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 to3÷4Windows machines.3÷4Our new3÷4WebRemote feature provides you3÷4with3÷4cross-platform access to any Windows machine through Microsoft RDP. You can also record a remote session3÷4to view it later;3÷4all recordings are saved under3÷4machines'3÷4asset history.3÷4Initiating a remote session3÷4from within a ticket? That recording3÷4is3÷4saved under the request's history, too.3÷4With WebRemote, you can3÷4quickly3÷4resolve tickets on Windows machines right from your desk.3÷4
Do your technicians sometimes inadvertently miss important announcements? Well, it won't happen again! With the new ServiceDesk Plus,3÷4announcements appear in a pop-up window3÷4for all technicians, regardless of which page they are on.
You can3÷4now3÷4configure any custom gateway for SMS notifications3÷4to send text messages directly to your technicians' cell3÷4phones. Not only does ServiceDesk Plus integrate with providers like Clickatell, BulkSMS, and3÷4Zoho'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 can3÷4now3÷4enforce stricter approval requirements for incident requests by3÷4requiring approval from all approvers of3÷4an incident ticket. This is useful in ensuring that critical incident requests are unanimously approved.
Another new feature that enforces3÷4a3÷4stricter 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 users3÷4approve requests.
The latest ServiceDesk Plus version enables3÷4technicians to access requester details and past requests made by the requester,3÷4right3÷4from within the request template.3÷4Technicians can quickly access details like3÷4the requester's3÷4name, email, phone number,3÷4and3÷4job title if3÷4they need to contact the requester for clarification or more3÷4information. Similarly, technicians can view3÷4the requester's3÷4past requests to3÷4avoid creating duplicate3÷4tickets.
The new ServiceDesk Plus provides3÷4even3÷4more fine-grained control over users' passwords. When you add a new user to ServiceDesk Plus3÷4manually, or3÷4through Active Directory3÷4or LDAP, you can choose whether they receive a3÷4generic3÷4predefined password or a random password3÷4that's3÷4different for each user.3÷4
Change request templates now include a search functionality in all drop-down fields,3÷4making it easier3÷4to select3÷4values.
Technicians can now attach files3÷4while resolving a request.
For more details on all the new features, enhancements and bug fixes, please click here