Helpdesk Software Features

The Complete Help Desk for MSPs

SDP MSP Workflow Diagram
  • With the Change Management in ServiceDesk Plus MSP implement changes in a controlled and structured environment which reduce the impact in systematic approach. This change management process goes through a complete approval cycle depending on the type of change.

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  • Quickly access key performance indicators of your service desk without writing complex database queries, and proactively identify avenues for service improvement, client acquisition, revenue generation, and new service offerings.

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  • Billing feature in ServiceDesk Plus MSP lets you to enable the managed services business model through accurate billing for multiple accounts, so you no longer need to juggle with multiple tools and manually track and bill for services rendered.

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  • ServiceDesk Plus MSP is a perfectly integrated solution that combines IT Help Desk with Project Management and allows you to structure your projects, teams and workflows irrespective of the size of the projects!

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  • Deploy agents on your assets and have them scan asset information. Agents can scan for changes in assets at periodic intervals and push changes to ServiceDesk Plus MSP. Agents also allow you to make remote desktop connections instantly.

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  • Reduce the burden on your helpdesk coordinator and assign incoming tickets automatically. The auto-assign functionality automatically assigns tickets to technicians based on their availability and access to tickets.

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  • Showcase the IT services offered to users from your different accounts. Service Catalog improves the operational efficiency of your helpdesk technicians by managing the service delivery process from approval to fulfilment.

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  • Provide services for multiple clients and accounts using a single application enabling users to access their specific accounts. Configure Account Specific Automations, Service Level Agreements, Knowledge base, Assets, Reports and much more.

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  • Manage and control each of your clients’ IT and Non-IT assets remotely and transparently with the Asset Management Module specifically designed for Managed Service Providers.

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  • An Incident is any event which causes, or may cause, an interruption or a reduction of the quality of the service offered.The objective of Incident Management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user.

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  • problem management in ServiceDesk Plus MSP helps to reduce adverse impacts caused by incidents and avoids the recurrence of problems related to these incidents. This primary focus on problem management is root cause analysis and elimination. The tool also helps in managing multiple incidents revolving around a single problem easily.

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    It's no secret that an easy to use and a solid configuration management database is a must to track and manage the entire IT assets through their lifecycle. Which is why many enterprises are now increasingly implementing a CMDB.

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  • Meet your customers' expectations and achieve higher levels of customer satisfaction by providing quality and timely services using Service Level Agreements.

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  • Avoid round trips to the desktop physically for diagnosing and resolving issues. Use the Remote Desktop Control Solution and gain access to the computers easily.

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    Get the visibility and control over your customers' accounts using a wide range of reporting options - more than 100 Canned Reports, flexible Custom Reports, easy-to-view Flash Reports and so on.

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  • Transform the Labels and Logos for each account and provide a personalized/professional look and feel.

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  • Know what is being purchased for each account along with the expenses and relate them directly to CMDB using our feature-rich Purchase and Contract Management Module. Set notifications to be alerted about the contract expiry.

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  • Carry your help desk around and always stay on top of your IT services with the SDP MSP mobile apps for iPhone.

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  • Take advantage of powerful integrations with native and third party apps for 360 IT management of your clients. Improve your help desk's efficiency by managing the entire client IT infrastructure in a single console.

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  • Gain quick access to all key business and service desk metrics, such as revenue generated, last 12 billing cycles, customer satisfaction, and billable and non-billable hours without the hassle of writing complex queries or creating new dashboards.

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    Get an accurate, detailed log of the overall time spent by technicians on different activities. Time Sheet capabilities can be further extended to payroll and resource management.

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  • Easily track your field staff with the help of Google/Zoho Maps right from your service desk. Provide quicker on-site services, say goodbye to the woes of managing technician availability, and prevent unnecessary or cancelled trips to the field.

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The Complete Help Desk for MSPs

 

Account management.

Personalization is key. Give each client their own automations, SLAs, knowledge base, and more.

 

Incident management.

Record, track, manage, and solve IT incidents; meet SLAs; and improve productivity with minimal impact to business.

 

Problem management.

Identify problems sooner and resolve them quickly using root cause analysis. Associate problems with related incidents so you can close them all at once.

 

Change management.

Implement changes with systematic approvals to achieve the smoothest transitions for your clients.

 

Automated billing.

Automatically generate bills and invoices to enjoy accurate, hassle-free billing and easily track your business' IT service delivery.

 

Service catalog.

Showcase the IT services you offer and provide customers with customized request templates for quick request logging.

 

Asset management.

Discover, track, and manage account-specific IT hardware and software assets, and maintain software license compliance.

 

CMDB.

Track, manage, and map the relationships and dependencies of all configuration items to stay on top of changes or outages, and make better decisions.

 

MSP Business Dashboard New

Gain quick insights on key business and service desk activities.

 

Time Sheet New

Get an accurate, consolidated view of the time spent by technicians across different activities.

 

Field service management New

Schedule jobs efficiently by tracking your field staff and account-site locations on Zoho Maps or Google Maps directly from ServiceDesk Plus MSP.

 

Powerful integrations.

Integrate seamlessly with ManageEngine and Zoho products, as well as third-party applications like Quickbooks.

World's Largest Organizations Rely On ServiceDesk Plus MSP