June 2021 (Version: 11300)

Make way for better ticket template and category predictions with Zia.

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.

Improve asset discovery with the new, unified agent.

The new agent from ManageEngine Desktop 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 Desktop Central's agent-based asset discovery capabilities and more in ServiceDesk Plus.

Learn more about the new, unified agent here.

Analyze survey data with the improved Analytics Plus integration.

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.

Reconcile software with ease.

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.

Leverage the new ServiceDesk Plus add-in for Microsoft Outlook.

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.

Other quality-of-life improvements:

You can read the entire list of improvements rolled out in the latest release here.

Let's support faster, easier, and together