Service desk plus

Comparison Document
Compare the different Editions of ServiceDesk Plus

Zoho Corporation Confidential Document ManageEngine is a part of Zoho Corporation (Formerly Adventnet Inc.)

Your Help Desk evaluation is not complete until you checkout the comparison between the different editions of ServiceDesk Plus and the price. Here is a list prepared based on customer queries.www.manageengine.com

Powering IT Ahead
Standard Edition Professional Edition Enterprise Edition

Features General Features Easy web based access Provision to create custom tracking fields Minimal learning curve supported with simple user training Supports ITIL Standards Configuration wizard to setup software Data Archiving ITIL Standards Support Incident Management Problem Management Change ManagementRelease Management Integrated CMDB Call Tracking/Request Management Request modes • • • Email Phone Self-Service portal

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Multi-site Support Central repository to log and track issues Auto-generation of tickets Announcements to display important crisis to the usersMaintenance Contracts links

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Send and receive email from the application Send and receive SMS (short message services) from the application Create tickets from incoming email Email Parser Automatic classification and routing of messages Forward requests manually and automatically Request FormCustomization Rich text editor and ability to add attachments Requests Scheduling Technician Calendar Technician access roles Fine grained authorizations Creating multiple tasks for the request Handling of dependent task Email Spam Filter & Email Notification Filter Classification and routing based on work groups Instant request and workstation history Request classification by categoryCommunicate priorities and severities along with the request Automatic escalation of requests based on Business Rules Trigger email when a business rule is matched Apply business rule after editing a request Continue with subsequent business rules after one rule is matched Queue support to efficiently manage technicians Provision to attach documents to a request Manage, edit, assign, and close tickets as agroup Work orders for dispatching maintenance/service technicians Request Closing Rules

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Incident Management Incident Classification Record Service Requests Impact Urgency Priority Status (e.g., Open, On hold, Closed etc.) Link incidents to assets and CIs Mailbox Management / Link an incident with an email Incident Templates Self-Service Self-service portal included with the Help Desk Is it web-based? End users can create new requests Check statusand update existing requests Update contact details Search knowledge base for users Access to Frequently Asked Questions (FAQs) Knowledge Management Access to knowledge management services for technicians Approval for newly added solution Keyword search to find solutions based on request description Indexed document search for faster results Search history with previously resolved requestsFrequently Asked Questions (FAQs) Rich text editor Problem Management Problem detection and classification Initiate new problem from incident Initiate/Record new problem Associate multiple incidents to a single

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