Support Cloud

  • Subscription Plans

    About current Support Cloud Suite plans

    All plans include these fundamental features:

    • Ticketing system
    • Messaging across web, mobile, and social media
    • Email, voice, SMS, and live chat support
    • A unified agent workspace
    • Pre-built reporting and analytics dashboards
    • Access to prebuilt apps and integrations from the Support Cloud Marketplace

    The current Support Cloud Suite plans are:

    Plan Description
    Team

    Our least-expensive Suite plan. It includes the basic features you need to deliver omnichannel support wherever your customers need it. Team includes the fundamental features plus a single help center, up to 50 AI-powered automated answers, pre-built reports, support from the Support Cloud team, and more.
    Growth

    Includes all the features in the Suite Team plan plus additional features to handle higher support volume. Growth includes multiple help centers, up to 100 AI-powered answers, conversation routing based on skills, light agents, a self-service portal, and more.
    Professional

    Includes all the features in the Suite Growth plan plus additional features for growing teams, better collaboration, routing, and analytics. Professional adds capabilities like up to 500 AI-powered answers, community forums, SLA management, custom reports, and more.
    Enterprise

    Includes all the features in the Suite Professional plan plus additional features for delivering personalized customer experiences at scale. Enterprise helps you scale up your support with custom permissions, agent workspaces, and branding. It also includes real-time shareable reports, a sandbox environment for testing, and more.
    Enterprise Plus

    Includes all the features in the Suite Enterprise plan plus you can add additional features that tailor Support Cloud exactly to your needs. It includes everything from the other plans plus an enhanced sandbox environment, enhanced disaster recovery, a high volume API add-on, and more.

    For more information, see the Support Cloud Suite plan comparison.

    About legacy Support Suite plans

    The legacy Support Cloud Support Suite offered two plan types that contained Support, Guide, Chat, Talk, and social messaging in one bundle.

    The legacy Support Suite plans are:

    • Support Suite Professional, included the Professional plan versions of Support, Guide, Chat, Talk, plus the social messaging add-on.
    • Support Suite Enterprise, included the Enterprise plan versions of Support, Guide, Chat, Talk, plus the social messaging add-on.

    When features are added to the current Professional or Enterprise versions of Support, Guide, Chat, or Talk, or social messaging, they will also be added to the equivalent legacy Support Suite plan.

    The following table shows feature availability for Support Suite plans as of January 31, 2021.

    For information about pricing, see the Suite pricing page.

    Agent workspace Unified agent workspace
    Support Customer service ticketing
    Email Y Y
    Public social channels (Facebook and Twitter) Y Y

    Social Messaging add-on

    (WhatsApp***, WeChat, LINE, Facebook Messenger, and Twitter Direct Messages)

    		 Y Y
    Web Widget & Mobile SDK Y Y
    Reporting and dashboards, powered by Support Cloud Explore Y Y
    Customizable reports and dashboards, powered by Support Cloud Explore $ $
    Private custom apps and integrations Y Y
    Multiple ticket forms $ Y
    Business rules analysis   Y
    Custom roles and permissions   Y
    Multibrand   Y
    Guided mode   Y
    Satisfaction prediction   Y
    See more    
    Guide Knowledge base and self-service
    AI-powered suggestions with Answer Bot $ $
    Agent-only knowledge base Y Y
    Flag and create knowledge with Knowledge Capture App Y Y
    Reporting and dashboards, powered by Support Cloud Explore Y Y
    Multilingual content Y Y
    Article lifecycle management with Team Publishing   Y
    Identify knowledge gaps with Content Cues   Y
    Multiple help centers   Y
    See more    
    Chat Real-time chat
    Unlimited chats, triggers & departments Y Y
    Widget customization Y Y
    Public & private apps Y Y
    Operating hours Y Y
    Reporting and dashboards, powered by Support Cloud Explore Y Y
    Conversion Tracking Y Y
    Widget unbranding   Y
    Real-time dashboards   Y
    Web Widget   Y
    Roles and permissions   Y
    Skills-based routing   Y
    See more    
    Talk Call center software
    Automatic ticket creation Y Y
    Call recording & voicemail transcription Y Y
    IVR phone trees Y Y
    Call monitoring & barging Y Y
    Callback from queue Y Y
    Reporting and dashboards, powered by Support Cloud Explore Y Y
    Talk Partner Edition Y Y
    Monthly Diagnostics   Y
    Talk Usage 99.95% SLA   Y
    Failover on demand   Y
    See more    
    See more
  • Billing

    Payments

    For questions about managing payments, changing your payment method, changing payment currency, updating your credit card information, and trouble shooting credit card issues, refer to these articles:

     

    Account suspension

    For questions about declined payments, pending account suspension, or account reactivation after suspension, refer to these articles:

    Subscriptions

    For questions about viewing your current subscription, agent seats, and plan types, refer to the following articles. Both account owners and administrators can view subscriptions. Account owners and billing admins can also make changes to subscriptions. Regular (non-billing admins) in sales-assisted accounts can request subscription changes.
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  • Change/Reset Password

    Change your password

    1. Open your Support Cloud Account. You might need to sign in.
    2. Under "Security," select Signing in to Support Cloud.
    3. Choose Password. You might need to sign in again.
    4. Enter your new password, then select Change Password.

    Change password

     

    Reset your password

    1. Follow the steps to recover your account. You'll be asked some questions to confirm it's your account and an email will be sent to you.  If you don’t get an email:

    2. Choose a password that you haven't already used with this account. Learn how to create a strong password.

    What happens after you change your password

    If you change or reset your password, you’ll be signed out everywhere except:

    Fix problems with your password

    If you're having trouble resetting your password or can’t sign in to your account, get more help.

     

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