ManageEngine ServiceDesk Plus 6.0

ServiceDesk Plus is a 100 % web-based Help Desk and Asset Management software. By integrating Ticketing, Asset Tracking, Purchasing, Contract Management and Knowledge Base in one low-cost, easy-to-use package, ServiceDesk Plus gives you the ability to improve productivity of your IT Service team and keep your end-users happy.
Features
· Email to Request conversion
Automatically convert the emails sent to Help Desk into trouble tickets.
· Web Enabled
With ServiceDesk Plus being a 100% web-based Help Desk solution, enable your end users to submit support requests (trouble tickets) from anywhere, anytime using just a browser.
· Network Generated Tickets
Automatically generate trouble tickets when network devices fail.
· Active Directory Integration
Import Requester (User) related information from Active Directory (AD). Keep the AD & ServiceDesk Plus databases in sync. Authenticate user login through AD.
· Import from .CSV Files
Import Requester & Asset details from .csv files.
· User Survey
Conduct Customer Satisfaction & User Surveys. Also get User Survey related consolidated reports.
· Complete History of Request
Complete change history of a request is maintained to facilitate audit processes. You can also lookup a history of requests from a particular workstation to identify workstations with chronic failures.
· Help Desk Reports
Get complete reports on Help Desk load, technician performance and SLA violation. More on Help Desk Reports
· Holidays / Operational Hours
You can configure yearly holidays and operational hours for your help desk. You can also create special Service Level Agreements that override these operational hours in case of emergencies.
· Technician Notes
Technicians can add notes to the request to add related information like action taken.
· Notify Technicians
Automatically notify technicians when a new request is assigned to them.
· Automatic Escalations
Escalate requests to different support reps within your staff and notify managers when cases are not resolved within specific time limits.
· SLA Management
Create User, Department, Priority or Category based SLA rules and ensure compliance.
· Knowledge Base
Using the Searchable Knowledge base, both the technicians and the end users can search for solutions to common problems. More on building a Knowledge Base
· Self-Service Portal
End users can use the self service portal to submit new requests or check the status of their open requests. More on the benefits of having a Self-Service Portal
· My Tasks
Create follow-up tasks and never miss an appointment or forget an important call.
· Keep End Users Informed
Automatic email response to Requesters on request creation and closure.
· Flexible Help Desk
· Add custom fields to the request form to capture information specific to your business needs
· Automatic Case Routing
Automatically assign requests to support reps based on the type of request.
· Workstation Info
Get complete hardware and software information about the affected device directly from the request.

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