ServiceDesk Plus - MSP

MSP solutions

Account management

Manage all your clients with our multi-tenant architecture, and configure account-specific automations, service-level agreements (SLAs), knowledge bases, assets, reports, and much more. Deliver personalized service to every client.

Billing and contracts

Bill clients automatically based on predefined service plans. No need to juggle multiple tools—save time when handling recurring bills.

Rebranding

Customize the look and feel of the self-service portal, such as the logo and header image for each account, for a personalized, professional appearance.

Time Sheet

Get an accurate, detailed log of the overall time technicians spent on different activities. Extend Time Sheet capabilities to payroll and resource management.

Reports

Access a wide variety of out-of-the-box reports, generate account-specific custom reports, and gain complete control over your business and help desk activities.

MSP Business Dashboard

Pull up key business metrics—such as revenue generated, the last 12 billing cycles, customer satisfaction, and billable and non-billable hours—without the hassle of writing complex queries or creating new dashboards.

Integrations

Take advantage of powerful integrations with native and third-party apps for 360-degree management of your clients’ IT. Manage each client’s entire IT infrastructure in

a single console.

Field service management

Track your field staff right from your service desk with the help of Google Maps or Zoho Maps. Provide quicker on-site services, say goodbye to the woes of managing technician availability, and prevent unnecessary or canceled trips to the field.

Industry-recommended ITSM framework

Implement service delivery best practices with ServiceDesk Plus MSP's industry-recommended ITSM framework, and ensure superior service delivery to your clients. 

Incident management

Leverage multi-channel support, out-of-the-box categorization options, and automations to resolve your clients' IT tickets seamlessly and meet all your SLAs on time. Reduce outages and manage the complete life cycle of your tickets.

Problem management

Analyze root causes expertly, keep track of known errors, reduce repeat incidents, and give your help desk a much-needed boost.

Change management

Plan, analyze, review, and deliver successful IT changes—and manage approvals along the way—with unique workflows.

Asset management

Manage your clients' IT and non-IT assets remotely, optimize asset utilization, avoid vulnerabilities, and ensure license compliance.

IT project management

Plan, organize, and assign tasks effectively for all projects. Associate projects with other ITSM processes to enhance your IT service delivery.

Service Catalog

Showcase the IT services offered to users of your different accounts. Manage the service delivery process from approval to fulfillment.

CMDB

Manage IT assets throughout their life cycle by visually depicting the relationships between CIs, and analyze the business impact of any outages or change implementations.

Knowledge base

Build a structured, categorized knowledge base for each account. Deflect recurring tickets to boost help desk productivity.

Automation

Automate repetitive processes, and stay on top of your high-priority tickets with features designed to ensure on-time service delivery. Give your help desk productivity a much-needed boost.

Automation in MSP software

Technician Auto Assign

Assign incoming tickets to technicians automatically based on their availability. Reduce the burden on your help desk coordinator, and leave no ticket unattended.

Service Level Agreements

Meet your customers' expectations by creating account-specific SLAs, and achieve a higher level of customer satisfaction by providing quality, timely services.

Email command

Convert emails to tickets and route tickets to the right technicians automatically.

Data archiving

Schedule automatic data archiving to declutter your service desk while preserving unused data.

Request Life Cycle

Visually design the entire life cycle for incoming tickets on a drag-and-drop canvas, adding in various statuses and transitions. Configure and automate actions at various points in the life cycle for improved efficiency. Guide your technicians throughout the ticket resolution process with Next Actions within the ticket.

Customizations

Build efficient help desk processes and attributes, and fulfill your client requirements with the help of unique customization options. Meet your clients' business demands profitably

Fine-grained authorizations

Provide technicians with the required access permissions for specific operations across different modules, and gain greater administrative control.

Multi-site support

Provide support across multiple client sites from a central service desk using site-specific custom workflows and configurations.

Field and Form Rules & Custom Triggers

Create custom, dynamic forms and guide users in entering relevant information with field and form rules, and trigger actions in external applications using custom triggers.

Supported languages

Run ServiceDesk Plus MSP in your native language and support non-English users as well. Choose from 37 different supported languages and deliver services more effectively.

Customizations in MSP software

Asset management

Efficiently manage all your clients' IT and non-IT assets from discovery to disposal. Ensure optimum asset utilization, and drive down costs significantly.

Purchase and contract management

Automate your supplier interactions, gain complete visibility into each asset purchased by clients, and maintain contracts easily with expiration notifications.

Agent-based scan

Scan asset information, look for changes in assets periodically, and make remote desktop connections instantly. Keep track of all IT assets, both new and old.

Integrated remote control

Gain quick access to computers and resolve issues faster. Avoid field trips to diagnose and resolve issues physically.

Software license management

Identify and eliminate unused licenses, plan future software purchases, and ensure software compliance.

Asset Inventory and Discovery

Scan and discover all the IT assets in your clients' organizations and manage those assets efficiently.

Self-service

Design self-service portals unique to each client, and provide access to relevant services and solutions. Make services instantly and remotely accessible for each client with native mobile apps.

Self-Service Portal

Provide easy access to request creation and the knowledge base, and keep end users informed of the progress and approval of their tickets.

Mobile app for iPhone and iPad

Carry your help desk wherever you go with the ServiceDesk Plus MSP mobile app for iPhone and iPad, and always stay on top of your IT services.

Native IT integrations

Provide 360-degree IT service management to your clients with the help of our broad range of integration options. Manage entire client IT infrastructures in a single console. 

Analytics Plus

Leverage powerful reporting capabilities to access key KPIs and metrics, and gain deeper insights into your service desk operations without writing complex queries.

Endpoint Central MSP

Take advantage of software deployment, patch management, remote control, profile management, and more. Control all your clients’ desktops and mobile devices for enhanced service delivery and maintenance.

OpManager

Stay on top of your networks and operations with proactive fault detection and instant outage alerts. Minimize risks and provide immediate support.

Computer Telephony Integration

Boost customer support by routing calls automatically, generating call reports, and creating interactive voice responses. Take customer support to the next level.

Applications Manager

Track and monitor databases, servers, ERPs, and more across physical, virtual, and cloud environments. Get complete end-to-end visibility of clients' IT infrastructure. 

Zoho CRM

Sync accounts and requesters between Zoho CRM and ServiceDesk Plus MSP automatically to always keep your account database up-to-date.

Zoho Books and Zoho Invoice

Sync account details and work logs, generate bills automatically, and schedule and deliver personalized invoices. Turn your focus to more important tasks with easy accounting and invoicing.

Zoho Analytics

Get a 360-degree view of your service desk's KPIs and business metrics, such as billing patterns and trends from different accounts. Make the best business decisions.