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Help Desk Management
ManageEngine Service Desk Plus is a help desk management software that allows you to track all the help desk emails and phone calls effectively at a single place. It helps you to manage the requests by enabling several automated processes like request routing, business rule application, SLA management and escalation management. It's easy to install, implement and provides a good user experience.
Customer Recommends
ServiceDesk Plus offers Help desk managers the right set of features that are simple and easy to use. It helps them focus on winning user's satisfaction without having struggle with technology and tools.
Key Features 
 The web-based Self-service Portal reduces the help desk call volume to a greater extent by helping the user to raise their own requests, tracking the statuses of their requests and browsing through the available solutions before they report an issue. Keep the end user informed about the major outages or down-times by adding announcements in their self-service Portal.  Create a robust knowledge-base in your helpdesk application for the users to find their solutions before raising a request using ServiceDesk Plus. This also helps the technicians to reduce the turn-around-time in finding the resolution for an issue.  Automatically get all your emails to the helpdesk application and convert them in to requests. Whenever user sends an email, ServiceDesk Plus fetches that email and logs in as a request, which can be tracked by the user in his self-service portal.  Give solution to a request within the defined resolution time and improve the customer satisfaction by defining your SLA and setting up different escalation levels for the SLA violations in your help desk management software. This helps you to prioritize the request and set different colors to the priority level.  Enable auto-dispatch of requests to different levels, priorities, categories, technicians etc., by using business rules. Around 70 percent of the requests coming to your help desk management software get assigned automatically into appropriate classifications based on the business rules.  Send confirmation receipts to the users and support engineers automatically from your help desk management software by enabling notification rules. Get these automatic alerts from ServiceDesk Plus at the time of request logging or a change inside the request or whenever the request gets assigned to a technician or a group or at the time of SLA violations.  Integrate your help desk management solution with any thirdparty software with API integration and manage your events or requests created else where.  Get to know the satisfaction level on the issue resolution and the technicians competent level by enabling user-survey. This helps to streamline your IT service and improve the customer service to a greater extent. Other Links
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