Helpdesk Software Product Roadmaps

(Cloud)

These product roadmaps provide an overview of what is coming in the future releases of ServiceDesk Plus Cloud - the full-stack ITSM suite, with tentative release schedules. If you would like to see a new feature or vote on suggested features in future releases of ServiceDesk Plus Cloud, make sure to visit https://pitstop.manageengine.com/portal/community/servicedesk-plus-cloud/filter/idea

Updated on 23 September 2024

Roadmap Workflow

Work In Progress

In Testing

Request

  • Cliq Integration
  • Add template image
  • Enhancements
    • Request replies
    • Conversation
  • Need more Info for approvals
  • Zoho Flow Integration

Projects

  • Enhancements
    • Search and sort Milestones and Tasks

Assets

  • Product type additional fields and form customization
  • Asset Audit
  • Asset allocation search based on user/department for Asset Managers

CMDB

  • Modify CI type of an existing CI in CMDB

ZIA

  • Sentiment analysis for request

In Implementation

Requests

  • Reports on request resource
  • Approval Reports
  • Multiselect lookup fields
  • Enhancements
    • Business Rules
  • Business rule and trigger updates in request history
  • Auto approval options enhancement
  • Business Rule support Request Tasks

Assets

  • Associate consumable quantities with Assets
  • Enhancements:
    • Processor/Core-based Licensing

CMDB

  • CMDB Baseline

Solutions

  • Solution Versioning

Change

Enhancements
  • Change Form Rules
  • Use Custom Scripts to modify change forms dynamically based on user input
  • Change Roles
    • Users can now create custom views for changes based on change roles
    • Change roles can now be used as a search criteria in Change Triggers, Change Workflows, Change Custom Menu
Change Form Rule Enhancements
  • Support for other layout fields in change form rules.

Checklists

  • Checklists as Custom Actions
  • Checklists for Trigger, Lifecycle, Workflow, and Timer Action.
  • In the request new form, providing an option to select or deselect checklists associated with request templates.
  • Adding Checklist actions to custom scripts for set, unset, show, and hide checklist.
  • For new incident/service form rules, users can apply form rules to specific templates or all templates to execute desired checklist actions (set, unset, show, hide)
  • Apply sub-entity trigger conditions for checklist items in request triggers.
  • Report generation for checklists and checklist items.

Zia

Request
  • Find similar requests on the create/edit page
  • Zia dashboard widget
Blended conversations
  • Swedish support for Blended Conversation builder and chatbot

Space Management

  • Room booking

Setup

  • Custom SMS gateway feature

Home

  • Kanban view for global tasks
  • Color code to represent leave types based on scheduler and technician availability
  • Announcements Enhancement:
    • Publish announcements on the banner at scheduled times.
    • Always display announcements on the banner until the scheduled time expires.
    • Provide a list of all announcements created within the module details page (Request, Change, Problem, Release)
    • Capture the source module details in Announcement details
    • Follow Announcements - Enable users to follow announcements for updates notifications
    • Announcement Comments - Allow technicians to comment on announcement updates.
    • Announcement Template - Administrators can set predefined announcements as templates.
    • Customize announcement permissions for new custom roles.
    • Enable publishing announcements exclusively for user groups or technician groups.

Projects

  • Task template layout customization and additional fields support
  • Configure parent fields in task template and display them in tasks
  • Gantt Enhancements
    • Pagination support
    • Export as PDF
    • Multiple column support
    • Resize columns and reorder chart
  • Project Settings
    • Configurations for project management
    • Automatic scheduling for projects, milestones and tasks
      • Time boundary restrictions
      • Task dependency based time restrictions
    • Automatic calculation of actual times and costs for projects, milestones and tasks
      • Bottom up calculation of actual time (Work-log > Task > Milestone > Project)
      • Bottom up calculation of actual cost (Work-log > Task > Milestone > Project)
    • Bottom up calculation of estimated effort (Task -> Milestone -> Project)

Contracts

  • Contract associations with
    • Purchase

Purchase

  • GST and Tax additional fields

Problem Management

  • Problem Dashboard Enhancements
  • Problem Proactive
    • Periodic notification of probable problems identified from similar requests based on subject and description.
    • Manual triggering of problem identification from quick actions.
    • Ability to associate existing problems/new problems with requests within groups
  • Technician group based scoping for Problem Template.
  • Reply template for problem.
  • Changing problem to change association in relationship entity.
  • Problem Owner can view their Problem without problem view permission

Release

  • Enhancements
    • Release Template
    • Customizable layout for all stages
    • Release Form Rules
  • Configure custom scripts to modify release forms dynamically based on user input
  • Change Association Enhancement :
    • Many-to-many relationship to enable associating one change with several releases
  • Project Association Enhancement :
    • Many-to-many relationship to enable associating a project with several releases
    • Associating milestones of the project with a release
  • Linking releases to provide phased release deployments

Integrations and Other Enhancements

  • UEM Cloud. Scan assets and take remote control using DC Cloud agents

Mobile Apps

IOS and Android
  • Create Service Request Approval
  • Reply templates
  • Move request across instances
  • Individual conversation reply
  • Request group filters
  • Convert Incident Request to Service Request.
  • Asset acknowledgement
  • Asset audit
  • Asset loan
  • Consumables
  • Template support
  • Trigger action
  • Topic wise listing
  • Release Module
  • RFID Support

Maintenance

  • Scheduler Enhancements

UI Design

Setup

  • Template and Layout Customization Enhancements
  • Support for assigning multiple users into an organization role for an entity.

Requests

  • Similar tickets for requests
  • Drafts enhancements
  • Threaded Conversations
  • Multi level Service Categories
  • SLA Support form Request Tasks

General

  • Full-fledged REST API for all modules.

Contracts

  • E-Signature support in contracts
  • Contract Approvals

Projects

  • Agile Project Management
    • SCRUM

Changes

  • Change collision detection: While scheduling a change, check for conflicts to ensure effective resource utilization.
  • Risk Assessment.
  • Link changes
  • Integration with JIRA Project, Tasks, and Bugs with Change across stages

Zia

  • Zia Floating Icon

Problem Management

  • Problem Template Layout Customization
  • Problem Business Rule

Purchase

  • Return Item from PO
  • Vendor Management
    • Registered vendors
    • Black listed vendors

Integrations and Other Enhancements

  • Remote Access Support & Control Integrations
    • BeyondTrust (formerly Bomgar)

ASSET

  • Custom List view Filter
  • Form and Fields rules for Asset Template
  • Detailed Asset View for Requesters

CMDB

  • Modify CI configurations and relationships through Change Requests
  • Dashboard for CMDB
  • Data Quality
    • Preferred fields
    • Stale CI's
    • Orphan CI's

General

Support Transitions in Workflow
  • Add transitions to the status output connectors of workflow to ensure a controlled and restricted flow between statuses. Transitions can be defined with user scope/mandatory rules /action rules for allowing the status change with required conditions and actions via this transition.
  • Support for configuring user scope and mandatory rules for the statuses configured in workflow.

In Planning

ESM Enhancements

  • Customize labels based on help desk instances.

Home

  • Request Dashboard Enhancements
    • Average response and resolution time by Technician/Group/Requests
    • Average response and resolution time By SLA
    • Compliance
  • Dashboards Enhancements

Requests

  • Condition based request approval
  • Applying Form Rules in Details page

Projects

  • Field And Form Rules

Assets

  • IT Store Movement: Manage and track asset movement between stores.
  • RFID Integration: Implement automatic tracking of asset location and movement.
  • Checkin/Checkout: Track entry and exit of IT assets by using barcode and QR code.
  • Asset Booking: Enable end users to book and loan company-owned equipment from a centralized location.
  • Maintenance Plan and Scheduling for Assets / Equipment

Software

  • Software Metering
  • Automatic License Allocation

CMDB

  • Service Availability Management: Provide availability reporting for business-critical systems, databases, or other services.
  • Field and form rules for CMDB
  • CMDB Status
  • Integrations with ApplicationManager:
    • Automate mapping relationships for all configuration items (CIs) in your IT infrastructure

Solutions

  • Link requests to already tried solution

Maintenance

  • Maintenance for Tasks

ZIA

Blended Conversation
  • Allow technicians with administrative privileges to access blended conversations
  • Zia And Blended Conversations Usage Metric
ChatGPT Integration
  • Zoho Key Support Model for ChatGPT and all other vendors supported by Platform AI.

Problem Management

  • Problem FGA
    • Fine-grained access for sub-entities like Add/Edit & Delete Problem Tasks, Delete Others Problem Note.
    • Fine-grained access to modify Root Cause, Resolution & Workaround
  • Root Cause Analysis Enhancement
    • Template for RCA.
  • Problem Proactive
    • Auto-create | Auto-Suggest problem based on incident trend.
    • Provid options to identify similar requests based on other fields (eg. category, subcategory)
    • Ability to link all requests within a similar request group.
    • Ability to create announcements for recurring similar requests.
  • Closure Rule Enhancements

Release Management

  • Release Components & Versioning.

Space Management

  • Floor plan integration
  • User Association with space

Custom Module

  • Workflow for Custom Module.
  • Sub Form Field Type

Audit Logs

  • Support for exporting Audit Logs

Let's support faster, easier, and together

Let's support faster, easier, and together