Perform custom actions on requests if their conditions remain unchanged for more than the intended time. For instance, when end users do not provide the required information to technicians on time, send timely reminders. Similarly, with request timers, you can configure rules to send notifications to technicians, send updates to stakeholders, trigger webhooks, execute custom functions, escalate requests, perform field updates, and do even more when specific criteria are met.
Enable uniform formats for the date, time, and time zones for all users across the application by overriding personalized settings.
Keep tabs on the security status of your application using the security meter. Classify the level of security as unsecured, weak security, moderate security, or highly secure based on the security score. Secure your application effectively by quickly accessing security settings.
The Problem Management module is now available as an add-on for the Standard Edition of ServiceDesk Plus. Automate problem workflows with custom triggers. Perform actions like sending notifications to stakeholders and executing scripts and custom functions when specific conditions are met. Control data in third-party applications using custom functions for problems.
Devise maintenance plans well ahead of time using the calendar view and sort them conveniently with the list view. Get the complete picture of a scheduled maintenance operation by viewing its details and history and managing the associated requests. Suspend or restart scheduled maintenance operations according to your business requirements.
You can now create task dependencies by simply connecting the source node of one task to the target node of the destination task. You can also track the progress level of each task. Task dependencies now support API integration.
Administrators can create commands to execute actions via the ServiceDesk Plus bot within Microsoft Teams. Technician groups can be mapped to their respective channels in Microsoft Teams to trigger notifications in these channels when requests are assigned.
Approvers can seek clarification from requesters before approving or rejecting tickets using the Need Clarification button to converse with them right from within the Request Approvals pane. Spot tickets that are pending clarifications sought by approvers with the Pending Clarification indicator.
Use the one-time, one-month, free trial license to explore and familiarize yourself with the latest features of ServiceDesk Plus.
Analyze ITSM metrics with graphical enhancements
View graphical charts rendered by Zoho Charts on your dashboard. Visually track ITSM metrics using new chart types, like funnel and pyramid, and maximize widgets to gain in-depth insights.
Perform intricate analysis by drilling down to service desk metrics using the Reports module
Sort requests based on the date and period. Traverse the resulting tree structure by hovering over and choosing the required constituents to gain an in-depth understanding of requests. Share the drill-down analysis with technicians using the URL.
Generate and manage reports better with other enhancements
New reports can be created when existing custom reports are edited. Multiple reports can be scheduled periodically. Also, reports can be exported and emailed in XLSX format, including for requests, purchases, and software. Technicians can be informed when admins edit or delete their reports.
Manage endpoints easily by integrating with UEM solutions
Integrate UEM solutions like Patch Manager Plus, Remote Access Plus, Application Control Plus, Vulnerability Manager Plus, Device Control Plus, and Endpoint Central (formerly Desktop Central) with the Enterprise Edition of ServiceDesk Plus to manage endpoints effectively.
Track the call history of your service desk using telephony integrations
Keep tabs on the details of incoming and outgoing calls to and from the service desk. Raise a request when a call remains unattended by a technician.
The new Spaces module, now available with the facilities service desk, enables facilities management teams to optimize their organization?s space usage and stay on top of their workspace management across all campuses.
Organizations can visually map all levels of their campus?from buildings to rooms?and link the amenities and facility services to individual spaces. Facility managers can also associate tickets and assets with all the managed spaces for easier service management.
IT managers or asset managers can easily make sure that the asset inventory stays at optimum levels. When the asset inventory falls below a certain threshold, email notifications can now be configured to notify relevant technicians. The new configurations can be found under Asset Replenishment in the Assets module.
IT technicians can improve ticket resolution times by initiating a chat with the requester right from the ticket details page.
The new SolarWinds connector helps import scanned asset data, such as network devices, workstations, and servers, from SolarWinds instances to ServiceDesk Plus.
Operational hours can vary depending on the day of the week, so a static setup just doesn't work. To address this, you can now configure custom operational hours, along with a break session, specific to each day of the week. Exclusion rules can also be configured to define the non-working days of each month.
The latest release has several new enhancements in change management. Change admins can configure settings related to editing, approval actions, or email notifications in a change request via Change Configurations. Those with the ChangeOwner or SDChangeManager roles can manage tasks in the change implementation stage even after the change is closed. Task-related notifications can also be sent after change completion.
Finally, a change that has been deleted can now be restored later if needed.
Organization admins can now allow users to access any service desk instance in the ESM portal directly with alias URLs. Admins and instance owners can configure these URLs under Instance Settings in the ESM Directory. On accessing the URL, users will be redirected to the Home tab of the instance.
The reports module now includes predefined chat reports such as Chats initiated by requester, Chats answered by a technician, Unanswered chats, and Completed Chats.
The new release module brings strong release management capabilities to ServiceDesk Plus, helping you transform your release efforts by leveraging best practices to plan, build, test, and deploy releases to your production environment. Release management works in tandem with change and project management to ensure smooth deployment of releases across your IT infrastructure.
Build graphical release workflows to define release strategies, configure useful automations to accelerate releases, and set up standard operating procedures for releases in your IT infrastructure.
Zia, our AI assistant, is now available as a conversational virtual support agent. You can now ask Zia to perform a variety of help desk operations, such as raising requests, assigning technicians to requests, and viewing solutions and announcements, all from a single chat window. Zia can handle L1 tickets to free up technicians' time and provide rapid support for users.
Create custom product tours to educate users and familiarize them with the self-service portal. You can create tours in multiple languages and automatically provide requesters with an appropriate tour based on their preferred language.
Keep your user repository updated with Delta Sync, which pulls the latest user details from Active Directory into ServiceDesk Plus. Delta Sync minimizes the data payload transferred during an import, and it is scheduled along with the full scan. To schedule the next import or view past imports, go to the ESM Directory or the Admin tab, then click Active Directory.
You can also schedule LDAP imports to periodically sync user details from all the available domains with ServiceDesk Plus. To schedule LDAP imports, go to the ESM Directory or the Admin tab, then click LDAP.
You can now mark additional user fields that contain personally identifiable information (PII) or electronic protected health information (ePHI) to identify the sensitive information collected and stored in ServiceDesk Plus. Technicians' and end users' PII and ePHI in marked fields will be handled in accordance with data privacy regulations to ensure user data is protected.
You can read the entire list of improvements rolled out in the latest release here.
Zia, our AI-powered assistant, now suggests both ticket categories and templates during ticket creation to help users submit the most relevant information. Zia continuously learns from the data in the application. She inspects every incoming request and learns user behavior to improve ticket category and template predictions.
Each of Zia's predictions is recorded and can be evaluated and marked as a correct or incorrect prediction by the user. This feedback will be used to re-equip Zia with training data, enabling the bot to make better-informed decisions in the future.
The new agent from ManageEngine Endpoint Central offers improved asset discovery, remote control, and warranty tracking capabilities and is available for all ServiceDesk Plus users with the Professional and Enterprise editions. This transition to a unified agent helps harness Endpoint Central's agent-based asset discovery capabilities and more in ServiceDesk Plus.
Learn more about the new, unified agent here.
Additional fields in templates and forms can now be encrypted to collect specific ticket information while maintaining anonymity. All encrypted fields will be hidden in reports, ensuring compliance, data protection, and security.
The advanced analytics integration supports survey data from ServiceDesk Plus. Create and manage reports and dashboards based on survey data to gain better insight on user surveys.
Reduce clutter by merging multiple entries of the same software, with licenses and purchase orders carried over seamlessly. The most recent of the two software becomes the parent, and all licenses and purchase orders transferred to it will automatically take its name, making it easy to track all your software licenses and POs.
Good news for Outlook users: ServiceDesk Plus is now available as an add-in for Outlook. Using this add-in, users can raise requests and track their progress from their Outlook mailbox. Technicians can also perform a variety of ticket actions, like editing, picking up, or even assigning requests, without leaving Outlook.
You can read the entire list of improvements rolled out in the latest release here.