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Module | Features | Standard Edition(Help Desk Only) | Professional Edition(Help Desk + Asset Management) | Enterprise Edition(Help Desk + Change + Asset + Project) |
|---|---|---|---|---|
| Help Desk Management | Yes | Yes | Yes | |
| Mail Server Settings | Automatic email to ticket conversion | Yes | Yes | Yes |
| Self-Service Portal | Yes | Yes | Yes | |
| Knowledge Base | Likes/Dislikes | Yes | Yes | Yes |
| Public/Private/Shared | Yes | Yes | Yes | |
| Approve/Reject | Yes | Yes | Yes | |
| Home | Dashboard (Technician, CIO, External Widgets) | Yes | Yes | Yes |
| Request Delegation* | Yes | Yes | Yes | |
| Announcements | Yes | Yes | Yes | |
| Technician Schedular (Calendar) | Yes | Yes | Yes | |
| Reminders | Yes | Yes | Yes | |
| Resource Management | Yes | Yes | Yes | |
| Zia Dashboard | Yes | Yes | Yes | |
| User Management | AD Import | Yes | Yes | Yes |
| SAML Authentication | Yes | Yes | Yes | |
| CSV import | Yes | Yes | Yes | |
| Automation | SLA Management | Yes | Yes | Yes |
| Business Rules | Yes | Yes | Yes | |
| Request Life Cycle | Yes | Yes | Yes | |
| Technician Auto Assign (Round Robin/Load Balancing/Zia) | Yes | Yes | Yes | |
| Schedules | NA | NA | Yes | |
| Preventive Maintenance Tasks | Yes | Yes | Yes | |
| Notification Rules | Yes | Yes | Yes | |
| Custom Actions | NA | NA | Yes | |
| Incident Management | Yes | Yes | Yes | |
| Resource Management | Yes | Yes | Yes | |
| User Survey | Survey Settings | Yes | Yes | Yes |
| Survey Results | Yes | Yes | Yes | |
| Service Management | Service Catalog | Add-on | Add-on | Yes |
| Customize Templates | Yes | |||
| Resource Info | Yes | |||
| Hardware Asset Management | Automatic Asset Discovery (Windows, Network, and Remote) | NA | Yes | Yes |
| Asset Life Cycle/Workflow | Yes | Yes | ||
| Asset Audit | Yes | Yes | ||
| Asset Acknowledgement | Yes | Yes | ||
| Asset Fine Grained Access | Yes | Yes | ||
| Asset Loan | Yes | Yes | ||
| Asset Replenishment | Yes | Yes | ||
| Barcode/QRCode scanning, generation and printing | Yes | Yes | ||
| Asset Auto-Assign | Yes | Yes | ||
| Track and manage consumables | Yes | Yes | ||
| SCCM Integration | Yes | Yes | ||
| Attended remote support: (Free for up to one concurrent session) | Yes | Yes | Yes | |
| Unattended remote access (Add-on): | NA | Add-on | Add-on | |
| Asset Acknowledgement, powered by GenAI | NA | Yes | Yes | |
| Software Asset Management | Software Discovery | NA | Yes | Yes |
| Standard, Upgrade, Downgrade, and Suite License | Yes | Yes | ||
| License Agreement | Yes | Yes | ||
| Service Packs | Yes | Yes | ||
| Software compliance | Yes | Yes | ||
| CMDB | Relationships | NA | Add-on | Yes |
| Association with ITAM and ITSM | Yes | |||
| Purchase Management | NA | Yes | Yes | |
| Contract Management | NA | Yes | Yes | |
| Problem Management | Add-on | Add-on | Yes | |
| Problem Workflow | Incident to Problem Association | Add-on | Add-on | Yes |
| Problem Analysis | Yes | |||
| Workaround and Solution | Yes | |||
| Communication | Yes | |||
| Problem Closure Rules | Yes | |||
| Problem Prediction | Yes | |||
| Technician Prediction for Problems | Yes | |||
| Change Management | Change Types (Standard, Major, Minor, Significant) | Add-on | Add-on | Yes |
| Change Templates | Yes | |||
| Change Workflow Builder | Yes | |||
| Change Advisory Board | Yes | |||
| Change Roles | Yes | |||
| Change Calendar | Yes | |||
| Change History | Yes | |||
| ITSM and CMDB Association | Yes | |||
| Change Risk Prediction | Yes | |||
| Release Management | Release Templates | Yes | ||
| Release Workflow Builder | Yes | |||
| Release Roles | Yes | |||
| Release Calendar | Yes | |||
| Release History | Yes | |||
| ITSM and CMDB Association | Yes | |||
| Project Management | Project Templates | Add-on | Add-on | Yes |
| Gantt Chart | Yes | |||
| Import from Microsoft Projects | Yes | |||
| Resource Management | Yes | |||
| Association with Request or Change | Yes | |||
| Reporting | Default Canned Reports | Yes | Yes | Yes |
| Tabular or Matrix Reports | Yes | Yes | Yes | |
| Analysis Reports | Yes | Yes | Yes | |
| Summary Reports | Yes | Yes | Yes | |
| Audit Reports | Yes | Yes | Yes | |
| Schedule Reports | Yes | Yes | Yes | |
| Apps and Addons | Live chat | Add-On | Add-On | Add-On |
| SMS gateway | Yes | Yes | Yes | |
| Integrations | Analytics Plus | Yes | Yes | Yes |
| Microsoft Teams | Yes | Yes | Yes | |
| Outlook Actionable Message | Yes | Yes | Yes | |
| Microsoft Azure | Yes | Yes | Yes | |
| Office 365 Calendar Sync | Yes | Yes | Yes | |
| Jira | Yes | Yes | Yes | |
| Slack | Yes | Yes | Yes | |
| Endpoint Central | NA | Yes | Yes | |
| ADManager Plus | NA | NA | Yes | |
| Zapier | Yes | Yes | Yes | |
| Team Viewer | NA | NA | Yes | |
| Cloud Telephony | NA | NA | Yes | |
| Developer Space | Custom Functions* | NA | NA | Yes |
| API | Yes | Yes | Yes | |
| Data Management | Import/Export | Yes | Yes | Yes |
| Data Archiving | Yes | Yes | Yes | |
| Privacy Settings | PII fields | Yes | Yes | Yes |
| Anonymous and Erase PII | Yes | Yes | Yes | |
| Predictive AI | Template Prediction | Yes | Yes | Yes |
| Category Prediction | Yes | Yes | Yes | |
| Sub Category Prediction | Yes | Yes | Yes | |
| Item Prediction | Yes | Yes | Yes | |
| Priority Prediction | Yes | Yes | Yes | |
| Group Prediction | Yes | Yes | Yes | |
| Technician Prediction | Yes | Yes | Yes | |
| Sentiment Analysis | Yes | Yes | Yes | |
| Solution Assist | NA | NA | Yes | |
| Generative AI | Ask Questions (public LLM search) | Yes | Yes | Yes |
| Code Generator | NA | NA | Yes | |
| Conversation Summary | Yes | Yes | Yes | |
| GenAI-powered conversation within the Teams chatbot (Provided the Microsoft Teams integration is enabled) | Yes | Yes | Yes | |
| Reply Assist | Yes | Yes | Yes | |
| Request Auto-Approval | Yes | Yes | Yes | |
| Text Assist | Yes | Yes | Yes | |
| Solution Generator | Yes | Yes | Yes | |
| Choice of LLM - Zia LLM (hosted in ManageEngine data centers), ChatGPT, and Azure OpenAI | Yes | Yes | Yes | |
| Conversational AI | Zia Chatbot | Yes | Yes | Yes |
| Blended Conversations | Yes | Yes | Yes | |
| Voice chat through the mobile app | Yes | Yes | Yes | |
See our pricing page for more details. | ||||