Leverage ITSM best practice workflows for top-notch IT incident management.

It's time to switch from simply closing IT tickets to taking complete control of the incident management process. With ServiceDesk Plus, you can take advantage of the robust incident management module built on industry-standard ITSM best practices, customize features to suit your IT management needs, and enjoy codeless automations for ticket workflows. Log, track, and manage the entire life cycle of IT incidents with customizable SLAs, a user-friendly self-service portal, a comprehensive knowledge base, and fine-tuned analytics.

With ServiceDesk Plus, transform the way your ticketing system works to enhance your ticket resolution experience.

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Essential IT incident management features available in ServiceDesk Plus

Easy, multimodal ticket creation

Allow users to log tickets from multiple channels, like email, self-service portals, virtual assistants, and phone calls.

Technician auto-assign

Route incidents to the right technicians and assign them automatically.

SLA management

Predefine SLAs for different kinds of incidents and set multitier escalations.

Business rules

Automate preset actions on incoming tickets based on several criteria to best suit your incident management workflows.

Timely notifications

Keep technicians and end users informed with timely updates on their tickets via email and SMS alerts.

Request life cycle

Build the complete life cycle of incident tickets with statuses and transitions on a drag-and-drop canvas.

Integration with monitoring tools

Automatically convert alarms from your network and website monitoring tools to service desk tickets.

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Here are some best practices to implement functional, efficient incident management using ServiceDesk Plus:

  • Allow end users to report issues from multiple channels, such as email, phone, other business apps, the self-service portal, and custom templates.
  • Record every possible piece of information on an incident using customizable templates during ticket creation.
  • Automate ticket categorization, routing, and assignment to the right technician using business rules, SLAs, and tech auto-assign.
  • Considerably cut down resolution times by allowing end users with level 1 tickets and techs handling repeat incidents to find solutions to issues easily with a comprehensive knowledge base, auto-suggestions, and Zia, ManageEngine's conversational virtual service desk assistant.
  • Manage ticket workflows better with the request life cycle feature as well as response and resolution SLAs.
  • Enable end users to get regular updates on their incidents with notification rules, canned responses, request sharing, and more.
  • Minimize backlogs and re-open rates with automated ticket closure, fine-tuned analytics, and quick custom reports.
  • Maximize user satisfaction with user surveys.

Other ITSM processes available in ServiceDesk Plus

  • IT problem management

    Identify underlying issues, record symptoms, and provide work-arounds and solutions easily.

  • IT change management

    Gain comprehensive visibility into the risks and impacts of IT changes and ensure success. Easily create change requests and problems from within incidents, manage IT changes efficiently with customizable visual change workflows, and more.

  • Service catalog

    Build a comprehensive catalog of all IT services provided for end users to choose from.

  • Knowledge base

    Add resolutions to issues directly into the knowledge base from a ticket, create knowledge base articles, and store them for future use.

  • IT asset management

    Easily discover, track, and manage IT and non-IT assets, and keep tabs on software licenses, cost and depreciation, purchase details, and more.

  • CMDB

    Build an inventory of all your configuration items, track them, and define relationships.

  • Enterprise service management

    Extend proven ITSM best practices to departments like HR and facilities with the rapid-start enterprise service desk capabilities.

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