We are pleased to announce the release of ServiceDesk Plus 9.3.23, the latest version of our flagship IT help desk management solution. As part of our continuous effort to bring you the best in ITSM software, we've introduced some new features and enhancements that will help you further streamline your IT operations. Here's a look at what to expect.
With the latest ServiceDesk Plus, you no longer have to rely on agents or browser plug-ins to gain remote access to Windows machines. Our new WebRemote feature provides you with cross-platform access to any Windows machine through Microsoft RDP. You can also record a remote session to view it later; all recordings are saved under machines' asset history. Initiating a remote session from within a ticket? That recording is saved under the request's history, too. With WebRemote, you can quickly resolve tickets on Windows machines right from your desk.
Do your technicians sometimes inadvertently miss important announcements? Well, it won't happen again! With the new ServiceDesk Plus, announcements appear in a pop-up window for all technicians, regardless of which page they are on.
You can now configure any custom gateway for SMS notifications to send text messages directly to your technicians' cell phones. Not only does ServiceDesk Plus integrate with providers like Clickatell, BulkSMS, and Zoho's Site24x7, it also allows you to configure a custom gateway provider that fits your needs. Ensure your technicians get timely updates about important tickets, even when they're on the go.
You can now enforce stricter approval requirements for incident requests by requiring approval from all approvers of an incident ticket. This is useful in ensuring that critical incident requests are unanimously approved.
Another new feature that enforces a stricter approval process is the option to mandate logging into ServiceDesk Plus to give approvals. This feature gives you better control over request approval and improves security by ensuring that only intended users approve requests.
The latest ServiceDesk Plus version enables technicians to access requester details and past requests made by the requester, right from within the request template. Technicians can quickly access details like the requester's name, email, phone number, and job title if they need to contact the requester for clarification or more information. Similarly, technicians can view the requester's past requests to avoid creating duplicate tickets.
The new ServiceDesk Plus provides even more fine-grained control over users' passwords. When you add a new user to ServiceDesk Plus manually, or through Active Directory or LDAP, you can choose whether they receive a generic predefined password or a random password that's different for each user.
Change request templates now include a search functionality in all drop-down fields, making it easier to select values.
Technicians can now attach files while resolving a request.
For more details on all the new features, enhancements and bug fixes, please click here