# On-Premises vs. Cloud

ServiceDesk Plus

Comparação de recursos

Última atualização: 07 de maio de 2026

| Recurso | On-Premises | Cloud |
|---|---|---|
| Disponibilidade | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Não disponível | - | - |

## Geral

| Recurso | On-Premises | Cloud |
|---|---|---|
| Acesso baseado na web | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Campos de rastreamento personalizados | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Curva de aprendizado mínima, treinamento simplificado | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Suporte às melhores práticas de ITSM | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Assistente de configuração de software | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Arquivamento de dados | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Transmissão de mensagens e notificações pelo técnico | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Estatísticas de uso de funções personalizadas | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| E-mail secundário para técnicos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Gerenciamento de sites e grupos para técnicos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Extensões | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Visualizações de lista redimensionáveis entre módulos | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Visualizações web adaptativas e responsivas em diferentes dispositivos | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Suporte a múltiplas moedas com taxa de câmbio | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Suporte a múltiplas moedas com configuração de taxa de câmbio | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Controles de acessibilidade para uma experiência inclusiva | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Preenchimento de dados de exemplo entre módulos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Modo FIPS | ![](https://www.manageengine.com/products/service-desk/images/available.png) | - |

## Suporte às melhores práticas de ITSM

| Recurso | On-Premises | Cloud |
|---|---|---|
| Catálogo de serviços | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Gerenciamento de incidentes | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Gerenciamento de problemas | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Gerenciamento de mudanças | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Gerenciamento de liberações | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Gerenciamento de ativos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| CMDB integrado | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Gestão de compras | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Gerenciamento de contratos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Gerenciamento de projetos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Gestão do conhecimento | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Módulos personalizados | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |

## Gerenciamento de solicitações e rastreamento de chamados

| Recurso | On-Premises | Cloud |
|---|---|---|
| **Modos de abertura de solicitação: e-mail, telefone, chat, portal de autoatendimento** |  |  |
| Email | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Telefone | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Chat | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Portal de autoatendimento | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Personalização do portal de autoatendimento para técnicos e solicitantes separadamente | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Adição, exclusão, reorganização e redimensionamento de widgets personalizados | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Suporte a múltiplos locais | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Suporte a idiomas com escrita da direita para a esquerda | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Repositório central para registrar e rastrear problemas | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Geração automática de tickets | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Anúncios direcionados ao usuário | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Envio e recebimento de e-mails pelo ServiceDesk Plus | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Mesclagem automática de respostas de e-mail como conversas | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Envio e recebimento de mensagens SMS pelo ServiceDesk Plus | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Analisador de e-mail | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Classificação e roteamento automático de mensagens | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Encaminhamento de solicitação, manual e automático | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Personalização do formulário de solicitação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Criação de cartões de ajuda em modelos de solicitação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Formulários de solicitação dinâmicos com regras de campo e de formulário | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Vinculação de duas solicitações semelhantes | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Mesclagem de solicitações de serviço | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Editor de rich text e suporte a anexos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Agendamento de solicitação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Configuração de horas de funcionamento específicas por grupo, site e horários especiais | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Calendário do técnico | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Colaboração em solicitações em tempo real | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Compartilhamento de solicitação com usuários finais e agentes | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Acompanhamento de atualizações de solicitação | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Compartilhamento de uma solicitação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Funções de acesso do técnico | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Permissões granulares | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Criação de múltiplas tarefas por solicitação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Tratamento de tarefas dependentes | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Filtros de spam de e-mail e de notificação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Classificação e roteamento por grupos de trabalho | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Histórico instantâneo de solicitação e workstation | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Filtros de histórico de solicitação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Classificação de solicitação por categoria | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Visualização combinada de solicitação e tarefa | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Níveis de prioridade e gravidade para solicitações | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Escalação automática de solicitações com base em regras de negócios | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Acionamento de e-mail quando uma regra de negócios é correspondida | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Aplicação de regra de negócios após edição de solicitação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Continuação com regras de negócios subsequentes após correspondência de uma regra | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Execução encadeada de regras de negócios | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Suporte a filas para gerenciamento eficiente de técnicos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Anexo de documentos a uma solicitação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Gerenciamento, edição, atribuição e encerramento de tickets em grupo | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Regras de encerramento de solicitação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Encerramento automático de ticket mediante recusa de uma solicitação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Painel do gerente | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Atribuição de tickets em round-robin | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Balanceamento de carga de tickets | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Importação de categorias, subcategorias e itens via CSV | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Configuração do menu de ações da solicitação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Configuração de workflows com acionadores personalizados | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Ações personalizadas: crie suas próprias ações com base nos requisitos do negócio | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) (scripts personalizados) |
| Solicitação de esclarecimentos para aprovações | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Regras de negócios: crie ações baseadas em condições para atender às necessidades do negócio | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Recuperação de solicitações excluídas | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Permissão para técnicos adicionarem comentários a qualquer mudança de status em uma solicitação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Ciclo de vida da solicitação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Configuração de workflows de solicitação com funções personalizadas | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Agilização do atendimento de solicitações com workflows | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Controle guiado de workflows de solicitação com transições de usuário | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Atribuição automática de técnico | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Técnico de backup | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Aprovadores de backup | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Visualização Kanban | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Migração de dados entre instâncias (ESM) | ![](https://www.manageengine.com/products/service-desk/images/available.png) | - |
| Acionadores para subentidades de solicitação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Movimentação de solicitações entre instâncias | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Temporizadores para acionadores | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Banners de anúncio | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Adição de tags a solicitações para indexação por palavras-chave | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Acompanhamento de progresso com checklists | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Envio de notificações para canais do Microsoft Teams no módulo de solicitações | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Personalização do layout de solicitação para técnicos e solicitantes | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |

## Autoatendimento do usuário final

| Recurso | On-Premises | Cloud |
|---|---|---|
| Portal de autoatendimento | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Autoatendimento acessível pela web | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Usuários finais podem abrir novas solicitações | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Usuários finais podem verificar o status e atualizar solicitações existentes | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Usuários finais podem atualizar seus dados de contato | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Base de conhecimento pesquisável | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Sugestões automáticas de soluções e anúncios durante a abertura da solicitação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Personalização do portal de autoatendimento | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Suporte para solicitantes abrirem solicitações de mudança | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Solicitantes podem editar as próprias solicitações | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Personalização do portal do usuário final | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Acesso ao widget de consumíveis na página inicial | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Rastreamento de ativos atribuídos aos usuários pelo portal de autoatendimento | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Permissão para solicitantes reconhecerem e auditarem ativos pelo portal de autoatendimento | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Modelos específicos por setor para experiências personalizadas | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |

## Gestão do conhecimento

| Recurso | On-Premises | Cloud |
|---|---|---|
| Acesso de técnicos aos serviços de gerenciamento de conhecimento | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Processo de aprovação para soluções recém-adicionadas | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Pesquisa por palavra-chave para encontrar soluções com base na descrição da solicitação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Pesquisa de documentos indexados para resultados mais rápidos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Histórico de pesquisa, incluindo solicitações previamente resolvidas | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Editor de rich text | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Avaliação positiva ou negativa de soluções | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Comentários | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Vinculação de soluções | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Exibição de solicitações resolvidas com uso de uma solução específica | ![](https://www.manageengine.com/products/service-desk/images/available.png) | - |
| Datas de validade das soluções | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Datas de revisão para soluções | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Incorporação de vídeo | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Configuração de campos adicionais | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Proprietário da solução | ![](https://www.manageengine.com/products/service-desk/images/available.png) | - |
| Usuários não autenticados podem visualizar soluções | ![](https://www.manageengine.com/products/service-desk/images/available.png) | - |
| Configuração de modelos de solução para criação e publicação rápida de artigos de KB | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Lixeira de soluções | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Controle de versões de soluções | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |

## Gerenciamento de SLA

| Recurso | On-Premises | Cloud |
|---|---|---|
| Configuração de SLAs para incidentes e solicitações de serviço | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Configuração de SLAs para mudanças | ![](https://www.manageengine.com/products/service-desk/images/available.png) | - |
| Configuração de diferentes níveis de escalação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Escalações automáticas | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Notificações antes e após a violação de um SLA | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| SLAs baseados em primeira resposta | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |

## Relatórios

| Recurso | On-Premises | Cloud |
|---|---|---|
| Relatórios padrão pré-configurados | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Relatórios personalizados | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Relatórios instantâneos | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Integração com software de relatórios de terceiros, como Crystal Reports | ![](https://www.manageengine.com/products/service-desk/images/available.png) | - |
| Exportação de relatórios para CSV, XLS ou PDF | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Agendador de relatórios, geração e distribuição automáticas | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Análise de tendências e níveis de desempenho | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Atualizações em tempo real incluídas nos relatórios | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Salvar e agendar relatórios personalizados | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Relatórios de query para desenvolvedores | ![](https://www.manageengine.com/products/service-desk/images/available.png) | - |
| Widgets personalizados a partir de relatórios | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Dashboard de atividades com widgets de tabela e gráfico | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |

## Gerenciamento de ativos

| Recurso | On-Premises | Cloud |
|---|---|---|
| Formulários de ativo personalizados por tipo de produto | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Leitura de código de barras | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Leitura de QR code | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Leitura de RFID | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Personalização de etiquetas para códigos de barras e QR codes | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Descoberta automática de workstations | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Descoberta de todos os dispositivos IP, como impressoras e scanners | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Descoberta e verificação completa para máquinas Windows, Linux e Mac | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Varredura distribuída de workstation | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Varreduras de rede e importação de arquivos para montar inventário de ativos de TI | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Validação de credenciais de máquinas remotas ao usar um probe | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Importação de licenças de software via CSV | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Associações de fornecedores e ativos com seus respectivos detalhes | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Ativos e relacionamentos entre ativos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Histórico de ativos com lista de solicitações associadas | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Conformidade de software | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Medição de uso de software | ![](https://www.manageengine.com/products/service-desk/images/available.png) | - |
| Suporte a licença de acesso de cliente e licenciamento por volume | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Varredura dinâmica da rede ou importação de arquivos para criar lista de ativos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Controle remoto | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Empréstimo de ativos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | - |
| Reserva de ativos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Reabastecimento de ativos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Rastreamento aprimorado de limites de licença para ativos e técnicos | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Acionadores e ações personalizadas para ativos | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Rastreamento e gerenciamento de consumíveis | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Reabastecimento de consumíveis | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Importação de fornecedores e associação a ativos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Widgets no dashboard de ativos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Rastreamento da idade dos ativos | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Ciclo de vida dos ativos | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Governança completa de ativos com workflows | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Controle guiado de workflows de ativos com transições de usuário | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Configuração de acionadores personalizados para ativos | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Associação de ativos a solicitações, problemas, mudanças e liberações | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Atribuição automática de ativos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Controle de acesso granular a ativos | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Reconhecimento de ativos | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Notificações personalizadas para ativos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Auditoria de ativos | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Rastreamento de detalhes de alocação de ativos por usuário | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Relação hierárquica entre tipos de produto pai e filho | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |

## Gestão de compras

| Recurso | On-Premises | Cloud |
|---|---|---|
| Gerenciamento de pedidos de compra | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Contato com fornecedores diretamente da aplicação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Integração entre compras, ativos e fornecedores | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Sistema de aprovação de pedidos de compra | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Agendamento de notificações de lembrete de aprovação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Adição de detalhes de fatura aos pedidos de compra | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Reconciliação de ativos adquiridos com ativos identificados por varredura | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Solicitações de compra | ![](https://www.manageengine.com/products/service-desk/images/available.png) | - |
| Mapeamento de pedido de compra para solicitação de serviço | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Modelos de configuração de pedido de compra | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Pedidos de compra baseados em site | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Acionadores personalizados para pedidos de compra | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Conversas em pedidos de compra | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Códigos contábeis e centros de custo | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Códigos contábeis e centros de custo por item | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Importação de pedidos de compra | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Suporte a campos adicionais | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Dashboard de compras | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Menu personalizado para compras | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Temporizadores para acionadores | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Acionadores para compras e subentidades | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |

## Catálogo de serviços

| Recurso | On-Premises | Cloud |
|---|---|---|
| Registro de solicitações de serviço | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Gerenciamento de categorias e serviços | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| SLAs | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Aprovação de solicitações de serviço | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Agendamento de notificações de lembrete de aprovação | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Adição de tarefas a solicitações de serviço | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Adição de recursos ao catálogo de serviços | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Gerenciamento do catálogo para diferentes grupos de usuários | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Classificação de categorias de serviços de TI e de negócios | ![](https://www.manageengine.com/products/service-desk/images/available.png) | - |
| Relação hierárquica entre categorias de serviço pai e filho | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |

## Gerenciamento de incidentes

| Recurso | On-Premises | Cloud |
|---|---|---|
| Registro e classificação de incidentes | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Registro de solicitações de serviço | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Impacto | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Urgência | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Prioridade | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Configuração de status, como aberto, em espera ou encerrado | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Vinculação de incidentes a ativos e itens de configuração (CIs) | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Modelos de incidente | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Criação de cartões de ajuda em modelos de incidente | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Configuração de workflows de incidente com funções personalizadas | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Solicitação de esclarecimentos para aprovações | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |

## Gerenciamento de problemas

| Recurso | On-Premises | Cloud |
|---|---|---|
| Detecção e classificação de problemas | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Criação de um novo problema a partir de um incidente | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Registro de um novo problema no módulo de problemas | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Associação de múltiplos incidentes a um único problema | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Prioridade do problema | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Adição de análises sobre causa-raiz, impacto, etc. | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Adição de soluções de contorno, soluções ou erros conhecidos | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Aprovações de problema | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Encerramento do problema | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Ciclo de vida do problema | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Padronização do gerenciamento de problemas com workflows visuais | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Controle guiado de workflows de problema com transições de usuário | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Configuração de workflows de problema com funções personalizadas | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Modelos de problema | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Personalização do layout das seções de análise e soluções nos modelos de problema | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Regras de formulário de problema | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Múltiplas associações de mudança | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Associação de problemas a liberações | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Registro de mudanças iniciadas e causadas por uma liberação | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Acionadores e ações personalizadas para problemas | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Conversas | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Fornecimento de soluções de contorno e resoluções por meio de soluções | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Menu personalizado | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Temporizadores em acionadores personalizados e workflows de problema | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Cópia de problema | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Associação de ativos e CIs ao ticket de problema | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Acionadores para subentidades de problema | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Widgets personalizados para problemas | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Recuperação de problemas excluídos, lixeira | - | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Código de encerramento | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |
| Scripts personalizados para problemas | ![](https://www.manageengine.com/products/service-desk/images/available.png) | ![](https://www.manageengine.com/products/service-desk/images/available.png) |