Request Management (Trouble Ticketing)

• Automatic conversion of emails in to requests
• Request tracking and threading
• Business Rules based email routing
• SLA Management

Account Management

• Comprehensive Account based management.
• Assets, SLAs, Business Rules can be configured based on accounts
• Manage multiple accounts and customize accordingly

Asset Management

• Complete IT Asset and Inventory Management
• Scan all possible IT Assets and manage Asset relationships
• Track your customers assets and group assets
• Manage customers software assets, track license compliance and violation
• Track software usage and create audit reports accordingly

Contracts Management

• Maintain and Monitor contracts with vendors.
• Identify and manage assets associated with contracts
• Notify technicians when contracts expire.

Purchase Management

• Maintain the complete purchase process through ServiceDesk Plus MSP
• Create, Track and Manage purchase orders.
• Automatically convert purchase orders in to assets
• Analyze purchasing trends to leverage negotiations with vendors

Reports

• Access to more than 50 different help desk reports
• Customized reports can be made and also make SLA violation reports
• Create IT asset reports and inventory reports
• Consolidated report generation of IT audits
• Complete reporting of Purchase orders and contract expiry reports.
• Create Flash Based reports for consolidated view of requests

Self Service Portal

• Reduce your support load through the completely customizable self –service portal
• Empower customers to create requests, track requests online through the portal
• Integrated knowledge base for search solutions

Knowledge Base

• Document best practices and frequently asked support solutions
• Completely searchable solutions module
• Enable approval process for the solutions
• Role based solutions accessibility to technicians
• User restrictions in order to avoid complex solutions being viewed by the customers