Zoho ManageEngine ServiceDesk Plus v8.0

Zoho ManageEngine ServiceDesk Plus v8.0
[You must be registered and logged in to see this link.]


ManageEngine ServiceDesk Plus is a Web-based, easy to use Help Desk and Asset Management software whose features include contract management, purchasing, and knowledge management functionalities. It has an ITIL ready version too. By integrating Ticketing, Asset Tracking, Purchasing, Contract Management , and Knowledge base in one low-cost, easy-to-use package, ServiceDesk Plus gives you the ability to improve productivity of your IT Service team and keep your end-users happy. ServiceDesk Plus enables end-users to submit tickets via an online Web form or through e-mail. It automates several key workflow tasks such as case routing, acknowledging requester, technician notification, and handling of SLA rules. It includes a Solutions module that allows you to document best practices and solutions to common problems in an online knowledge base. ServiceDesk Plus offers accurate inventory tracking functionality across Windows and Linux workstations.

ServiceDesk Plus Features

Helpdesk Management
ServiceDesk Plus help desk management gives you everything to manage your help desk requests effectively. It includes self-service portal, knowledge base, auto routing of requests, notifications, sla management, email integration, LDAP, AD integration, API integration, custom request form, user survey, flash reports, multi-site support, help desk reporting.
Self-service portal to enable login for users to submit their trouble tickets
Web-based knowledge-base system for users and technicians to search and add the troubleshooting docs
NMS Integration to integrate with Network Monitoring Software for tracking events and network failures
Service Level Agreements to set escalation levels for the SLA violations
Multi-site functionality to manage requests, assets and technicians separately for different sites in your organization
Email Integration to handle all the help desk emails sent by the users
Notification alerts via email or sms, to inform users or technicians for request handling
Request scheduling to manage and track the preventive maintenance tasks
API integration to integrate your web-based help desk software with any third-party software
Active Directory integration to enable user authentication with single sign-on functionality
Robo technician to automate the "reset password requests"
Request survey to know the technician competent level and user satisfaction level on request resolutions
Flash Reports to get a consolidated view on what is happening with your helpdesk
Help Desk Reports to schedule and review the reports based on Request-status, SLA-violation and many more from the list of default reports or to create your own custom reports



Part 1