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Module

Features

Standard Edition

(Help Desk Only)

Professional Edition

(Help Desk + Asset Management)

Enterprise Edition

(Help Desk + ITIL® + Asset + Project)
Help Desk Management Yes Yes Yes
Mail Server Settings Automatic email to ticket conversion Yes Yes Yes
Self-Service Portal Yes Yes Yes
Knowledge Base Likes/Dislikes Yes Yes Yes
Public/Private/Shared Yes Yes Yes
Approve/Reject Yes Yes Yes
Home Dashboard (Technician, CIO, External Widgets) Yes Yes Yes
Request Delegation* Yes Yes Yes
Announcements Yes Yes Yes
Technician Schedular (Calendar) Yes Yes Yes
Reminders Yes Yes Yes
Resource Management Yes Yes Yes
User Management AD Import Yes Yes Yes
SAML Authentication Yes Yes Yes
CSV import Yes Yes Yes
Automation SLA Management Yes Yes Yes
Business Rules Yes Yes Yes
Request Life Cycle Yes Yes Yes
Technician Auto Assign (Round Robin/Load Balancing) Yes Yes Yes
Schedules NA NA Yes
Preventive Maintenance Tasks Yes Yes Yes
Notification Rules Yes Yes Yes
Custom Actions NA NA Yes
Incident Management Yes Yes Yes
Resource Management Yes Yes Yes
User Survey Survey Settings Yes Yes Yes
Survey Results Yes Yes Yes
Service Management Service Request Approval Add-on Add-on Yes
Customize Templates Yes
Resource Management Yes
Hardware Asset Management Automatic Asset Discovery (Windows, Network, and Remote) NA Yes Yes
Asset Life Cycle Yes Yes
SCCM Integration Yes Yes
Remote Control (free) Yes Yes Yes
Remote Control (Add-on) NA Add-on Add-on
Software Asset Managment Standard, Upgrade, Downgrade, and Suite License NA Yes Yes
License Agreement Yes Yes
CMDB Relationships NA Add-on Yes
Associtation with ITAM and ITSM Yes
Purchase Management NA Yes Yes
Contract Management NA Yes Yes
Problem Management NA NA Yes
Problem Workflow Incident to Problem Association NA NA Yes
Problem Analysis Yes
Workaround and Solution Yes
Communication Yes
Operational Problem Closure Rules Yes
Change Management Change Types (Standard, Major, Minor, Significant) Add-on Add-on Yes
Change Templates Yes
Change Workflow Builder Yes
Change Advisory Board Yes
Change Roles Yes
Change Calendar Yes
Change History Yes
ITSM and CMDB Association Yes
Release Management Release Templates Add-on Add-on Yes
Release Workflow Builder Yes
Release Roles Yes
Release Calendar Yes
Release History Yes
ITSM and CMDB Association Yes
Project Management Project Templates Add-on Add-on Yes
Gantt Chart Yes
Import from Microsoft Projects Yes
Resource Management Yes
Association with Request or Change Yes
Reporting Default Canned Reports Yes Yes Yes
Tabular or Matrix Reports Yes Yes Yes
Analysis Reports Yes Yes Yes
Summary Reports Yes Yes Yes
Audit Reports Yes Yes Yes
Schedule Reports Yes Yes Yes
Apps and Addons Live chat Add-On Add-On Add-On
Zoho Analytics Yes Yes Yes
SMS gateway Yes Yes Yes
Zoho Creator (Custom Apps) Add-On Add-On Add-On
Integrations Microsoft Teams Yes Yes Yes
Outlook Actionable Message Yes Yes Yes
Microsoft Azure Yes Yes Yes
Office 365 Calendar Sync Yes Yes Yes
Jira Yes Yes Yes
Slack Yes Yes Yes
Desktop central integration Yes Yes Yes
Developer Space Custom Functions* NA NA Yes
API Yes Yes Yes
Data Management Import/Export Yes Yes Yes
Data Archiving Yes Yes Yes
Privacy Settings PII fields Yes Yes Yes
Anonymous and Erase PII Yes Yes Yes
AI ZIA Chatbot* Yes Yes Yes
Paid version starts @ $10 / technician / month $21 / technician / month $50 / technician / month
  • Request Delegation: Delegate tasks to another user and continue to run the help desk efficiently even when technicians or approvers are on leave or unavailable. Learn more
  • Zoho Analytics: Integrate ServiceDesk Plus Cloud with Zoho Analytics, a highly secure BI platform. Service desk managers can now create powerful reports in no time using a visual builder. Learn more
  • Custom Function: Use data within ServiceDesk Cloud and other external applications to perform custom actions. Learn more
  • ZIA: Optimize help desk management by using Zia, Zoho's AI assistant for business. Zia is now available as a virtual conversational support agent for ServiceDesk Plus Cloud. Use Zia to bridge the gap between end users and the IT help desk. Learn more

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