IT Help Desk Software - There are so many help desk softwares
present in the market. Here i am going to do help desk software review
of ManageEngine ServiceDesk Plus.
With the web based help desk software ServiceDesk Plus, you can convert
all your helpdesk emails into tickets and log request for all phone
calls or walk-in or web-form requests. You can even create multiple
support queues and define business rules. You are provided with some
default templates for placing incidents, requests, problems, resolution,
reply etc.
ServiceDesk Plus provides you an auto-assign technician functionality
which follows the Round Robin or Load Balancing model, and based on the
availability of the technicians and criticality of the incident. You can
even exclude some technicians, enable some matching criterias or assign
based on the business rules.
Technicians can mark the issues as resolved, open, pending or closed
thereby providing a user-friendly workflow. You can get multi site
support from serviceDesk Plus which allows your business units across
all the geographic areas to have a single help desk which takes into
account all the different rules and regulations of each unit.
Users dont need to access the web interface to submit issues. Rather,
they can use the self-service portal from ServiceDesk Plus where they
can raise their request, search solution in the knowledge base or check
the status of their tickets.
ServiceDesk Plus allows flexible API integration with monitoring
software, Remote Control, E-mails and pagers, AD Synchronization,
Windows Single Sign-on and Mobile Access.
ServiceDesk Plus Architecture
If you are looking for SaaS, you can even go for free saas help desk software from ServiceDesk Plus Ondemand.
For detailed feature by feature listing, check ManageEngine ServiceDesk Plus Review
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