New Request HH sb 12 7067 Eh 25 per page My Reguests On Hald My Pending Requests Subject Contact Name Assigned To Due By Status Account g ER My Completed Requests daily check on the server Sharon Harper Shawn Adams Dec d 2009 02 37 PM Open Acme inc a My Closed Requests _ S stem crash Sharon Harper Shawn Adams Dee 4 2009 02 25 PM Open Acme Ine All My Requests Software problem Sharon Harper Shawn Adams Dec 4 2009 02 24 PM Open Acme Inc My Iphone is mot working Sharon Harper Shawn Adams Dec 4 2009 02 24 PM Open Acme inc Ki Recent Items Hardware Issue Sharon Harper Shawn Adams Dec 4 2009 02 23 PM Open Acme Ing EN daily check on the s My Iphone display is not work Sharon Harper Shawn Adams Dec 4 2009 02 22 PM Open Acme Inc Replacement of battery Sharon Harper Shawn Adams Dec 4 2005 02 18 FM Open Acme Inc AH system crash Representation of Icon in the list view Search for requests on entering the request id subject Support rep and so on FEL select the columns to be displayed in the list view From the list view page you can 1 Request based on filters View specific group
12. ash Sharon Harper Software problem Sharon Harper My Iphone is not working Sharon Harper My Open Requests All your created requests which are in the Open State My Requests On Hold Lists all your created requests that is On Hold My Pending Requests Lists all your created requests that is unfinished and incomplete My Completed Requests Lists all the requests created by you which is completed and closed My Closed Requests All My Requests Lists all the requests created by you irrespective of the status If the contact has the permission to view All requests from their account Primary Contact or All requests from their account and sub account the following Wi Views My Requests A3 A3 My Open Requests My Requests On Hold My Pending Requests My Completed Requests My Closed Requests All My Requests My Account Requests A3 A3 A3 A3 A3 A3 A3 All Open OnHald Pending Completed Closed Overdue All Lists all your account requests ZOHO Corp 19 Open Lists all your account requests that is in the open state OnHold All your account request that is On Hold Pending All your account requests that is yet to be completed Completed All your account requests that are completed and closed Closed Lists all your account requests that are in the Closed state Overdue Lists all the account requests for which the due by time has exceeded ZOHO Corp 20 Customizing Req
13. ate then the same is populated in the New Request form 5 If the administrator has specified Request Default Values for fields such as Category and Priority to be displayed in the New Request form then the same gets populated 6 If the administrator has not configured the Request Default Values or the Request ZOHO Corp 23 Template select the Priority that can be assigned to the request from the drop down 7 By default the contact logged into the application is displayed as the Contact Name This field is non editable 8 Select the Product to be associated with the request 9 You can also classify the request category by selecting the Category Sub Category and Item 10 Specify the Subject of the request This field is mandatory 11 Provide a brief description about the request in the Description field 12 1f you wish to attach any relevant files to the request then click Attach a file link The Add Remove Attachment window pops up Add Remove Attachment Close Click Browse to select a file You can attach any number of files for a total of 5 ME Choose a File Browse Attach Attached Files supportcenterplus html 1 23 KB K Done 1 Click Browse button and select the file to be attached from the file chooser window Click Open button 2 Click Attach button The selected file is listed under Attached Files along with size of the file 3 If you have more than one file to attach re
14. e whenever you want and saves considerable time To edit your profile L 2 3 Click the My Details tab on the header pane Click the Edit Contact button in the center pane The next page displays your user profile as created edited last time in an editable form All the fields except the Login Name and Account Name in this form are editable Your name is a mandatory field in the form You can choose to leave the other fields blank You can also change your password using the Change Password link Click here to know how to change password When you are done with the modifications click Update My details ZOHO Corp 36
15. essary action Based on the configures enabled by the administrator under Settings the following are available in home page e Dashboard e Reminders e Add New Request button e Search field e Preferences Dashboard Dashboards in the contact login displays the Request Summary Public Announcements and an option to raise a request using request template Click here to know more on Dashboards Reminders Reminders is a substitute for those sticky notes or post it notes which you use to remember your tasks for the day Click here to know more Add New Request Add New Beie ad F EA 17 Nov 2010 1 ir H My Reminder 5 a SC ea Nov 17 2010 11 00 AM Ka rennes Noy 18 2010 11 00 AM discuss Create anewre Ni Se with Nov 19 2010 07 00 PM WebEx scheduled _ Select a templat Dos Poe ee eei Nov 23 2010 11 00 AM Search Solutions Search Add New Request button The Add New Request button beside the Reminders is a quick navigator to instantly access the new request form ZOHO Corp ManageEngine Support Center Plus User Guide Search Field You can conduct search operation for Requests and Solutions from the home page using the Search Field option If you wish to search for solution to install a software then select Solutions from the list view and enter the key work as install software Click Go The search result for the keyword is listed Select your desired solution from
16. h Requests Apart from using the Search Field to perform search operations you can also perform column wise search from the requests list view page if you Know any of the request detail such as subject support rep assigned to the request and so on To perform a column wise search 1 From the request list view page click on Search icon The search field opens just below every column that is visible in the list view 2 Enter the search string in the column of your choice 3 Click Go The search results matching the search string s are displayed Gi New Request 1 7of 25 per page v Subject Contact Name Assigned To Due By Status Account a Iphone H s shawn Closed r daily check on the serwer Sharon Harper Shawn Adams Dec 4 2009 02 27 PM o Open Acme Inc system crash Sharon Harper Shawn Adams Dec 4 2009 02 25 PM Open Acme Inc Software problem Sharon Harper Shawn Adams Dec 4 2009 02 24 PM apen Acme Inc My Iphone is not working Sharon Harper Shawn Adams Dec 4 2009 02 24 PM Open Acme Inc Hardware Issue Sharon Harper Shawn Adams Dec 4 2009 02 23 PM Open Acme Inc My Iphone display is not worki Sharon Harper Shawn Adams Dec 4 2009 02 22 PM Open Acme Inc Replacement of battery Sharon Harper Shawn Adams Dec 4 2009 02 18 PM Pr Open Acme Inc Note 1 The search would return the results for any of the text fields of the request 2 You cannot search for a request based on any of the date fields
17. ical support team s availability chart contains their contact information such as email ID and phone number along with the in out status Click the Support Team tab in the home page dashboard to access the availability chart ZOHO Corp 6 Support Team tab will be available only if the SupportDesk Plus administrator has provided you the necessary access permissions for the same ZOHO Corp 7 Reminders Reminders is a substitute for those sticky notes or post it notes which your use to remember your tasks for the day Adding New Reminder To add new tasks to your reminders list 1 Click on the Reminder icon beside the Add New Request button as shown below Add New Request Ye 17 Nov 2010 1 r 8 NEE ne e Attend demo on Nov 17 2010 11 00 4M e m Gall Andrew to Noy 18 2010 11 00 am discuss ng i i Create anew re Di C ee ae with Now 19 2010 07 00 PM WebEx scheduled Fe Feb Nov 23 2010 11 00 AM Search Solutions Search 2 Click Add New link from the My Reminder s pop up The Reminders page opens as shown Reminder Attend the demo on softcel Date 2009 09 10 Time 03 00 PM Remind me L hr K before Add Cancel 3 Specify the summary in the provided text field Say you want a reminder to attend a demo on Softcel 4 Select the Date and Time for the reminder The date field is set to today s date and the time is set by defa
18. is added you will not be able to edit and delete the notes 2 Only support reps can delete the notes added to a request ZOHO Corp 28 Printing Request You can print and preview the entire request content using Print Preview option To print a request 1 Click on the Request tab in the header pane to open the request list view page 2 Click the Subject link of the request to be printed 3 From the request details page select Actions drop down menu gt Print Preview option The pop up of the request in printable format opens The page displays request details contact details contract details and resolution 4 Click Ctrl p to print the request ZOHO Corp 29 Viewing Survey Results Once the contact completes the survey the administrator and the contact who took the survey can view the survey results To view the survey results Click the Requests tab In the Requests list view select the My Completed Requests filter Click the request Title for which you wish to see the survey results Click View Survey Results link available under the Tasks block The survey results opens in a pop up window 5 Once you have viewed the results click the Close button BWNE Note 1 The View Survey Results link appears only if the you have completed taking the survey Else this link will not be present 2 Once the survey is submitted the responses cannot be changed ZOHO Corp 30 Solutions
19. is option is available to contacts if Show Reminders to Contact s option is enabled in the Admin module Change the Reminder status Once you have completed the task you can change the reminder state to complete You can change the status of the reminder from the My Reminders pop up or from the Showing All Reminder page 1 Click on Reminders link to open My Reminders pop up 2 Select the radio button beside the completed task The strike off task will be arranged in descending order ZOHO Corp 9 _ My Reminder s Follow up with eer eee Richard Noy 19 2010 07 00 PM mT WebEx scheduled oe oq terre pren fat Cell eK eee Ee E dee Gi v drets Noy 23 2010 11 00 AM Nov 17 2010 11 00 AM Nov 18 2010 11 00 AM Show All Alternatively 1 Click on Reminders icon gt select gt Show All link By default you can view All the reminders from this page 2 Select the check box beside the Reminder Summary for which you wish to change the state 3 Select the state from Change Reminder State To drop down list Select Complete 4 Click on Change button To indicate the change the task is striked off Showing AI wl 10 per page New Reminder Delete Change Reminder State To Completed zl Change Select TI Reminder Summary Open leminder Date Module C Follow up with Richard bs Mov 19 2010 07 00 PM General WebEx scheduled for Sharon Nov 23 2010 11 00 4M General Mow 17
20. lable topics and their sub topics To view all the sub topics click gt gt Show All link This lists out the topics and sub topics in logical manner On clicking the topic the solutions of the topics and its corresponding sub topics gets listed To view solutions under a sub topic click on the sub topic Click the solution s title to view the complete solution ZOHO Corp 32 Search Solutions You can search for solutions based on the keywords solution ID and column wise search based on solution parameters such as subject topic name view status and so on from the solutions list view Search Solutions based on e Keywords and Search Strings e Column wise search Search solutions based on Keywords and Search String Solutions tab 1 Click Solutions tab in the header pane to open the solution list view page 2 Enter the keyword in the search field provided 3 Click Search All solutions that match the keyword provided by you in the search field is displayed Solutions gt All Solutions All Solutions admin password Search 25 per page Performing a Global Search You can also perform a Global Search that searches the keyword in every module at one go Advance search options such as Wildcard search phrase search boolean search field specific search and much more can be used to make the search effective Q install software II Search all
21. lize tab consists of display language time zone date format and time format Preferences Personalize Change Password Display Language Choose language Browser default Time Zone Select Time Zong GMT 5 30 Chennai Kolkata Mumbai New Delhi v Date Format Set Date Format 2010 11 18 Time Format Set Time Format Mow 15 2010 01 14 PM Save e Display Language You can select the language to be displayed in the application from Choose Language drop down list say French All the data in the application will be displayed in French e Time Zone You can also customize the time zone according to the site where the server is installed The date and time will be set with respect to the time zone e Datei Time Format Select the format of the date such as 2009 09 10 from ZOHO Corp 13 the Set Date Format drop down box Similarly you can also set the time format from the Set Time Format drop down box The selected date and time format will be displayed where ever the date time is mentioned Say while creating a new request the request created on and due by time will be displayed in the selected date and time format The date and time Is set accordingly to the selected time zone Click Save Change Password To change your password Click on Change Password tab Enter the Current Password in the field Next enter your New Password Re enter the new password in Confirm New Password field P
22. m easier ManageEngine SupportCenter Plus provides you with a Self Service Portal where you can log your complaints and issues online with the help of a web based form Once you have filed your issue it gets listed in your request view page where you can keep track of the logged issue You can also update your personal information using the Self Service Portal In the Self Service Portal you will be able to access the following modules Requests You can create a new request and view the same Also all the requests that you have raised till date will be saved in your requests module for future references Solutions From the solutions knowledge base that has been developed and maintained by your IT help desk team you can search for solutions for the issue that you are currently facing If you do not find any solution for the problem at hand then you can post your issue as a request to the help desk team My Details You can view and edit your account details including your password This updated information will be displayed whenever your information is requested In addition to this you will also be able to see check the presence of the customer Support support reps that is you can know which customer support personnel is currently available for you to contact him her immediately ZOHO Corp 2 Home The home page for customer login of SupportCenter Plus has various useful information displayed that enables a contact to take nec
23. peat steps 1 and 2 Ensure that the total size of the attachments does not exceed 5 MB Click Done The selected files are attached to the request 12 Enter the email address of the CC recipients in the field provided The CC recipient will receive email on the conversation between the contact and support rep You can add more than one CC recipient separating each email ID with a comma Click here to know more on Auto CC 13 Click Add request button The request is added to the request list ZOHO Corp 24 Auto CC Recipient For crucial requests it becomes utmost import to inform your higher officials on the progress and development of the request The Auto CC recipient feature is a one time addition of the CC ed recipients after which the conversations between the contact and Support rep are notified to the CC recipients The Auto CC recipient option is available while creating a new request and while replying to a request via the application The CC recipients added by the contact can be viewed and modified by the support rep Adding CC Recipient The CC recipient field is available in the new request form of the contact login Enter the email address of the CC recipients to be notified If more than one email ID is specified use comma as a separator as shown in the image Cc Added Ce Recipients will get notified on this request actions jake acme com bill acme com mark acme com Enter Cc Recipients email addresses separated by
24. references Personalize Change Password Change Password Current Password G ggeg New Password Deeg Confirm New Password COLLELL Save 5 Click Save Your login password has been changed and will be taken into effect when u log out and log into the application ZOHO Corp 14 Recent Items When you are using the ManageEngine SupportCenter Plus application the application tracks your last viewed items and lists them in the Recent I tems block on the left side This has a list of the last 10 items that you viewed in the application with the latest viewed item appearing on the top of the list Clicking the hyperlinked item takes you directly to the item s details ZOHO Corp 15 Requests ManageEngine SupportCenter Plus provides you a Self Service Portal with the request module Here you can create new requests to post your concerns and issues to the customer support team You can also view the request that you have posted and keep track of its status Once the request is closed you can view the same in the closed requests ZOHO Corp 16 Request List View The request list view page organises and displays all your tickets raised into SupportCenter Plus This page includes various useful functionality such as e option to view requests based on filters e customize columns to be displayed in the list view e set the number of requests to be displayed per page On clicking the Request tab in the he
25. sation button scrolls down to view the conversation threads In addition the request details block also displays request properties like Status Group Category Sub Category Item Support Rep Priority Mode Level Created Date Due Date Product Created By and additional fields if available If you have added any Notes to the request then the same can be viewed under Discussion Notes block The notes are displayed in descending order of their date of creation Viewing Account Information The account info tab displays the Contact Details along with the Contract Details associated with the Account Contract details such as Support Type Support Plan Contract Covered and cost per hour is listed under this block ZOHO Corp 26 Request Account Info Resolution Time Entry Contact Details Contact Name Sharon Harper Email Address sharon acme com Contact number 982 682 9762 Mobile number 345 793 4793 Twitter Screen Name sharon Account Acme Inc Sub Account Contract Details Contract Covered Replacement Contract Support Plan Gold Support Type Incident Based Cost per Incident 3 00 Viewing Resolution Resolution is a documented information on how the issue was resolved You can view the resolution entered by the Support Rep from this tab Viewing Time Entry If you have the permission to view the Request Cost information then the Time Entry tab appears where you can view the Execution Time Time Spent on the request and
26. t widget E Announcement made public i e announcements visible to all contacts on log in Newly added company wide announcements Viewing Announcements To view an announcement click the Announcement Title to open the complete announcement details in a pop up If there are more than one announcements then you will notice a Previous and Next button in the pop up Using this you can navigate through the announcements list and view all the announcements without closing the pop up window To view all the announcements that was listed in the announcement block click Show All link Using the Filter Showing drop down you can view the currently showing announcements already shown announcements and all public announcements Home gt Announcements Announcements Rees Currently Showing i connai All Title Currently Showing Date Fro Already Shown Webinar conducted on customer support Nov 15 20 Nortel Network will be down due to maintenance fra Nov 15 20 ZOHO Corp 12 Preferences You can customize your personalization such as the language to be displayed time zone data and time format to be displayed in the application Apart from this you can also change your login password 1 Click on Preferences link Add New Request f 13 oct 2010 21 13 2 The Preference page opens to display the Personalize and Change Password tab By default the Personalize tab is displayed Personalize The Persona
27. uest List View ManageEngine SupportCenter Plus gives you an option to customize the request list view page by including columns of your choice To customize columns displayed in the list view d 2 Click on the Request tab in the header pane to open the request list view page Click on Column Chooser icon The available columns that can be displayed in the list view pops up The columns that are currently visible in the list view is indicated with selected check box Reguests gt All My Requests All My Requests New Request Subject daily check on the server system crash Software problem My Iphone is not working Hardware Issue 1 70f7 Contact Name Sharon Harper Sharon Harper Sharon Harper Sharon Harper Sharon Harper My Iphone display is not worki Sharon Harper Replacement of battery Sharon Harper Assigned To Shawn Adams Shawn Adams Shawn Adams Shawn Adams Shawn Adams Shawn Adams Shawn Adams Subject Contact Name Assigned To Due By Status wl Account Es ID Date a Save Cancel To remove a column de select the check box and click Save To add a column to the list view select the check box beside the column you wish to add Click Save To change the column order click the up and down arrow after selecting the column that you wish to move Click Save Only the selected columns are added in the request list view ZOHO Corp 21 Searc
28. ult as 11 00 AM Change the date and time settings ZOHO Corp 8 choose the date of your choice From the time drop down box choose the time at which the task is scheduled 5 Select the reminder duration say before 1 hr or 2 hr from the Remind me before combo box By default the message would be Never 6 Click Add The new reminder is added along with the list of already existing reminders in the ascending order based on date and time Viewing all Reminders You can view all the open and completed reminders along with the reminder details such as Reminder Date and Module The Link is specified only if the reminder is added from the request module 1 Click on Reminders link 2 From My Reminders pop up select gt Show All link By default you can view All the reminders from this page 3 If you wish to view all the open reminders alone then select Open option from Showing drop down box ez Showing All Reminder Showing All 10 per page New Reminder Delete Change Reminder State To Select w i Change Reminder Summary Reminder Date Module Attend demo on SoftCel Nov 17 2010 11 00 AM General Call Andrew to discuss on the network related issue Nov 18 2010 11 00 AM General Follow up with Richard Noy 19 2010 07 00 PM General WebEx scheduled for Sharon Noy 23 2010 11 00 4M General Note 1 From this page you can Add New Reminder Delete bulk reminders and Change the status of a reminder 2 Th
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