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IT Help Desk Software for World-Class IT Support

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Help Desk Software Home » Helpdesk Software Features
ServiceDesk Plus is easy to customize, not overwhelming for the support staff and offers the maximum value for money.
Tarek Saade, IT service desk controller, averda
Why ServiceDesk Plus?
  • Empower Your End Users. Boost IT Productivity.

    With ServiceDesk Plus self service portal, you can give your end users the freedom to track the status of the tickets and 24/7 access to knowledge base for easy answers. That way, your end users can reduce waittimes and your IT technicians can enjoy a longer break time!

    • Enable end users to raise, track, close, or reopen tickets
    • Provide easy answers to end users with a 24/7 access to a knowledge base
    • Quickly publish important announcements to keep your end users informed of any disruption in service
    • Enable end users to chat with your IT help desk team from within the self-service portal
    • Bring down ticket volumes and boost your IT help desk productivity
  • Set the Right Expectations. Deliver Better Service.

    Your end users expect lighting-fast experiences and results. With SLAs configured using ServiceDesk Plus, you can set the right expectations for your end users and WOW them with timely delivery!

    • Configure SLA settings to notify your technicians before or after an SLA violation
    • Automatically assign SLAs to incidents based on various inbound ticket parameters
    • Handle SLA violations with multi-level escalations
    • Freeze the SLA timers when you change ticket status
    • Generate SLA violation reports to evaluate efficiency, effectiveness, and responsiveness of your IT help desk team
  • No More Unassigned Tickets. Get the Power of Automation.

    Sometimes your technicians can act as help desk coordinators to categorize, prioritize, and assign help desk tickets. On a super busy day, some tickets can remain unattended in the queue. With smart automations in ServiceDesk Plus, you can , ensure that there are no unassigned tickets in queue, distribute incidents evenly, serve your end users faster, and reduce technician workload.

    • Auto assign tickets based on workload and streamline end user communication
    • Configure business rules to classify and route incidents to the right technicians and support groups
    • Automatically trigger notfication rules to keep your end users and technicians informed at every step
    • Schedule prevent maintenance tasks to perform maintenance activities at regular time intervals
  • Get the Right Metrics. And Actionable Insights.

    When there's a backlog of tickets, you need to stop right there and understand what's happening in your IT help desk. With ServiceDesk Plus, you can easily pull out reports, jump right to the problem areas, and take quick action.

    • Create custom reports for individual modules like requests, problem, change, assets etc
    • Use the 150+ canned reports or generate your own custom reports right from the user interface
    • Schedule routine reports to be generated at desired intervals
    • Export reports easily in XLS, PDF, HTML, or CSV formats
Award Winning IT Help Desk Software
Featured in Gartner MQ
for ITSSM Tools 2014
Pink Verified
Incident Management Module
Winner of Windowsnetworking.com
Reader's Choice Awards 2014
Supercharge your IT help desk today with ServiceDesk Plus!
The World's Largest Organizations Rely On ServiceDesk Plus
Join the 100,000+ organizations who have streamlined their IT help desk operations