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Last updated: May 07, 2026
All features,
see allsee only differences
| Feature | On-Premises | Cloud |
|---|
General
| Web-based access |  | |
| Custom tracking fields | | |
| Minimal learning curve, simple user training | | |
| ITSM best practices support | | |
| Configuration wizard for software setup | | |
| Data archiving | | |
| Technician broadcast messages and notifications | | |
| Custom Function Usage Stats | - | |
| Secondary email for technicians | | |
| Manage sites and groups for technicians | | |
| Extensions | | |
| Resizeable list views across modules | - | |
| Adaptive, responsive web views across devices | - | |
| Multi-currency support with exchange rate | | |
| Multi-currency support with exchange rate configuration | | |
| Accessibility controls for an inclusive user experience | | |
| Population of sample data across modules | | |
| FIPS mode | | - |
ITSM best practices support
| Service catalog | | |
| Incident management | | |
| Problem management | | |
| Change management | | |
| Release management | | |
| Asset management | | |
| Integrated CMDB | | |
| Purchase management | | |
| Contract management | | |
| Project management | | |
| Knowledge management | | |
| Custom modules | | |
Request management and call tracking
| Request mode | ||
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| Multi-site support | | |
| Right-to-left language support | | |
| Central repository to log and track issues | | |
| Auto-generate tickets | | |
| User-facing announcements | | |
| Send and receive emails from ServiceDesk Plus | | |
| Automatically merge email replies as conversations | | |
| Send and receive SMS messages from ServiceDesk Plus | | |
| Email parser | | |
| Automatic message classification and routing | | |
| Request forwarding (manual and automatic) | | |
| Request form customization | | |
| Creating help cards in request templates | | |
| Dynamic request forms with field and form rules | | |
| Link two similar requests | | |
| Merge service requests | | |
| Rich text editor and attachment support | | |
| Request scheduling | | |
| Configure group and site-specific operational hours and special operational hours | | |
| Technician calendar | | |
| Real-time request collaboration | | |
| Request sharing with end users and agents | | |
| Follow request updates | - | |
| Share a request | | |
| Technician access roles | | |
| Fine-grained authorizations | | |
| Create multiple tasks for each request | | |
| Dependent task handling | | |
| Email spam and notification filters | | |
| Classification and routing based on work groups | | |
| Instant request and workstation history | | |
| Request history filters | | |
| Request classification by category | | |
| Combined request and task view | | |
| Priority and severity levels for requests | | |
| Automatic request escalation based on business rules | | |
| Trigger an email when a business rule is matched | | |
| Apply a business rule after editing a request | | |
| Continue with subsequent business rules after one rule is matched | | |
| Cascade the execution of Business rules | | |
| Queue support to manage technicians efficiently | | |
| Attach documents to a request | | |
| Manage, edit, assign, and close tickets as a group | | |
| Request closing rules | | |
| Automatic ticket closure upon denial of a request | | |
| Manager dashboard | | |
| Round-robin ticket assignment | | |
| Ticket load balancing | | |
| Import categories, subcategories, and items from CSV | | |
| Configure the request action menu | | |
| Configure workflows with custom triggers | | |
| Custom actions: Build your own actions based on your business requirements | | (custom scripts) |
| Seeking clarification for approvals | | |
| Business rules: Build condition-based actions to suit your business requirements | | |
| Recover deleted requests | | |
| Allow your technicians to add comments for any status change in a request | | |
| Request life cycle | | |
| Request workflows configuration with custom functions | | |
| Streamlining request fulfillment with request workflows | | |
| Guided control of Request Workflows with user transitions | | |
| Technician auto-assign | | |
| Backup technician | | |
| Backup approvers | | |
| Kanban view | | |
| Data migration between instances (ESM) | | - |
| Triggers for Request Sub Entities | | |
| Move requests between instances | | |
| Timers for triggers | | |
| Announcement banners | - | |
| Add tags to index requests based on keywords | | |
| Stay on track with Checklists | | |
| Sending notifications to channels within Microsoft Teams for request module | | |
| Request layout customization for technicians and requesters | - | |
End user self-service
| Self-service portal | | |
| Web-accessible self-service | | |
| End users can create new requests | | |
| End users can check the status of and update existing requests | | |
| End users can update their contact details | | |
| Searchable knowledge base | | |
| Solution and announcement auto-suggestions for requester during request creation | | |
| Self-service portal customization | | |
| Support for requesters to create change requests | - | |
| Requesters can edit the requests | | |
| Customization of end user portal | | |
| Access Consumables Widget on home page | - | |
| Track assets assigned to users from the self-service portal | | |
| Enable requesters to acknowledge and audit assets from the self-service portal | - | |
| Industry-specific templates for personalized experiences | | |
Knowledge management
| Technician access to knowledge management services | | |
| Approval process for newly added solutions | | |
| Keyword search to find solutions based on the request description | | |
| Indexed document search for faster results | | |
| Search history, including previously resolved requests | | |
| Rich text editor | | |
| Like or dislike solutions | | |
| Comments | | |
| Link solutions | | |
| Ability to show the requests resolved by using a particular solution | | - |
| Expiry dates for solutions | | |
| Review dates for solutions | | |
| Video Embedding | | |
| Configure additional fields | - | |
| Solution owner | | - |
| Non-logged-in users can view solutions | | - |
| Configure solution templates to quickly create and publish KB articles | - | |
| Trash Solutions | | |
| Maintain versions of solutions | - | |
SLA management
| Configure SLAs for incidents and service requests | | |
| Configure SLAs for changes | | - |
| Configure different levels of escalation | | |
| Automatic escalations | | |
| Notifications before and after an SLA is breached | | |
| First-response-based SLAs | | |
Reporting
| Prebuilt, standard reports | | |
| Custom reports | | |
| Flash reports | - | |
| Integration with third-party reporting software (e.g., Crystal Reports) | | - |
| Export reports to CSV, XLS, or PDF format | | |
| Report scheduler (auto-generation and distribution) | | |
| Analyze trends and performance levels | | |
| Real-time updates included in reports | | |
| Save and schedule customized reports | | |
| Query reports for developers | | - |
| Custom widgets from reports | | |
| Activities dashboard with table and graph widgets | - | |
Asset management
| Custom asset forms based on product types | | |
| Barcode scanning | | |
| QR code scanning | | |
| RFID scanning | | |
| Label customization for bar codes/ QR codes | - | |
| Automatic workstation discovery | | |
| Discovery of all IP devices (e.g., printers and scanners) | | |
| Discovery and complete scan for Windows, Linux, and Mac machines | | |
| Distributed workstation scan | | |
| Network scans and file import options to build IT asset inventory | | |
| Validate credentials of end machines while using a probe | - | |
| Import software licenses from CSV files | | |
| Vendor and asset associations along with their details | | |
| Assets and asset relationships | | |
| Asset history with a list of associated requests | | |
| Software compliance | | |
| Software metering | | - |
| Support for client access license and volume-based software licensing | | |
| Dynamically scan the network or import files to build an asset list | | |
| Remote control | | |
| Asset loan | | - |
| Asset booking | | |
| Asset Replenishment | | |
| Enhanced tracking of license limits on assets and technicians | - | |
| Triggers and custom actions for assets | - | |
| Track and manage consumables | - | |
| Consumable replenishment | - | |
| Import vendors and associate assets | | |
| Widgets on the Assets Dashboard | | |
| Asset age tracking | - | |
| Asset life cycle | - | |
| End-to-end governance of assets with workflows | - | |
| Guided control of asset workflows with user transitions | - | |
| Configuringcustom triggers for Assets | - | |
| Associating assets with requests, problems, changes and releases | | |
| Asset auto-assign | | |
| Fine-grained access to assets | - | |
| Asset acknowledgement | - | |
| Custom notifications for assets | | |
| Asset audit | - | |
| Tracking asset allocation details for users | | |
| Hierarchical relation between parent and child product types | | |
Purchase management
| Manage purchase orders | | |
| Contact vendors directly from the application | | |
| Integration with purchases, assets, and vendors | | |
| Purchase order approval system | | |
| Schedule approval reminder notifications | | |
| Add invoice details to purchase orders | | |
| Reconcile purchased assets with scanned assets | | |
| Purchase requests | | - |
| Purchase order to service request mapping | | |
| Purchase order configuration templates | - | |
| Site-based purchase orders | - | |
| Custom triggers for purchase orders | - | |
| Conversations for purchase orders | - | |
| General ledger codes and cost centers | | |
| General ledger codes and cost centers for items | - | |
| Import purchase orders | - | |
| Support for additional fields | | |
| Purchase Dashboard | - | |
| Custom menu for purchases | - | |
| Timers for triggers | - | |
| Triggers for purchases and subentities | - | |
Contract management
| Create and manage contracts | | |
| Add information and attach documents related to a contract | | |
| Associate contracts with assets | | |
| Generate alarms before contracts expire | | |
| Parent-child contracts | | |
| Renew contracts | | |
| Multiple contract notifications | | |
| Automatic generation of requests for contracts nearing expiry | - | |
| Site-based contracts | - | |
| Setindefinite validity for contracts | - | |
| Enable auto-renewal for contracts | - | |
| Save contracts as drafts | - | |
| Contract Conversations | - | |
| Track the extent of usage of contracts | - | |
| Cancel a contract | - | |
| Contract templates | - | |
| Control the accessibility of different types of contracts | - | |
| Custom triggers for contracts | - | |
| Contract costs in the vendor's currency | - | |
| Additional fields configuration | | |
| Contract Dashboard | - | |
| Custom menu for contracts | - | |
| Timers for triggers | - | |
| Triggers for contracts and subentities | - | |
Service catalog
| Record service requests | | |
| Manage service categories and services | | |
| SLAs | | |
| Service request approval | | |
| Schedule approval reminder notifications | | |
| Add tasks to service requests | | |
| Add resources to the service catalog | | |
| Manage the catalog for different user groups | | |
| Classify IT and business service categories | | - |
| Hierarchical relationship between parent and child service categories | - | |
Incident management
| Incident logging and classification | | |
| Record service requests | | |
| Impact | | |
| Urgency | | |
| Priority | | |
| Configure statuses (e.g., open, on hold, or closed) | | |
| Link incidents to assets and configuration items (CIs) | | |
| Incident templates | | |
| Creating help cards in incident templates | | |
| Incident workflows configuration with custom functions | | |
| Seeking clarification for approvals | | |
Problem management
| Problem detection and classification | | |
| Create a new problem from an incident | | |
| Record a new problem in the problems module | | |
| Associate multiple incidents with a single problem | | |
| Problem priority | | |
| Add analysis on root cause, impact, etc. | | |
| Add workarounds, solutions, or known errors | | |
| Problem Approvals | - | |
| Problem closure | | |
| Problem Life Cycle | - | |
| Standardizing problem managment with visual workflows | - | |
| Guided control of problem workflows with user transitions | - | |
| Problem workflows configuration with custom functions | - | |
| Problem templates | | |
| Customizing the layout of analysis and solutions sections within problem templates | - | |
| Problem Form Rules | - | |
| Multiple change associations | - | |
| Associate problems with releases | - | |
| Logging changes initiated and caused by release | - | |
| Triggers and custom actions for problems | | |
| Conversations | | |
| Providing Workarounds and Resolutions using Solutions | | |
| Custom Menu | - | |
| Timers within custom triggers and Problem Workflows | - | |
| Copy Problem | - | |
| Associating Assets and CIs with Problem ticket | | |
| Triggers for Probelm Sub Entities (Tasks, approval levels, approvals, Email responses, Worklogs, Notes) | - | |
| Custom Widgets for problems | - | |
| Recover deleted Problems (Trash) | - | |
| Closure Code | | |
| Custom scripts for problems | | |
Change management
| Custom change templates | | |
| Layout customization for all change stages within the template | - | |
| Configurable change workflows | | |
| Visualize life cycles for change using workflows | | |
| Guided control of change workflows with user transitions | - | |
| Dynamic templates with field and form rules | | |
| Change Risk | | |
| Initiate and record new change requests | | |
| Initiate change requests from an incident or problem | | |
| Associate multiple incidents or problems with a change | | |
| Stages and Statuses configuration | | |
| Reason for change | | |
| Change Type | | |
| Additional fields configuration | | |
| Create change advisory boards (CABs) | | |
| Change approval from CAB members | | |
| Schedule approval reminder notifications | | |
| Add impact, rollout, and back out plans, and use a checklist for implementation | | |
| Capture planned and actual downtime | | |
| Coordinate change implementation | | |
| Review changes | | |
| Make announcements to technicians, end users, or both | | |
| Triggers and custom actions for changes | | |
| Recover deleted changes | | |
| Stage-based task creation in changes | | |
| Stage-based task creation in change templates | - | |
| User acceptance testing and release stages | | |
| Project Association | | |
| Associate a release with a change | | |
| Associate multiple releases with changes | | |
| Change Calendar View | | |
| Copy Changes | | |
| Change conversations | | |
| Multi-stage and multi-level change approvals | | |
| Backup Approver | | |
| Configure custom change actions using custom menu | - | |
| Send custom change notifications | | |
| Create custom change roles and associate them with change templates | | |
| Restrict access only to the stages and statuses configured in the change workflow | | |
| Change Roles can now be associated with support groups, change request's site, or group-based technicians | | - |
| Conflict detection for changes | - | |
| Timers for triggers and workflows | - | |
| Business rules: Condition-based actions for changes | - | |
| Automated rule application following change request modifications (via custom actions) | - | |
| Cascading the execution of business rules | - | |
| Abort process execution | - | |
| Business rules support for change sub-entities (Approval, Approval Level, Attachment, Downtime, Email responses from Users, Note, Task, Worklog) | - | |
| Closure Code and Rules | | |
| Custom change action configuration using custom menu | - | |
| Change workflows configuration with custom functions | - | |
| Scheduling maintenance for changes | - | |
Release management
| Utilize custom release templates | | |
| Customizing the layout of release templates across every stage | - | |
| Structuring releasing with release workflows | | |
| Guided control of release workflows with user transitions | - | |
| Create custom release roles | | |
| Associate release roles with templates | | |
| Initiate a release from incidents or problems | - | |
| Initiate a release from a change request to associate a change | | |
| Associate multiple incidents or problems caused by a release | - | |
| Configure stages and statuses | | |
| Additional fields configuration | | |
| View the release calendar integrated with changes | - | |
| Use notification rules and customizable email templates | | |
| Add impact, rollout, and back out plans, and use a checklist for implementation | | |
| Send custom notifications | | |
| Schedule approval reminder notifications | | |
| Make announcements to technicians, end users, or both | | |
| Carry out post-deployment training and review | | |
| Link releases to assets and CIs | | |
| Closure code | | |
| Triggers and custom actions for release | | |
| Recover deleted releases | | |
| Dynamic templates with field and form rules | | |
| Import releases, release tasks, and release conversations | - | |
| Custom menu for releases | - | |
| Custom widgets for releases | | |
| Associate releases with requests | - | |
| Timers for triggers and workflows | - | |
| Triggers for Release Sub Entities | - | |
| Release Dashboard | - | |
| Custom scripts for releases | | |
| Parent release and sub-release association | - | |
CMDB
| Define relationships between CIs based on their dependence | | |
| Define and manage CIs to ensure uninterrupted IT service | | |
| Define CI types and relationship types | | |
| Attach documents to CIs | | |
| Map view for CI relationships explaining the relationship between CIs | | |
| Integration with incident management module | | |
| Integration with problem management module | | |
| Integration with change management module | | |
| Integration with release management module | | |
| Triggers and custom actions for CMDB | - | |
| Integration with the contracts module | - | |
| Export CMDB relationship map as CSV or an image file | | |
| Track the downtime associated with CIs | - | |
| Rule-based CMDB updates using sync rules | | |
| Custom menu for CMDB | - | |
| Fine-grained access for CMDB | - | |
| Track the state of CIs | | |
Resource management
| Graphically track and manage your users' tasks effectively. | | |
| Categorize resource utilization based on workloads. | | |
| Filter tasks based on time or time scales, sites, groups, and technicians | | |
Project management
| Custom project templates | | |
| Import data from MS Projects as CSV, XLS, and XLSX | | |
| Project, milestone, and task integrations | | |
| Task planning and management | | |
| Project history | | |
| Additional fields configuration | | |
| Project status | | |
| Project roles | | |
| Project Timesheet | | |
| Effort estimation | | |
| Notifications and comments | | |
| Gantt view | | |
| Project overview map | | |
| Export project Gantt map as PDF | | |
| Kanban view for project tasks | - | |
| Kanban view for projects | | |
| Task Dependency | | |
| Resource Management | | |
| Custom triggers and custom functions for projects | | - |
| Associate requests with a project | | |
| Associate multiple changes with a project | | |
| Associate releases with a project | | |
| Attachment import for Projects, Project Milestones, Project Tasks, General Tasks | - | |
| Custom menu for projects | - | |
| Custom widget for projects | - | |
Enterprise service management
| Single enterprise directory | | |
| Unique service desk instances | | |
| Service automation across departments | | |
| Built-in catalog, and templates specific to each service desk instance | | |
| Centralized request portal | | |
| Space management | | |
| Room booking in space management | - | |
| Dedicated finance help desk instance | - | |
Others
| Activities: Combined view of tasks and requests (tickets) | | |
| Custom Modules | | |
| Site locale and locale-specific notification templates | - | |
| In-product communication | - | |
| SmartView in Dashboards and the Scheduler | - | |
| Custom triggers and custom functions for tasks | | |
| Executive Dashboard | | |
| Enabling mail service from Gmail | - | |
| Native email service | - | |
| Customizing task template layout | - | |
| Sandbox environment | - | |
| Send custom notifications to third-party applications | - | |
| Dark-mode based display | | |
| Track audit and system logs | | |
| Role-based module tours for technicians | | - |
| Custom widgets | | |
Integrations
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| Single Sign On | ||
| - OAuth support for single sign on | | - |
| - AD FS 2.0/3.0 | | |
| - Google Apps | | |
| - Okta | | |
| - Microsoft Azure AD | | |
| SMS | | |
| API | | |
| Outlook | | |
| Microsoft actionable messages | | |
| OpManager | | |
| Zoho Analytics | | |
| Active Directory | | |
| Mobile apps for Android and iOS devices | | |
| Remote control | (through Remote Access Plus add-on and Endpoint Central's unified agent) | |
| Endpoint Central (Desktop Central) | | |
| Site24x7 | | |
| Live chat | | |
| SMS gateway | | |
| Skype | - | - |
| Slack | - | |
| Microsoft Teams | | |
| Cloud file attachment | - | |
| SCCM | | |
| Application Manager | | |
| Mobile Device Manager Plus | | |
| Password Manger Pro | | |
| PAM360 | | |
| AD Manager Plus | | |
| AD Self Service Plus | | - |
| AlarmsOne | - | |
| Eventlog analyzer | | - |
| Jira | | |
| Zapier | | |
| Microsoft Azure AD User Sync | | |
| TeamViewer | | |
| Qntrl Circuit | - | |
| Microsoft Intune | - | |
| Microsoft Azure Dev Ops | - | |
| | |
| Cloud Telephony | | |
| Zoho Survey | - | |
| Zoho flow | | |
| Zoho Cliq | - | |
| SaaS Manager Plus | - | |
| Zoho Directory | - | |
| Microsoft 365 integration to track software details | | - |
| Microsoft graph for mail servers | | - |
| Connect your ServiceDesk Plus Cloud account with external apps using a secure authentication mechanism | - | |
| Create Office 365 calendar entries from reminders in ServiceDesk Plus, and sync reminders and leave days between ServiceDesk Plus and Microsoft Office 365 calendars | (Leave information) | |
| Scripts | Java/Python | Deluge |
| ChatGPT integration | | - |
| Google AI studio integration | - | |
| Azure OpenAI integration | - | |
AI and ML
| Agentic Capabilities | ||
| Deploying plug-and-play AI agents across ITSM practices | (3 AI agents available out of the box) | |
| Building bespoke AI agents with Agent Studio | - | |
| Coordinating a task force of AI agents with a multi-agent orchestrator | - | |
| Ask Zia: The GenAI-powered conversational AI companion | ||
| An LLM-style conversational interface | - | |
| Multimodal support for user queries through text, image, or voice input across tickets | - | |
| RAG-enabled knowledge retrieval from Solutions | - | |
| Public searches through LLMs | | |
| Answers to ServiceDesk Plus configuration or troubleshooting questions | - | |
| Performing ticket actions, including updating the status or adding notes | | |
| Context retention during follow-ups or task switching | - | |
| Report generation powered by Analytics Plus | - | |
| Building, optimizing, and summarizing workflows across ITSM practices | - | |
| Setting Ask Zia as the default landing page for requesters | - | |
| Classic Ask Zia: The virtual agent for quick task assistance | ||
| Intuitive conversation workflows with Zia Blended Conversations | - | |
| Customization of the virtual agent | - | |
| Voice-based chatting for ticketing actions | - | |
| Default Zia actions to perform various service desk activities | | |
| A serverless Zia developer console to build custom Zia actions | (With Custom Functions) | |
| Zia Widget: Make Zia available across your websites or intranet pages | | (In Classic mode) |
| Report generation through Zia (powered by Analytics Plus) | - | |
| Scouring external sources with the Ask ChatGPT action in Zia | | |
| Scouring external sources for solutions with ChatGPT while creating requests in Zia | | |
| Scouring external sources with the Ask OpenAI action in Zia | - | |
| RAG-enabled summaries of solution articles | | |
| Microsoft Teams and Microsoft Copilot integrations | ||
| Generation of concise ticket summaries in Microsoft Teams | | |
| Solution suggestions for user queries in Microsoft Teams | | - |
| Suggestion of ticket actions in the absence of relevant solutions within ServiceDesk Plus | | - |
| Presenting solutions before creating requests in Microsoft Teams | | - |
| Executing Zia action commands within Microsoft Teams | - | |
| Intelligent ticketing operations within Microsoft Copilot | | |
| Other GenAI capabilities | ||
| Zia Code Generator for Custom Functions | - | |
| Detection and automation of asset acknowledgements from email replies | - | |
| Automated detailed analysis of requests with the Ask AI widget | | - |
| Citation of solution articles within ticket acknowledgement emails | - | |
| RAG-based solution suggestion while creating tickets | - | |
| Generation of solution articles | - | |
| Translating solution articles into multiple languages | - | |
| Reply generation and content enhancement | | |
| Generation of conversation summaries of requests | | |
| Generation of structured resolution plans | (With the AI Assistant Custom Widget) | - |
| Generation of post-incident reviews | With the AI Assistant Custom Widget and Ask Zia | Through an extension published on the ManageEngine Marketplace |
| Generation of checklists | - | |
| Custom script generation (for Field and Form Rules) | - | |
| Generation of resolutions from request conversations and conversation summaries | - | |
| Analyzing usage statistics for the ChatGPT integration | | |
| Leveraging Zia LLM (powered by open-source foundational models) for GenAI features | - | |
| Choice of AI provider (Zia LLM, ChatGPT, Azure OpenAI, or Google AI Studio) for every GenAI capability | (For ChatGPT) | |
| Accelerated auto-approvals based on the user's email response | | |
| Predictive AI capabilities | ||
| Prediction and application of categories for requests | | |
| Predictions for field attributes like the subcategory and item | - | |
| Prediction and application of the priority for requests | - | |
| Template predictions when creating or editing requests | | |
| Multi-language support for field prediction | - | |
| Prediction and auto-assignment of technician groups and technicians based on historical data | - | |
| Zia Parser: Perform ticketing actions by having Zia analyze incoming emails | | - |
| Sentiment analysis to assess end-user satisfaction | - | |
| NLP-based automatic reopening and closing of requests | | |
| Prediction and suggestion of relevant technicians, requesters, and technician groups when sharing requests | - | |
| AI and ML for problem management | ||
| Prediction of problems by clustering similar incidents | - | |
| Prediction of technicians to handle problems | - | |
| Generation of root cause analysis for problems | - | Through an extension published on the ManageEngine Marketplace |
| AI and ML for change management | ||
| Prediction of risks for changes | - | |
| Ask Zia: The GenAI-powered conversational AI companion | ||
| Creating changes and fetching all changes and their stages | | - |
| Adding, assigning, and retrieving change tasks | | - |
| Adding and retrieving change notes | | - |
| Approving or rejecting changes | | - |
| AI Assistant Custom Widget | ||
| AI Assistant Custom Widget Analysis of request detailsGeneration of structured resolution plansAnalysis of requests based on technicians' queriesFetching relevant solutions from the knowledge base for techniciansImage analysis in the context of request details | | - |
| Zia Dashboard | - | |
| Configuring the Zia Verifier role to restrict who can verify Zia predictions | | - |
Multilingual AI
| Spanish | ||
| Ask Zia: The GenAI-powered conversational AI companion | ||
| An LLM-style conversational interface | - | |
| Leveraging Zia LLM, ChatGPT, or Azure OpenAI | - | |
| Multimodal support for user queries through text, image, or voice input across tickets | - | |
| RAG-enabled knowledge retrieval from Solutions | - | |
| Public searches by fetching information through LLMs | - | |
| Answers to ServiceDesk Plus configuration or troubleshooting queries | - | |
| Performing ticket actions, including updating the status or adding notes | - | |
| Context retention during follow-ups or task switching | - | |
| Report generation powered by Analytics Plus | - | |
| Building, optimizing, and summarizing workflows across ITSM practices | - | |
| Predictive AI capabilities | ||
| Prediction and application of categories | - | |
| Predictions for field attributes like the subcategory and item | - | |
| Prediction and application of the priority for requests | - | |
| Template predictions when creating or editing tickets | - | |
| Prediction and auto-assignment of technicians with the right expertise | - | |
| Accelerated auto-approvals based on the user's email response | | |
| Swedish | ||
| Accelerated auto-approvals based on the user's email response | | - |
| Polish | ||
| Predictive AI capabilities | ||
| Prediction and application of categories | - | |
| Predictions for field attributes like the subcategory and item | - | |
| Prediction and application of the priority for requests | - | |
| Template predictions when creating or editing requests | - | |
| Prediction and auto-assignment of technicians with the right expertise | - | |
| Accelerated auto-approvals based on the user's email response | | |
Custom applications
| Create custom forms with varied field and date types (drag-and-drop interface) | | |
| Add custom validations, actions, and triggers; define custom workflows | | |
| Share custom apps with specific users | | |
| Refer to important ticket data via lookups | | |
| Host your custom apps in any portal as web forms | | |
Custom schedules
| Custom schedules | | |
User surveys
| Separate survey for incident and service requests | | |
| Multiple question types | | |
| Multi-language support | | |
| General survey | | |
| Anonymize users' responses to surveys | | |
| Criteria to trigger survey | | |
| Set reminders for surveys | | |
System requirements
| Supported operating systems | ||
| Windows | | - |
| Linux | | - |
| Supported databases | ||
| MSSQL | | - |
| Postgres | | - |
| Supported browsers | ||
| Internet Edge | | |
| Firefox | | |
| Chrome | | |