Leverage Zoho's enterprise-level AI to reopen requests that need processing, suggest appropriate categories, appropriate request templates, and more. Use Zia to perform approval actions by using users' responses to the approval email.
ServiceDesk Plus MSP also comes with Zoho's virtual conversational support agent, Zia Bot. With Zia Bot, now you can execute 20 different service desk tasks. Technicians and requesters can both raise requests, view solutions, and announcements, whereas picking up requests and assigning tasks are among a few tasks specific to technicians and administrators.
Ensure availability of ServiceDesk Plus MSP when a region or site is down during a disaster. Disaster Recovery (DR) works by implementing a hot-standby system. When a primary server is down, the secondary server takes over the primary server functions and serves the application. To set up DR, SDAdmins can configure from Admin > General Settings > HA Configuration.
Modify the product type of assets, and edit assets in bulk from the assets list view. Also, you can now allow requesters to raise an issue related to their assets from the newly introduced My Assets Widget in the self-service portal.
Configure OLAs to ensure that the SLAs is achieved by the internal support groups working on the requests. Widgets related to OLAs are also included in Dashboards.
Create Callback Custom Functions using Deluge scripting to control data in ServiceDesk Plus MSP whenever an event occurs in external applications.
You can configure Fail-over Service (FOS) and FOS Replication from the application UI under General Settings. Administrators can toggle FOS mode ON or OFF anytime and track the changes performed on the configurations from the History tab. Moreover, FOS now follows a peer-to-peer architecture, so, in the event of primary server unavailability, the secondary server will take over and function as the primary server.
Set up ServiceDesk Plus MSP integration with Microsoft Teams to leverage the collaboration app as an additional channel for IT and Enterprise support. This integration allows users to view service desk requests, pending approvals, and chat with help desk technicians, all from their Microsoft Teams accounts.
Allow users to raise requests and track their progress in ServiceDesk Plus MSP directly from the Outlook mailbox. Allow technicians to edit, pick up, or assign requests via Outlook.
Analytics Plus Cloud now integrates with ServiceDesk Plus MSP as cloud-based reporting and business intelligence service replacing Zoho Analytics. Integrate with ManageEngine Analytics Plus Cloud to analyze business data and create insightful reports and dashboards.
You can read the entire list of improvements rolled out in the latest release here.