• Active Directory
  • Application
  • Desktop & Mobile
  • Help Desk
  • Network
  • Server
  • IT Security
  • MSP
  • On-Demand
 
 
Device Management, made easy
Manage control and secure your workstations, mobile
devices and tablets
 
 
Help Desk for Everyone
IT Help Desk Software and Customer Support Software
 
 
Protect Your IT. Save Your Business
Build a secure fortress with our security management solutions
 
 
MSP
Manage services faster, with multi-tenanted, ITIL-ready, and unified RMM solutions
 
 
On-Demand Solutions
IT Help Desk, Active Directory, and Operations Management from the Cloud
 

Help Desk

Home » Features » Help Desk Software

ManageEngine ServiceDesk Plus is a web-based help desk solution that allows you to create, manage and track all of your help desk incidents in one place.

ServiceDesk Plus makes it easier than ever before to track incidents whether they come in through email or over the phone. This intuitive help desk solution is able to manage requests using a number of automated processes such as request routing, business rule application, SLA management and escalation management, to name a few. Easy to install, easy to implement and simple for users to access, ServiceDesk Plus is the only help desk solution you will ever need.

For a help desk system to work well, it needs to be simple to update, simple to query and highly configurable. ServiceDesk Plus is all of those things and will help you to meet resolution targets and keep your users happy.

Key Features

Self - Service Portal

Wouldn't it be great if your users could raise their own incidents and track to status of those incidents? With ServiceDesk Plus self-service portal, they can. Users can even find the solution to their problem if it exists in your Knowledge Base. You can also make announcements about planned and unexpected outages using the self-service portal. Learn more..

Knowledgebase

Keep your users informed and proactive by populating your Knowledge Base with support resolutions on a regular basis. Not only will this help users to help themselves, but technicians can also use the Knowledge Base as a resolution repository. Learn more..

Email Request

Stop copying and pasting from emails into new help desk incidents when ServiceDesk Plus can turn emails into incidents automatically. Learn more..

Multi-Site Support

ServiceDesk Plus has multi-site functionality allowing you to provide 24/7 IT support across the different sites in your organisation regardless of geographical location. Learn more..

SLA Management

Service Level Agreements help to improve customer satisfaction through timely incident resolution. ServiceDesk Plus allows you to set up different escalation levels in your help desk software that will ensure incidents are prioritised correctly and dealt with according to their SLA status. Learn more..

API Integration

Integrate your web-based help desk software seamlessly with any third party software. API integration within ServiceDesk Plus allows you to access and manage requests that have been created on other platforms. If you are migrating from another help desk platform to ServiceDesk Plus we would be delighted to help with the process.

Business Rules

Business Rules allow you to initiate the automatic assignment of incidents to specific technicians, levels, priorities and categories. Business Rules, when set up correctly, could help you to automatically assign up to 70% of incidents being raised. Learn more..

Notification Rules

Notification Rules allow you to send confirmation receipts to users and support engineers automatically. These automatic alerts can be sent out at request creation, when a change is made within a request or if the request is assigned to a team or technician. A notification can also be sent at the time of SLA violation. Learn more..

Reports

What good would a help desk solution be without robust reporting? ServiceDesk Plus allows you to build and run reports on aspects such as IT Help Desk load, SLA violations, technician performance and much more. You can also run trend analysis reports for when deeper investigation is required on a particular issue. Learn more..

User Survey

Want to know what your users think of your service? The User Survey feature within ServiceDesk Plus is a great way to receive user feedback and to improve the levels of service you provide as a team.