Newsletter | September 2023

Zoho ManageEngine ServiceDesk Plus - IT service desk software

Hey there,

This September, the ServiceDesk Plus team would love to make your IT support journey more efficient, personalized, and skill-driven. Whether you're on a quest for quicker ticket resolutions, keen to assess your team's skill sets, or simply aiming to deliver personalized service experiences, here's an exciting lineup of resources that can help you achieve your goals. Let's jump right in!

Experience faster ticket resolutions by accessing Confluence knowledge articles from ServiceDesk Plus Cloud

We're thrilled to announce the newest addition to the ManageEngine Marketplace: the Confluence extension for ServiceDesk Plus Cloud. Your technicians can now seamlessly tap into the wealth of knowledge

stored in Confluence right from within their ticket workspace. The extension can intelligently fetch context-specific knowledge articles based on ticket keywords, so you can say goodbye to the hassle of switching between platforms to find the right information. Download the extension.

Optimize self-service with AI-powered virtual agents and stay ahead of the curve

Did you know that 72% of users prefer self-service options to resolve their support issues over sending an email or making a phone call? Yet their overwhelming interest isn't always reflected in the adoption rate. Why? Because users want the whole

experience to be seamless and personalized. Come explore five ways in which AI-powered virtual agents are changing the game by making self-service faster, smarter, and more effective. Explore now.

Craft an effective account management strategy to enhance service delivery and profitability

Speaking of personalized service delivery experiences, it's not always the case that an MSP finds the right tools that excel in this area. By choosing an ITSM solution with robust account management features, MSPs can boost

profitability and elevate service experiences to new heights. So, come delve into five must-have account management capabilities that can ensure efficient service delivery and enhanced client satisfaction.

Read the article now.

Identify your IT technicians' skill sets and tap into their true potential

While performance dashboards provide valuable insights into certain aspects of technician performance, they often fail to measure the depth of their expertise in tackling different challenges. A technician's true performance is intricately linked to

their skill set. That's why we've highlighted a set of skills that are important for a help desk technician to be successful. Find out how you can accurately assess technician effectiveness by quantifying their skill set.

Read the e-book.

Get ready for an exciting lineup of User Conferences, ITCONs, and more all year round

Event alert! We're delighted to bring you a lineup of tech events that aim to refine your service management game. From inspiring User Conferences to thought-provoking ITCONs, we've got it all covered. Dive into the ever-evolving world of IT

service management, where our experts will guide you in crafting agile strategies to help you stay at the forefront of industry trends. Get hands-on experience with ServiceDesk Plus, participate in detailed demos, interact with our product experts, and gain deep insights into the ITSM landscape. Register now.


That's a wrap on this edition of the ServiceDesk Plus newsletter. We'll be back with more exciting news next month.

Meanwhile, stay in touch with us on

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Until next time!

The ServiceDesk Plus team



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