| Feature | On-Premises | Cloud |
|---|
| Web-based access |  |
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| Custom tracking fields | |
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| Minimal learning curve simple user training | |
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| ITIL standards support | |
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| Configuration wizard for software setup | |
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| Data archiving | |
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| Technician broadcast message/notification | |
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| Service catalog | |
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| Incident management | |
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| Problem management | |
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| Change management | |
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| Integrated CMDB | |
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| Project management | |
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| Custom application platform | - | |
| Request mode | ||
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| Multi-site support | |
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| Right-to-left language support | |
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| Central repository to log and track issues | |
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| Auto-generate tickets | |
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| User-facing announcements | |
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| Send and receive emails from ServiceDesk Plus | |
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| Automatically merge email replies as conversations | |
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| Send and receive SMS from ServiceDesk Plus | |
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| Email parser | |
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| Automatic message classification and routing | |
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| Request forwarding (manual and automatic) | |
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| Request form customization | |
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| Dynamic request forms with field and form rules | |
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| Link two similar requests | |
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| Merge service requests | |
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| Rich text editor and attachment support | |
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| Request scheduling | |
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| Technician calendar | |
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| Real-time request collaboration | |
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| Request sharing with end users and agents | |
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| Technician access roles | |
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| Fine-grained authorizations | |
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| Create multiple tasks for each request | |
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| Dependent task handling | |
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| Email spam and notification filters | |
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| Classification and routing based on work groups | |
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| Instant request and workstation history | |
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| Request history filters | |
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| Request classification by category | |
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| Combined request and task view | |
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| Priority and severity levels for requests | |
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| Automatic request escalation based on business rules | |
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| Trigger an email when a business rule is matched | |
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| Apply a business rule after editing a request | |
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| Continue with subsequent business rules after one rule is matched | |
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| Queue support to efficiently manage technicians | |
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| Attach documents to a request | |
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| Manage, edit, assign, and close tickets as a group | |
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| Request closing rules | |
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| Automatic ticket closure upon denial of a request | |
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| Manager dashboard | |
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| Round-robin ticket assignment | |
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| Ticket load balancing | |
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| Import categories, subcategories, and items from CSV | |
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| Configure the request action menu | |
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| Configure workflows with custom triggers | |
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| Custom actions - Build your own actions based on your business requirements | |
(custom scripts) |
| Business rules - Use custom actions as conditions and actions to execute business rules | - | |
| Recover deleted requests | |
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| Allow your technicians to add comments for any status change in a request | |
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| Request life cycle | |
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| Technician auto-assign | |
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| Backup technician | |
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| Backup approvers | - | |
| Self-service portal | |
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| Web-based | |
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| End users can create new requests | |
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| End users can create new service requests | |
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| Check status and update existing requests | |
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| Update contact details | |
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| Searchable knowledge base | |
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| Solution and announcement auto-suggestion for requester during request creation | |
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| Technician access to knowledge management services | |
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| Approval process for newly added solutions | |
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| Keyword search to find solutions based on request description | |
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| Indexed document search for faster results | |
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| Search history, including previously resolved requests | |
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| Rich text editor | |
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| Like/dislike solution | - | |
| Comments | - | |
| Link solutions | - | |
| Ability to show the requests resolved by using a particular solution | |
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| Expiry dates for solution | |
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| Review dates for solution | |
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| Configure different levels of escalation | |
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| Automatic escalations | |
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| Notifications before SLA is breached | |
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| First response based SLA | |
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| Pre-built standard reports | |
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| Custom reports | |
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| Flash reports | |
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| Integration with third-party reporting software (e.g. Crystal Reports) | |
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| Export reports to CSV, XLS, or PDF | |
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| Reports scheduler (auto-generation & distribution) | |
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| Analyze trends and performance levels | |
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| Real-time updates included in reports | |
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| Save and schedule customized reports | |
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| Query reports for developers | |
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| Barcode scanning | |
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| Automatic workstation discovery | |
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| Discovery of all IP devices (e.g. printers, scanners, etc.) | |
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| Discovery and complete scan for Windows, Linux, and Mac machines | |
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| Distributed workstation scan | |
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| Import assets from CSV | |
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| Import software licenses from CSV | |
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| Vendor and asset associations along with details | |
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| Assets and asset relationships | |
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| Asset history with a list of associated requests | |
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| Define business rules for assets | |
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| Software compliance | |
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| Support for client access license (CAL) and volume-based software licensing | |
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| Dynamically scan network or import files to build asset list | |
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| Remote control | |
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| Asset loan | |
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| Manage purchase requests | |
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| Contact vendors directly from application | |
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| Integration with purchases, assets, and vendors | |
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| Purchase order approval system | |
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| Schedule approval reminder notification | |
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| Add invoice details to purchase orders | |
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| Reconcile purchased assets with scanned assets | |
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| Purchase request | |
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| PO to Service request mapping | |
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| Create and manage contracts | |
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| Add information and attach documents related to a contract | |
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| Associate contracts with assets | |
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| Generate alarms before contracts expire | |
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| Parent- child contracts | |
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| Renew contract | |
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| Multiple contract notification | |
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| Record service requests | |
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| Manage service categories and services | |
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| Service level agreements | |
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| Service request approval | |
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| Schedule approval reminder notification | |
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| Add tasks to service requests | |
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| Add resources to the service catalog | |
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| Manage the catalog for different user groups | |
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| Classify IT and business service categories | |
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| Incident classification | |
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| Record service requests | |
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| Impact | |
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| Urgency | |
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| Priority | |
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| Configure statuses (e.g. open, on hold, closed, etc.) | |
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| Link incidents to assets and configuration items (CIs) | |
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| Incident templates | |
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| Problem detection and classification | |
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| Create a new problem from an incident | |
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| Record a new problem in the problems module | |
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| Associate multiple incidents with a single problem | |
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| Problem priority | |
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| Add analysis on root cause, impact, etc. | |
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| Add workarounds, solutions, or known-errors | |
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| Problem closure | |
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| Custom change templates | |
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| Configurable change workflows | |
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| Visual workflow builder & life cycle for change | - | |
| Dynamic templates with field and form rules | |
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| Initiate/record new change request | |
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| Initiate change request from an incident/problem | |
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| Associate multiple incidents/problems with a change | |
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| Create change advisory boards (CABs) | |
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| Request approval from CAB members | |
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| Schedule approval reminder notification | |
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| Add impact analysis, root cause, and symptoms | |
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| Record workarounds and solutions | |
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| Coordinate change implementation | |
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| Review changes | |
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| Make announcements to technicians and/or end users | |
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| Custom change triggers | |
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| Recover deleted changes | - | |
| Define relationships between CI's based on their dependence | |
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| Define and manage CI's to ensure uninterrupted IT service | |
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| Define CI types and relationship types | |
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| Attach documents to CIs | |
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| Map view for CI relationships explaining the relationship between CI's | |
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| Integration with incident management modules | |
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| Integration with problem management modules | |
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| Integration with change management modules | |
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| 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. | - | |
| Custom project templates | |
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| Import data from MS Projects | |
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| Project, milestone, and task integrations | |
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| Task planning and management | |
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| Project history | |
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| Effort estimation | |
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| Notifications and comments | |
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| Gantt view | |
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| Project overview map | |
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| Export project gantt map as PDF | |
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| 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 | - | |
| Email integration | |
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| Short message services (SMS) integration | |
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| API integration | |
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| Outlook API integration | |
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| Microsoft actionable messages integration | - | |
| OpManager integration | |
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| Zoho Analytics integration | |
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| Active Directory integration | |
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| Mobile apps for Android and iOS devices | |
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| Remote control software integrations | |
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| Desktop Central integration | |
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| Site24x7 integration | |
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| Live chat | |
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| SMS gateway | |
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| Skype integration | |
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| Cloud file attachment | - | |
| SCCM integration | |
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| Application Manager | |
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| Password Manger Pro | |
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| AD Manager Plus | |
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| AD Self Service Plus | |
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| Create Office 365 calendar entries from reminders in ServiceDesk Plus, and sync reminders and leave days between ServiceDesk Plus and Microsoft Office 365 calendars | - | |
| Scripts | Java/Pyton | Deluge |
| ZIA | ||
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| Create custom forms with varied field/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 | |
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| Separate survey for Incident and Service request | |
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| Multiple question types | |
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| Multi-language support | |
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| General survey | |
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| Criteria to trigger survey | |
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| Supported operating systems | ||
| Windows | |
NA |
| Linux | |
NA |
| Supported databases | ||
| Oracle | - | NA |
| MSSQL | |
NA |
| MYSQL | |
NA |
| Postgres | |
NA |
| Supported browsers | ||
| Internet Explorer | |
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| Firefox | |
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| Chrome | |
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| Standard Edition |
Free for up to 5 techs. Paid version starts @ USD 1,195 for 10 technicians annually. | On-premises | Cloud |
| Professional Edition | Starts at USD 495 for 2 techs and 250 nodes annually. | ||
| Enterprise Edition | Starts at USD 1,195 for 2 techs and 250 nodes annually. | ||
| Subscription Model | Yearly & perpetual basis | Monthly & yearly basis | |
for everyday IT service desk scenarios
3pm AEST | 11am BST | 11am CDT | 11am PDT