| S.no | Feature | What it's about | Where to find it |
|---|---|---|---|
| 1. | Time Sheet | Users can add worklogs in a consolidated sheet, and log their overall time spent during a specific time period with an approval process | Home > Timesheet |
| 2. | Revamped UI | Provides a new look and feel for the user interface | Available in all three editions of ServiceDesk Plus MSP |
| S.no | Feature | What it's about | Where to find it |
|---|---|---|---|
| 1. | MSP Business Dashboard | Provides visual stats on revenue, customer satisfaction, assets managed, inflow trends, SLA violations, and more for all accounts or individual accounts | Dashboard > MSP Business Dashboard |
| S.no | Feature | What it's about | Where to find it |
|---|---|---|---|
| 1. | Field service management (integration with Google Maps and Zoho Maps) | Pin the geographical location of all sites, and locate the associated technicians for each account in the map view | Home > Maps |
| S.no | Feature | What it's about | Where to find it |
|---|---|---|---|
| 1. | Request Life Cycle | Configure the sequence of statuses and sequential actions (transitions) required to move from one status to another | Admin > Help desk Customizer > Request Life Cycle |
| 2. | Change account of a request | Technicians/administrators can change the account details of a request that's incorrectly logged | Requests > [request] > Actions > Change Account |
| 3. | Request details page revamp | Displays the revamped request details page that provides a clear, prioritized display of the request details | Available in all three editions |
| 4. | Shortcut key for making a call | Using this shortcut, technicians can call the requester from the request details page | [Shift+C] |
| 5. | MSP Requester | Enables MSP Requesters (vendors and third-party) to create tickets through email in other accounts | Admin > MSP Requester |
| 6. | System notifications enhancements | Specifies which users (ticket owner, requester, editor, approval sender, or point of contact) can receive system notifications on individual request approval options | Request Life Cycle > Notification (post action) |
| 7. | Search for requesters using email | Searches for requesters using an email address in the ApacheLucene search bar | Top-center, below the Billing tab |
| 8. | View total count of tasks | View the total count of tasks in the combined list view of requests and tasks | Click the horizontal ellipsis icon at the bottom-right corner of the task list |
| S.no | Feature | What it's about | Where to find it |
|---|---|---|---|
| 1. | HelpdeskConfig Role | Perform all request-related configurations across the product | Admin > MSP Details > Roles |
| 2. | Point of Contact (PoC) Role | Assign a single source of contact between the managed service provider and the account | Admin > MSP Details > Roles |
| 3. | Scan attachments | Scan attachments before they're uploaded to the MSP Portal | Available in all three editions |
| 4. | Custom notification enhancement | Select Account Managers in custom notification rules | Available in all three editions |
| 5. | Request Closing Wizard enhancement | Show a prompt to the technician while closing a request to fill out mandatory fields | Admin > Request Closing Rules |
| S.no | Feature | What it's about | Where to find it |
|---|---|---|---|
| 1. | Remove software installation | Remove the software installation from the users' IT assets | Assets > Software > Software Details page |
| S.no | Feature | What it's about | Where to find it |
|---|---|---|---|
| 1. | Solution Expiry and Periodic Review | Set the solution expiration and periodic review date based on their nature and relevance | Solutions > + New |
| S.no | Feature | What it's about | Where to find it |
|---|---|---|---|
| 1. | Approver configuration enhancement |
| Admin > Service Catalog > Service Template > Workflow |
