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Module

Features

Standard Edition

(Help Desk Only)

Professional Edition

(Help Desk + Asset Management)

Asset Edition

(Asset management + CMDB)

Enterprise Edition

(Help Desk + Change + Asset + Project)

Help Desk Management Yes Yes NA Yes
Mail Server Settings Automatic email to ticket conversion Yes Yes NA Yes
Self-Service Portal Yes Yes Yes Yes
Knowledge Base Likes/Dislikes Yes Yes NA Yes
Public/Private/Shared Yes Yes NA Yes
Approve/Reject Yes Yes NA Yes
Home Dashboard (Technician, CIO, External Widgets) Yes Yes Yes Yes
Request Delegation* Yes Yes NA Yes
Announcements Yes Yes Yes Yes
Technician Schedular (Calendar) Yes Yes NA Yes
Reminders Yes Yes Yes Yes
Resource Management Yes Yes NA Yes
User Management AD Import Yes Yes Yes Yes
SAML Authentication Yes Yes Yes Yes
CSV import Yes Yes Yes Yes
Automation SLA Management Yes Yes NA Yes
Business Rules Yes Yes NA Yes
Request Life Cycle Yes Yes NA Yes
Technician Auto Assign (Round Robin/Load Balancing/Zia) Yes Yes NA Yes
Schedules NA NA Yes Yes
Preventive Maintenance Tasks Yes Yes NA Yes
Notification Rules Yes Yes Yes Yes
Custom Actions NA NA Yes Yes
Incident Management Yes Yes NA Yes
Resource Management Yes Yes NA Yes
User Survey Survey Settings Yes Yes NA Yes
Survey Results Yes Yes NA Yes
Service Management Service Request Approval Add-on Add-on NA Yes
Customize Templates Yes
Resource Management Yes
Hardware Asset Management Automatic Asset Discovery (Windows, Network, and Remote) NA Yes Yes Yes
Asset Life Cycle Yes Yes Yes
SCCM Integration Yes Yes Yes
Attended remote support: (Free for up to one concurrent session) Yes Yes NA Yes
Unattended remote access (Add-on): NA Add-on Add-on Add-on
Software Asset Managment Standard, Upgrade, Downgrade, and Suite License NA Yes Yes Yes
License Agreement Yes Yes Yes
CMDB Relationships NA Add-on Yes Yes
Association with ITAM and ITSM Yes Yes
Purchase Management NA Yes Yes Yes
Contract Management NA Yes Yes Yes
Problem Management Add-on Add-on NA Yes
Problem Workflow Incident to Problem Association Add-on Add-on NA Yes
Problem Analysis Yes
Workaround and Solution Yes
Communication Yes
Problem Closure Rules Yes
Change Management Change Types (Standard, Major, Minor, Significant) Add-on Add-on NA Yes
Change Templates Yes
Change Workflow Builder Yes
Change Advisory Board Yes
Change Roles Yes
Change Calendar Yes
Change History Yes
ITSM and CMDB Association Yes
Release Management Release Templates NA Yes
Release Workflow Builder Yes
Release Roles Yes
Release Calendar Yes
Release History Yes
ITSM and CMDB Association Yes
Project Management Project Templates Add-on Add-on NA Yes
Gantt Chart Yes
Import from Microsoft Projects Yes
Resource Management Yes
Association with Request or Change Yes
Reporting Default Canned Reports Yes Yes NA Yes
Tabular or Matrix Reports Yes Yes Yes Yes
Analysis Reports Yes Yes NA Yes
Summary Reports Yes Yes Yes Yes
Audit Reports Yes Yes Yes Yes
Schedule Reports Yes Yes Yes Yes
Apps and Addons Live chat Add-On Add-On NA Add-On
Analytics Plus Yes Yes Yes Yes
SMS gateway Yes Yes NA Yes
Integrations Microsoft Teams Yes Yes NA Yes
Outlook Actionable Message Yes Yes NA Yes
Microsoft Azure Yes Yes Yes Yes
Office 365 Calendar Sync Yes Yes Yes Yes
Jira Yes Yes NA Yes
Slack Yes Yes NA Yes
Endpoint central NA Yes Yes Yes
ADManager Plus NA NA Yes Yes
Zapier Yes Yes Yes Yes
Team Viewer NA NA NA Yes
Cloud Telephony NA NA NA Yes
Developer Space Custom Functions* NA NA Yes Yes
API Yes Yes Yes Yes
Data Management Import/Export Yes Yes Yes Yes
Data Archiving Yes Yes NA Yes
Privacy Settings PII fields Yes Yes Yes Yes
Anonymous and Erase PII Yes Yes Yes Yes
AI ZIA Chatbot* Yes Yes NA Yes

See our pricing page for more details.

  • Request Delegation: Delegate tasks to another user and continue to run the help desk efficiently even when technicians or approvers are on leave or unavailable. Learn more
  • Zoho Analytics: Integrate ServiceDesk Plus Cloud with Zoho Analytics, a highly secure BI platform. Service desk managers can now create powerful reports in no time using a visual builder. Learn more
  • Custom Function: Use data within ServiceDesk Cloud and other external applications to perform custom actions. Learn more
  • ZIA: Optimize help desk management by using Zia, Zoho's AI assistant for business. Zia is now available as a virtual conversational support agent for ServiceDesk Plus Cloud. Use Zia to bridge the gap between end users and the IT help desk. Learn more

Let's support faster, easier, and together

Let's support faster, easier, and together