SupportSoft is an IT support automation platform designed to simplify and accelerate the resolution of technical issues for managed service providers (MSPs) and internal IT teams. It addresses the common challenges of time-consuming and frustrating support processes by consolidating self-healing, self-service, and assisted service capabilities onto a single, unified platform. The software empowers end-users to independently resolve common support issues, reducing reliance on the helpdesk and minimizing wait times. This self-service approach not only boosts user productivity and satisfaction but also frees IT staff to focus on more complex, strategic problems. SupportSoft's proactive capabilities allow devices to automatically address issues as they emerge, further streamlining operations. By facilitating fast and straightforward resolutions, the platform significantly improves key performance indicators such as Average Handle Time (AHT) and First Call Resolution (FCR), ultimately enhancing overall IT efficiency and user experience.

Features & Benefits

• ProactiveAssist
  • Provides access to Self-Healing, Self-Service, and Assisted Service capabilities within a single, user-friendly interface.
• Proactive Support Alerts
  • Notifies users of critical events like emergency maintenance, virus threats, and system outages, allowing instant communication to any logged-in machine.
• Account Manager
  • Reduces helpdesk burden by enabling users to securely reset their Windows Active Directory passwords independently.
• Integrated Knowledge Management
  • Allows users to search for information from a unified console through seamless integration with existing knowledge management solutions.