Last Updated
Overview
ManageEngine SupportCenter Plus is a web-based customer support platform that centralizes tickets, customer accounts, and service contracts for faster resolution. While data syncing may feel slow at times, it is useful for creating support tickets and generating custom reports.
ManageEngine SupportCenter Plus Specifications
- Omnichannel Support
- CRM Integration
- Canned Responses
- Analytics and Reporting
ManageEngine SupportCenter Plus Features
Multi-Channel Support
Customer queries coming through email, phone, web forms, or the portal are brought together in one system, giving teams a single view of all requests. This helps reduce missed messages, prevents duplicate handling, and allows agents to manage high-volume communication streams more efficiently across multiple customer touchpoints.
Request Tracking And Automation
Every incoming request is automatically logged, categorized, assigned, and monitored through its lifecycle using configurable automation rules. These workflows reduce manual sorting, minimize delays, and ensure tickets reach the right agent faster, improving response quality, and allowing teams to maintain performance even during heavy workloads.
Service Level Agreements (SLAs) Management
Support teams can define time-bound response and resolution targets for different customer tiers or issue types. The system tracks compliance in real time and flags potential breaches, helping organizations maintain service commitments, reduce escalations, and deliver predictable support experiences aligned with contractual obligations.
Knowledge Base
A structured repository of articles, guides, and troubleshooting steps enables agents and customers to quickly reference solutions to recurring issues. By reducing repeated queries and supporting faster case resolution, the knowledge base improves service consistency and eases workload on support staff handling routine or repetitive problems.
Portal
The portal allows customers to submit new tickets, track progress, and access relevant help articles without contacting support directly. This increases transparency, empowers users to resolve simple issues on their own, and reduces the volume of basic inquiries, allowing agents to focus on complex requests.
Pros And Cons of ManageEngine SupportCenter Plus
Pros
Interface is intuitive and accessible even for fresh IT staff
Provides accurate professional service hours billing.
Cons
Workflow automation needs improvement
Ticket visibility tools sometimes feel limited
ManageEngine SupportCenter Plus Reviews
Total 3 reviews
4
All reviews are from verified customers
Rating Distribution
5
Stars33%
4
Stars33%
3
Stars33%
2
Stars0%
1
Stars0%
Share your experience
Information Technology and Services, 500+ employees
More than a year
“Self-explanatory interface”
Pros
Since we enabled it for internet access instead of limiting it to our on-prem setup, handling tickets has become much more convenient. It's now much easier to log in, review requests, respond and close them out. The system runs quickly, works well across all the browsers used in our company and is fairly simple to navigate. The interface is clear enough that most actions are self-explanatory.
Cons
Request management and assignment are simple enough but task management is noticeably more complex. When you're responsible for dispatching tasks to a team of support engineers, the same sequence has to be repeated every single time: open the "Quick actions" menu, go to "All Tasks," and then apply the "Pending - My group tasks" filter. That extra process makes things slower and more annoying than they should be especially when there's a large number of tasks waiting to be assigned. Hopefully future versions improve the way tasks are managed and distributed.
Rating Distribution
Ease of use
7
Value for money
7
Customer Support
8
Functionality
10
Information Technology and Services, 51-100 employees
Less than a year
“Helpful comment section and alerts”
Pros
The notification system and comment section work really well. It's convenient to see the customer's latest comment right away without having to go through the entire email thread.
Cons
Something that would make it even better is mobile notifications for ticket status especially for people who travel frequently.
Rating Distribution
Ease of use
10
Value for money
9
Customer Support
10
Functionality
10
Information Technology and Services, 51-100 employees
Less than a year
“Powerful reporting”
Pros
Handling client requests with this tool has been quite smooth and it helps us generate reports that we can present to management to show progress on a monthly and quarterly basis.
Cons
The UI doesn't feel very interactive and the dashboards can't be customized the way we need.
Rating Distribution
Ease of use
6
Value for money
6
Customer Support
6
Functionality
7
Frequently Asked Questions
What types of pricing plans does ManageEngine SupportCenter Plus offer?
ManageEngine SupportCenter Plus price options vary by licensing tier and the number of support technicians. It offers a 30-day free trial, with plans starting at $995 annually for 10 technicians in the Standard Edition, $275 annually for 2 technicians in the Professional Edition, and $355 annually for 2 technicians in the Enterprise Edition. Request a tailored ManageEngine SupportCenter Plus pricing quote for your setup.
Who are the typical users of ManageEngine SupportCenter Plus?
The platform is typically used by organizations across several industries such as government, NGOs, business process outsourcing, hospitality, healthcare, and media.
What other apps does ManageEngine SupportCenter Plus integrate with?
ManageEngine SupportCenter Plus software integrates with widely used tools, including Jira Software, Zoho CRM, Analytics Plus, ServiceDesk Plus, and Salesforce CRM.
Does ManageEngine SupportCenter Plus offer an API?
Yes, system offers an API.
What level of support does ManageEngine SupportCenter Plus offer?
The software provides multiple support channels, including email assistance, phone support, a detailed knowledge base, and access to community forums. Users can also submit technical issues through the customer portal for direct help from the support team.
What language does ManageEngine SupportCenter Plus support?
The platform is available 37 languages including English Chinese, French, German, Japanese, European Portuguese, Brazilian Portuguese, Spanish, Dutch, Polish, Swedish, Russian, Italian, Norwegian, Danish, Korean, and Traditional Chinese.
Does ManageEngine SupportCenter Plus have a mobile app?
Yes, it a provides native mobile app that is available for both android and iOS.