ServiceDesk Plus MSP MSP software complete features list

Offer 360-degree MSP solutions

MSP-ready

Manage all your clients, provide all-around managed IT services, and handle billing for multiple clients from a single platform. Configure processes specific to each client and ensure profitable service delivery.

MSP software features
  •  

    Account management

    Manage all your clients with our multi-tenant architecture, and configure account-specific automations, service-level agreements (SLAs), knowledge bases, assets, reports, and much more. Deliver personalized service to every client.

    Read more
  •  

    Billing and contracts

    Bill clients automatically based on predefined service plans. No need to juggle multiple tools—save time when handling recurring bills.

    Read more
  •  

    Rebranding

    Customize the look and feel of the self-service portal, such as the logo and header image for each account, for a personalized, professional appearance.

    Read more
  •  

    Time Sheet

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

    Read more
  •  

    Reports

    Access a wide variety of out-of-the-box reports, generate account-specific custom reports, and gain complete control over your business and help desk activities.

    Read more
  •  

    MSP Business Dashboard

    Pull up key business metrics—such as revenue generated, the last 12 billing cycles, customer satisfaction, and billable and non-billable hours—without the hassle of writing complex queries or creating new dashboards.

    Read more
  •  

    Integrations

    Take advantage of powerful integrations with native and third-party apps for 360-degree management of your clients’ IT. Manage each client’s entire IT infrastructure in a single console.

    Read more
  •  

    Field service management

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

    Read more

Ensure superior service delivery

Industry-recommended ITSM framework

Implement service delivery best practices with ServiceDesk Plus MSP's industry-recommended ITSM framework, and ensure superior service delivery to your clients.

  •  

    Incident management

    Leverage multi-channel support, out-of-the-box categorization options, and automations to resolve your clients' IT tickets seamlessly and meet all your SLAs on time. Reduce outages and manage the complete life cycle of your tickets.

    Read more
  •  

    Problem management

    Analyze root causes expertly, keep track of known errors, reduce repeat incidents, and give your help desk a much-needed boost.

    Read more
  •  

    Change management

    Plan, analyze, review, and deliver successful IT changes—and manage approvals along the way—with unique workflows.

    Read more
  •  

    Asset management

    Manage your clients' IT and non-IT assets remotely, optimize asset utilization, avoid vulnerabilities, and ensure license compliance.

    Read more
  •  

    IT project management

    Plan, organize, and assign tasks effectively for all projects. Associate projects with other ITSM processes to enhance your IT service delivery.

    Read more
  •  

    Service Catalog

    Showcase the IT services offered to users of your different accounts. Manage the service delivery process from approval to fulfillment.

    Read more
  •  

    CMDB

    Manage IT assets throughout their life cycle by visually depicting the relationships between CIs, and analyze the business impact of any outages or change implementations.

    Read more
  •  

    Knowledge base

    Build a structured, categorized knowledge base for each account. Deflect recurring tickets to boost help desk productivity.

    Read more
ITSM tool for MSPs

Increase your service desk productivity

Automation

Automate repetitive processes, and stay on top of your high-priority tickets with features designed to ensure on-time service delivery. Give your help desk productivity a much-needed boost.

Automation in MSP software
  •  

    Technician Auto Assign

    Assign incoming tickets to technicians automatically based on their availability. Reduce the burden on your help desk coordinator, and leave no ticket unattended.

    Read more
  •  

    Service Level Agreements

    Meet your customers' expectations by creating account-specific SLAs, and achieve a higher level of customer satisfaction by providing quality, timely services.

    Read more
  •  

    Email command

    Convert emails to tickets and route tickets to the right technicians automatically.

    Read more
  •  

    Data archiving

    Schedule automatic data archiving to declutter your service desk while preserving unused data.

    Read more
  •  

    Request Life Cycle

    Visually design the entire life cycle for incoming tickets on a drag-and-drop canvas, adding in various statuses and transitions. Configure and automate actions at various points in the life cycle for improved efficiency. Guide your technicians throughout the ticket resolution process with Next Actions within the ticket.

    Read more

Mold your service desk according to business needs

Customizations

Build efficient help desk processes and attributes, and fulfill your client requirements with the help of unique customization options. Meet your clients' business demands profitably.

Customizations in MSP software

Ensure optimal utilization of assets

Asset management

Efficiently manage all your clients' IT and non-IT assets from discovery to disposal. Ensure optimum asset utilization, and drive down costs significantly.

Asset management in MSP tool

Make services and solutions instantly and remotely accessible

Self-service

Design self-service portals unique to each client, and provide access to relevant services and solutions. Make services instantly and remotely accessible for each client with native mobile apps.

  •  

    Self-Service Portal

    Provide easy access to request creation and the knowledge base, and keep end users informed of the progress and approval of their tickets.

    Read more
  •  

    Mobile app for iPhone and iPad

    Carry your help desk wherever you go with the ServiceDesk Plus MSP mobile app for iPhone and iPad, and always stay on top of your IT services.

    Read more
Self-service portal for MSPs

Extend the scope of your services

Native IT integrations

Provide 360-degree IT service management to your clients with the help of our broad range of integration options. Manage entire client IT infrastructures in a single console.

ServiceDesk Plus MSP integrations
  •  

    Analytics Plus

    Leverage powerful reporting capabilities to access key KPIs and metrics, and gain deeper insights into your service desk operations without writing complex queries.

    Read more
  •  

    Desktop Central MSP

    Take advantage of software deployment, patch management, remote control, profile management, and more. Control all your clients’ desktops and mobile devices for enhanced service delivery and maintenance.

    Read more
  •  

    OpManager

    Stay on top of your networks and operations with proactive fault detection and instant outage alerts. Minimize risks and provide immediate support.

    Read more
  •  

    Computer Telephony Integration

    Boost customer support by routing calls automatically, generating call reports, and creating interactive voice responses. Take customer support to the next level.

    Read more
  •  

    Applications Manager

    Track and monitor databases, servers, ERPs, and more across physical, virtual, and cloud environments. Get complete end-to-end visibility of clients' IT infrastructure.

    Read more
  •  

    Zoho CRM

    Sync accounts and requesters between Zoho CRM and ServiceDesk Plus MSP automatically to always keep your account database up-to-date.

    Read more
  •  

    Zoho Books and Zoho Invoice

    Sync account details and work logs, generate bills automatically, and schedule and deliver personalized invoices. Turn your focus to more important tasks with easy accounting and invoicing.

    Read more
  •  

    Zoho Analytics

    Get a 360-degree view of your service desk's KPIs and business metrics, such as billing patterns and trends from different accounts. Make the best business decisions.

    Read more

Intrigued?