Help Desk Software Review

There are so many help desk softwares present in the market. Here i am going to review, 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.

If you are looking for SaaS, you can even go for free saas help desk software from ServiceDesk Plus Ondemand.

Reference : Help desk  
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