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Home » Support » IT Help Desk Features Checklist

IT Help Desk Features Checklist

Standard Edition

General Features
  • Easy web based access
  • Provision to create custom tracking fields
  • Minimal learning curve supported with simple user training
  • Configuration wizard to setup software
  • Data Archiving
  • Themes
  • Translations
ITIL Standards Support
  • Project Management [Optional]
Call Tracking/Request Management
  • Request modes [Email, Phone, Self-Service portal]
  • Multi-site Support
  • Manager Dashboard
  • Central repository to log and track issues
  • Auto-generation of tickets (Email, API & so on)
  • Announcements to display important crisis to the users
  • Send and receive email from the application
  • Send and receive SMS (short message services) from the application
  • Create tickets from incoming email
  • Email Parser
  • Automatic classification and routing of messages
  • Round Robin method to assign tickets
  • Ticket Load Balancing
  • Linking two similar requests
  • Request Form Customization
  • Rich text editor and ability to add attachments
  • Requests Scheduling
  • Technician Calendar
  • Technician access roles
  • Fine grained authorization
  • Creating multiple tasks for the request
  • Handling of dependent task
  • Email Spam Filter & Email Notification Filter
  • Classification and routing based on work groups
  • Instant request and workstation history
  • Request classification by category
  • Communicate priorities and severities along with the request
  • Automatic escalation of requests based on Business Rules
  • Trigger email when a business rule is matched
  • Apply business rule after editing a request
  • Continue with subsequent business rules after one rule is matched
  • Queue support to efficiently manage technicians
  • Provision to attach documents to a request
  • Manage, edit, assign, and close tickets as a group
  • Work orders for dispatching maintenance/service technicians
  • Request Closing Rules
Incident Management
  • Priority
  • Status (e.g., Open, On hold, Closed etc.)
  • Mailbox Management / Link an incident with an email
  • Incident Templates
Self-Service
  • Self-service portal included with the Help Desk
  • Is it web-based?
  • End users can create new requests
  • Check status and update existing requests
  • Update contact details
  • Search knowledge base for users
  • Access to Frequently Asked Questions (FAQs)
  • View Announcements
  • Take Approval Action
Knowledge Management
  • Access to knowledge management services for technicians
  • Approval for newly added solutions
  • Keyword search to find solutions based on request description
  • Indexed document search for faster results
  • Search history with previously resolved requests
  • Frequently Asked Questions (FAQs)
  • Rich text editor
Project Management [Optional]
  • Projects, Milestones & Tasks Integrations
  • Task Planning & Management
  • Project History
  • Effort Estimation
  • Notifications & Comments
  • Timesheet Management
  • Gantt View
  • Project Overview Map
SLA Management
  • Configure different levels of escalation
  • Automate escalations during escalation
  • First Response based SLA
  • Notify before SLA is breached
Reporting
  • Pre-built standard reports
  • Custom reports in tabular format
  • Query Builder for Reports
  • Flash Reports
  • Integration with third party reporting software like Crystal Reports
  • Reports to be exported as .csv,.xls and Pdf format
  • Reports Scheduler (Auto generation & distribution)
  • Analyze trends and performance levels
  • Real-time update on reports
  • Save and schedule customized reports
Surveys
  • Generate surveys
  • Customize questions for surveys
  • Schedule surveys
  • Set rules on when to send surveys (e.g. after so many requests from an user is closed)
  • Multi Language Surveys
Integration
  • Integration with LDAP, Active Directory (AD)
  • Integration with email and pagers
  • Apps for iPhone and android devices
  • Integration with short message services
  • Use of web services
  • APIs
Active Directory
  • Import users, rights from AD, LDAP
  • Scheduled import from Active Directory
Implementation
  • Quick and easy implementation
  • Support for open standards
  • No additional programming for client or database customization
  • Documented database
System Requirements
  • Operating Systems supported [Windows, Linux]
  • Databases supported [SQL, MySQL, Postgres]
  • Browsers supported [Firefox, Internet Explorer, Chrome]

Professional Edition

Includes all features of standard edition General Features
  • Supports ITIL Standards
ITIL Standards Support [Optional]
  • Service Catalog
  • Incident Management
  • Problem Management
  • Change Management
  • Project Management
  • Integrated CMDB [Add-On]
Call Tracking/Request Management
  • Maintenance contracts links
Service Catalog [Optional]
  • Provision to Showcase offered services
  • Service Request Templates
  • Pre - Configured Work Flow
  • Multi Stage Approval Process
  • Service Level Agreement Agreed upon Time
  • Integration with CMDB
  • Provision to add customized Service category, Resources & Services
  • Associate Multiple Tasks with dependencies to a Template
Incident Management
  • Link incidents to assets and CIs
Problem Management [Optional]
  • Problem detection and classification
  • Initiate new problem from incident
  • Initiate/Record new problem
  • Associate multiple incidents to a single problem
  • Problem Priority
  • Add analysis on root cause, impact etc.
  • Add workaround, solutions or known-error
  • Problem closure
Change Management [Optional]
  • Initiate/Record new change request
  • Initiate change request from incident/problem
  • Associate multiple incidents/problems to a change
  • Create Change Advisory Boards (CABs)
  • Send for approval to CAB members
  • Technician license required for Change request approval
  • Add impact analysis, root cause and symptoms
  • Record workarounds and solutions
  • Coordinate change implementation
  • Review changes
  • Make announcements to technicians and/or end users
Asset Management
  • Automatic discovery of workstations in the network
  • Discovery of all IP devices such as printer, scanner etc
  • Discovery and complete scan for Windows, Linux and Mac machines
  • Discovery with agents
  • Discovery without agents
  • Distributed workstation scan
  • Vendor and asset associations along with details
  • Assets and Asset relationships
  • Asset History along with the request
  • Software compliance
  • Software License Management
  • Software Agreement Management
  • Configure Asset Depreciation
  • Relationship chart explaining the relationship between assets, workstations, software, people, etc [Optional]
  • Define CI types and Relationship types [Optional]
  • Attaching documents for CIs [Optional]
  • Map view for the CI relationships [Optional]
  • Integration of incident, problem and change with CMDB [Optional]
Contracts Management
  • Create and manage contracts
  • Add information and attach documents related to contract
  • Associate contracts to Assets
  • Generate alarms before contracts expire
  • Track renewed contracts
Purchase Management
  • Manage purchase requests
  • Directly contact vendor from application
  • Integration with purchase, assets, and vendors
  • Purchase order approval system
Integration
  • Integration with Network Management software
  • Integration with remote control
  • Interface to integrate with external data
Active Directory
  • Scheduled import from LDAP

Enterprise Edition

Includes all features of professional edition General Features
  • Supports ITIL Standards
ITIL Standards Support
  • Service Catalog
  • Incident Management
  • Problem Management
  • Change Management
  • Project Management
  • Integrated CMDB
Service Catalog
  • Provision to Showcase offered services
  • Service Request Templates
  • Pre - Configured Work Flow
  • Multi Stage Approval Process
  • Service Level Agreement Agreed upon Time
  • Integration with CMDB
  • Provision to add customized Service category, Resources & Services
  • Associate Multiple Tasks with dependencies to a Template
Incident Management
  • Incident Classification
  • Record Service Requests
  • Impact
  • Priority Matrix
  • Urgency
Problem Management
  • Problem detection and classification
  • Initiate new problem from incident
  • Initiate/Record new problem
  • Associate multiple incidents to a single problem
  • Problem Priority
  • Add analysis on root cause, impact etc.
  • Add workaround, solutions or known-error
  • Problem closure
Change Management
  • Initiate/Record new change request
  • Initiate change request from incident/problem
  • Associate multiple incidents/problems to a change
  • Create Change Advisory Boards (CABs)
  • Send for approval to CAB members
  • Add impact analysis, root cause and symptoms
  • Record workarounds and solutions
  • Coordinate change implementation
  • Review changes
  • Make announcements to technicians and/or end users
Project Management
  • Projects, Milestones & Tasks Integrations
  • Task Planning & Management
  • Project History
  • Effort Estimation
  • Notifications & Comments
  • Timesheet Management
  • Gantt View
  • Project Overview Map
Asset Management
  • Relationship chart explaining the relationship between assets, workstations, software, people, etc
  • Define CI types and Relationship types
  • Attaching documents for CIs
  • Map view for the CI relationships
  • Integration of incident, problem and change with CMDB

Compare Different Editions of ServiceDesk Plus

Your Help Desk evaluation is not complete until you checkout the comparison between the different editions of
ServiceDesk Plus and the price. Here is a list prepared based on customer queries.

Features Standard Edition Professional Edition Enterprise Edition
General Features
Easy web based access
Provision to create custom tracking fields
Minimal learning curve supported with simple user training
Supports ITIL Standards
Configuration wizard to setup software
Data Archiving
Themes
Translations
ITIL Standards Support
Service Catalog Optional
Incident Management Optional
Problem Management Optional
Change Management Optional
Project Management Optional Optional
Integrated CMDB Add-On
Call Tracking/Request Management
Request modes
  • Email
  • Phone
  • Self-Service portal
Multi-site Support
Manager Dashboard
Central repository to log and track issues
Auto-generation of tickets (Email, API & so on)
Announcements to display important crisis to the users
Maintenance contracts links
Send and receive email from the application
Send and receive SMS (short message services) from the application
Create tickets from incoming email
Email Parser
Automatic classification and routing of messages
Round Robin method to assign tickets
Ticket Load Balancing
Linking two similar requests
Request Form Customization
Rich text editor and ability to add attachments
Requests Scheduling
Technician Calendar
Technician access roles
Fine grained authorization
Creating multiple tasks for the request
Handling of dependent task
Email Spam Filter & Email Notification Filter
Classification and routing based on work groups
Instant request and workstation history
Request classification by category
Communicate priorities and severities along with the request
Automatic escalation of requests based on Business Rules
Trigger email when a business rule is matched
Apply business rule after editing a request
Continue with subsequent business rules after one rule is matched
Queue support to efficiently manage technicians
Provision to attach documents to a request
Manage, edit, assign, and close tickets as a group
Work orders for dispatching maintenance/service technicians
Request Closing Rules
Service Catalog
Provision to Showcase offered services Optional
Service Request Templates Optional
Pre - Configured Work Flow Optional
Multi Stage Approval Process Optional
Service Level Agreement Agreed upon Time Optional
Integration with CMDB Optional
Provision to add customized Service category, Resources & Services Optional
Associate Multiple Tasks with dependencies to a Template Optional
Incident Management
Incident Classification
Record Service Requests
Impact
Priority Matrix
Urgency
Priority
Status (e.g., Open, On hold, Closed etc.)
Link incidents to assets and CIs
Mailbox Management / Link an incident with an email
Incident Templates
Self-Service
Self-service portal included with the Help Desk
Is it web-based?
End users can create new requests
Check status and update existing requests
Update contact details
Search knowledge base for users
Access to Frequently Asked Questions (FAQs)
View Announcements
Take Approval Action
Knowledge Management
Access to knowledge management services for technicians
Approval for newly added solutions
Keyword search to find solutions based on request description
Indexed document search for faster results
Search history with previously resolved requests
Frequently Asked Questions (FAQs)
Rich text editor
Problem Management
Problem detection and classification Optional
Initiate new problem from incident Optional
Initiate/Record new problem Optional
Associate multiple incidents to a single problem Optional
Problem Priority Optional
Add analysis on root cause, impact etc. Optional
Add workaround, solutions or known-error Optional
Problem closure Optional
Change Management
Initiate/Record new change request Optional
Initiate change request from incident/problem Optional
Associate multiple incidents/problems to a change Optional
Create Change Advisory Boards (CABs) Optional
Send for approval to CAB members Optional
Technician license required for Change request approval Optional
Add impact analysis, root cause and symptoms Optional
Record workarounds and solutions Optional
Coordinate change implementation Optional
Review changes Optional
Make announcements to technicians and/or end users Optional
Project Management
Projects, Milestones & Tasks Integrations Optional Optional
Task Planning & Management Optional Optional
Project History Optional Optional
Effort Estimation Optional Optional
Notifications & Comments Optional Optional
Timesheet Management Optional Optional
Gantt View Optional Optional
Project Overview Map Optional Optional
Asset Management
Automatic discovery of workstations in the network
Discovery of all IP devices such as printer, scanner etc
Discovery and complete scan for Windows, Linux and Mac machines
Discovery with agents
Discovery without agents
Distributed workstation scan
Vendor and asset associations along with details
Assets and Asset relationships
Asset History along with the request
Software compliance
Software License Management
Software Agreement Management
Configure Asset Depreciation
Relationship chart explaining the relationship between assets, workstations, software, people, etc Optional
Define CI types and Relationship types Optional
Attaching documents for CIs Optional
Map view for the CI relationships Optional
Integration of incident, problem and change with CMDB Optional
Contracts Management
Create and manage contracts
Add information and attach documents related to contract
Associate contracts to Assets
Generate alarms before contracts expire
Track renewed contracts
Purchase Management
Manage purchase requests
Directly contact vendor from application
Integration with purchase, assets, and vendors
Purchase order approval system
SLA Management
Configure different levels of escalation
Automate escalations during escalation
First Response based SLA
Notify before SLA is breached
Reporting
Pre-built standard reports
Custom reports in tabular format
Query Builder for Reports
Flash Reports
Integration with third party reporting software like Crystal Reports
Reports to be exported as .csv,.xls and Pdf format
Reports Scheduler (Auto generation & distribution)
Analyze trends and performance levels
Real-time update on reports
Save and schedule customized reports
Surveys
Generate surveys
Customize questions for surveys
Schedule surveys
Set rules on when to send surveys (e.g. after so many requests from an user is closed)
Multi Language Surveys
Integration
Integration with Network Management software
Integration with LDAP, Active Directory (AD)
Integration with email and pagers
Apps for iPhone and android devices
Integration with remote control
Interface to integrate with external data
Integration with short message services
Use of web services
APIs
Active Directory
Import users, rights from AD, LDAP
Scheduled import from Active Directory
Scheduled import from LDAP
Implementation
Quick and easy implementation
Client Software
Support for open standards
No additional programming for client or database customization
Documented database
System Requirements
Operating Systems supported    
  • Linux
  • Windows
Databases supported      
  • Oracle
  • SQL
  • MySQL
  • Postgres
Browsers supported      
  • Firefox
  • Internet Explorer
  • Chrome
Pricing
Number of Technicians Standard Edition
Free up to 5 Technicians
Professional Edition
2 Technicians & 250 assets Starts at $ 395
Enterprise Edition
2 Technicians & 250 assets Starts at $ 995
Number of Users (Callers, End users) Unlimited Unlimited Unlimited
Training available
Large scale consulting and implementation
Trial Software Version
Is a trial version available?
No of days for trial version? 30 30 30
Are there any feature limits in the trial version?
No of technicians supported in trial version 5 5 5
No of assets supported in trial version 200 200 200
Technical support available during evaluation