Accessing the Application

SupportCenter Plus provides a common login page for all users. A valid login credential is required to access the application. After a successful login, the user will be directed to the help desk or self-service portal depending on the role. Users with any help desk role will be directed to help desk and contacts will be directed to the self-service portal.

Alternatively, an open-access customer portal can be configured for both registered and unregistered contacts. New users can also register from the customer portal. 

 

Logging In

You can log in with your username and password or using email/mobile number with One Time Password (OTP) via the common login page.

 

To log in with OTP: 

1. Enter email-id/ mobile number and then click Get OTP.


2. Provide the received OTP and click Login. 

To know more about configuring OTP login, click here.

 

 

Help Desk

The help desk can be accessed by users with any help desk role and login credentials.

It is accessed through the common login page.  

  

The header pane provides a tabbed interface to access home page, dashboard, various modules, reports, and community.

On the right side, you can access notifications, global search, help resources, and user personalization options. 

  

If multiple portals are configured, then an option for choosing a portal will also be available on the left-side corner.

  

Below the header pane, a horizontal bar of quick-links for various actions is also available. 

 

Home Page	Home page serves as the landing page after successful login. To know more, click here.
Dashboard	Dashboard provides quick-insights in to various help desk activities. To know more, click here.
Global Search	A search tool to find all types of records across the application. To know more, click here.
Community	A resource center that provides information, support, tools etc.
Global Settings	A collection of settings that affect the whole application. When multiple portals are configured, admin configurations that affect the whole application are moved to Global Settings.
User Personalization	A set of user configurable options such as password, time, language etc. To know more, click here.
Header Quick-Links	A set of actions that are grouped into a horizontal bar below the header pane for quick-access. To know more, click here.

Self-service Portal

The self-service portal allows registered contacts to raise requests, browse through solutions, view or manage raised requests, interact with support reps using live chat among others. The home page serves as the landing page after successful login. If multiple portals are configured, then the contacts must first choose the portal.

A typical portal selection page:

 

 

A typical Home Page in Self-service portal:

  

 

 

 

The header pane provides a tabbed interface to access the home page, request, and solution modules.

On the right side, you can access global search and user personalization options. 

Below the header pane, a horizontal bar of quick-links for various actions is also available. To know about quick-links, click here. 

To customize the self-service portal, click here. (Admin role required)

Contacts can personalize the self-service portal. The available options are changing the time zone, time and date format, language, and password.

Customer Portal

The customer portal is an open-access interface for contacts to raise requests, browse solutions, and register accounts. 

A typical customer portal:

 

To learn how to set up a customer portal, click here.

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