We started off in 2005 with help desk module. Thanks to our customers, we’ve come a long way since then. Unlike other players, ServiceDesk Plus is a help desk software that is built entirely on our customers’ feedback and requirements. In line with our customer-savvy approach, each new version is a direct result of the requests we receive from our customers.

Once gain, we’ve released the much-awaited ServiceDesk Plus 9.0 based in large part on suggestions and feedback from our loyal customers!

So why upgrade?

This release is loaded with new and exciting features that will take your help desk experience to the next level. We brought in workflows and automations to ease your help desk operations. We also managed to sneak in a few features that I’m sure your technicians will love.

What’s in ServiceDesk Plus 9.0 for the Admins and Managers?

Change Workflows

We’ve enhanced the Change Management Module, which allows you to turn the theories and guidelines of the ITIL Change Management into a concrete but simple process that can be quickly implemented. The newly-introduced Change Workflows allow you to simplify the change lifecycle by configuring workflows that suit your organization’s needs. Now for each status, you can set the next status/stage and also notify certain change roles on the progress of the change request. The other enhancements in Change Management module include Change Roles, Stage and Status customizations, Change Templates, Change Closure Code and lots more.

Dashboard Customization

As you know the needs of an IT manager differ from one another. To address your unique needs, we have brought in an option to customize your dashboards. Our new dashboards will help to visualize the data in the system and assist in making fact-based decisions. You can create private or public widgets that will be displayed in the Dashboard Tab of ServiceDesk Plus. Reports with charts can be made as widgets as well

Software License Enhancement

ServiceDesk Plus has always had a robust SAM module, but in this release it’s even better with new UIs, support for tracking and managing upgrade/downgrade licenses and the suite licenses. Now, using ServiceDesk Plus, you can automatically detect suite software installation during the scan. This comes in quite handy when managing Microsoft and Adobe suite products.

What’s in ServiceDesk Plus 9.0 for the Technicians?

On Hold Scheduler

Usually technicians place a ticket on hold (like in the case of ‘user out of office’) while keeping a mental note as when to reopen the same ticket. But many times, technician will tend to forget and the ticket goes unattended for a few days. With this upgrade, the technician gets to set a time and the ticket automatically reopens as scheduled. This helps ensure that the technician delivers the service on time.

Request Trash

To err is human and we understand that. That is why we’ve brought in a daily trash service to manage deleted tickets. Technicians can now view and retrieve accidentally deleted tickets from the trash within 24 hours after which the system automatically does a cleanup.

Lucene Search

Searching through a whole bunch of tickets is always time-consuming, but not anymore with ServiceDesk Plus. We have switched to the Lucene search algorithm, which is the most powerful, accurate and efficient search out there. This allows you to perform lightning fast searches in the request module.

This is just a tip of the iceberg of what ServiceDesk Plus 9.0 has to offer. Now is the time for you to explore for yourself. Upgrade now and get your smarter help desk!