ServiceDesk Plus
Help Desk Software Review
Review: ServiceDesk Plus help desk management gives you everything to manage your help desk requests effectively. It includes self-service portal, knowledge base, auto routing of requests, notifications, sla management, email integration, LDAP, AD integration, API integration, custom request form, user survey, flash reports, multi-site support, help desk reporting.
ServiceDesk Plus ITIL ready helps to streamline your IT service with the ITIL best practices easily. The workflow designed out of the box helps you implement without any expert consultations. It includes Incident Management, Problem Management, Change Management, Release Management and Configuration Management Database (CMDB).
- Self-service portal to enable login for users to submit their trouble tickets
- Web-based knowledge-base system for users and technicians to search and add the troubleshooting docs
- NMS Integration to integrate with Network Monitoring Software for tracking events and network failures
- Service Level Agreements to set escalation levels for the SLA violations
- Multi-site functionality to manage requests, assets and technicians separately for different sites in your organization
- Email Integration to handle all the help desk emails sent by the users
- Notification alerts via email or sms, to inform users or technicians for request handling
- Request scheduling to manage and track the preventive maintenance tasks
- API integration to integrate your web-based help desk software with any third-party software
- Active Directory integration to enable user authentication with single sign-on functionality
- Robo technician to automate the "reset password requests"
- Request survey to know the technician competent level and user satisfaction level on request resolutions
- Flash Reports to get a consolidated view on what is happening with your helpdesk
- Help Desk Reports to schedule and review the reports based on Request-status, SLA-violation and many more from the list of default reports or to create your own custom reports
