General
Web-based access
Custom tracking fields
Data archiving
Technician broadcast messages and notifications
Custom Function Usage Stats
Secondary email for technicians
PSA capabilities
Account (Customer) management
Multi-tenant architecture
Multi-site support for each account
Association of sites and groups for technicians
Association of templates with multiple accounts
Customer-specific SAML and 2FA
Customer-specific email outbox
Customer-specific themes
Default (Site) Settings
Account Archive
Inactive Account
Advisory
In-house Technicians
Account (Customer) Group
Automated billing
Bill Rules
Service Plans
Top Up Plans
Contract Billing
Ad hoc billing
Job Sheet Customizer
Time Sheets
Resource Management
Visual task and workload management
Flexible Task filtering by Time, Site, Group, and Technician
MSP Business Dashboard
ITSM best practices support
Service catalog
Incident management
Asset management
CMDB
Purchase management
Contract management
Problem management
Change management
Release management
Project management
Knowledge management
Request management and call tracking
Multiple request modes
Phone
Chat
Self-service portal
Right-to-left language support
Ticket logging and tracking
Auto-generate tickets
User-facing announcements
Email communication from ServiceDesk Plus MSP
Automated email conversation grouping
SMS notification and alerting from ServiceDesk Plus MSP
Email parser
Automatic message classification and routing
Request forwarding (manual and automatic)
Request form customization
Dynamic request form builder with field and form rules
Request grouping
Merge request management
Rich text editor and attachment support
Request scheduling
Technician calendar
Real-time request collaboration
Request sharing with end users and technicians
Role-based technician access
Fine-grained authorizations for technicians
Tasks creation within each request
Task dependency management
Email spam and notification filters
Request classification and routing based on support groups
Request and workstation history
Request history filters
Request classification by category
Combined request and task view
Priority and severity levels for requests
Business rules: Condition-based actions
Automatic request escalation based on business rules
Rule-base email triggering
Automated rule application following request modifications
Cascading rule execution
Technician queue management
Document attachment to requests
Centralized request operations
Request closure rules
Automatic ticket closure upon denial of a request
Technician auto-assignment
Round-robin ticket assignment
Ticket load balancing
Categories, subcategories, and items import from CSV files
Request action menu configuration
Request workflows configuration with custom triggers
Custom actions: Build your own actions based on your business requirements
Custom scripts
Deleted request recovery
Comment addition for status updates in a request
Request life cycle
Backup technician
Backup approvers
Kanban view
Triggers for Request Sub Entities
Move requests between instances
Timers for triggers
Announcement banners
Index requests with relevant tags
Checklists tracking
SLA management
Automatic escalations
Multi-level escalations
Proactive and reactive SLA notifications
First-response-based SLAs
Service catalog
Service request logging
Service categories and services management
Multiple SLA configuration for service requests
Service request approval
Approval reminder notifications scheduling
Resources addition to the service request templates
Catalog management for different user groups
Incident management
Incident logging and classification
Incident status customization (for example, Open, On-hold, or Closed)
Incident templates
Mapping incidents to affected assets
Mapping incidents to configuration items (CIs)
End user self-service
Self-service portal personalization
Personalized self-service portal views for technicians and requesters
Custom widgets
Web-based
Incident Reporting
Service request creation
Request details tracking and modification (including request status updates)
User profile editing (name, contact information, etc.)
Searchable knowledge base
Solution and announcement auto-suggestions for requester during request creation
Self-service portal customization
End user-initiated change requests
Consumables Widget access on the home page
Artificial Intelligence and Machine Learning
Crafting responses to direct questions from technicians and end users
Contextual response generation from database for complex queries
Performing service desk operations like opening and closing tickets
Execution of user's approval action based on the email response
Prediction of relevant technicians, categories, and templates for requests
Multi-portal support
Zia priority prediction for requests
Asset management
Barcode scanning
Label customization
Automatic workstation discovery
Discovery of all IP devices (for example, printers and scanners)
Discovery and complete scan for Windows, Linux, and Mac machines
Distributed workstation scan
Software license import via CSV files
Vendor and asset associations along with their details
Assets and asset relationships
Asset history with a list of associated requests
Software compliance
Support for client access licenses and volume-based software licensing
Network scans and file import options to build IT asset inventory
Remote control
Asset loan
Asset Booking
Asset Replenishment
Enhanced tracking of license limits on assets and technicians
Triggers and custom actions for assets
Consumables tracking and management
Asset replenishment
Vendor data import and asset association
Widgets on the Assets dashboard
Asset life cycle
Asset workflows configuration with custom triggers
Asset auto-assign
Fine-grained access to assets
Asset acknowledgement
Product type based form template customization and additional fields
Custom notifications for assets
CMDB
CI relationship mapping
Configuration item management
Support to define CI types and relationship types
Ability to attach documents to CIs
Map view for CI relationships explaining the relationship between CIs
Integration with the incident management module
Integration with the problem management module
Integration with the change management module
Integration with the release management module
Integration with the contracts module
Triggers and custom actions for CMDB
Exportable CMDB relationship maps as CSV or image
CI downtime tracking
Rule-based CMDB updates using sync rules
Custom menu for CMDB
Purchase management
Purchase order management
In-app vendor contact
IT assets and vendors association
Purchase order approval system
Approval reminder notification scheduling
Support for adding invoice details to purchase orders
Purchased assets reconciliation with scanned assets
Purchase requests
Purchase order to service request mapping
Purchase order configuration templates
Custom triggers for purchases
Conversations for purchase orders
Site-based purchase orders
General ledger codes and cost centers for items
Import purchase orders
Configure additional fields
Purchase Dashboard
Contract management
Contract creation and maintenance
Centralized storage of contract documents and information
Asset-contract association
Automated notifications for contract expiration
Parent-child contracts
Renew contracts
Multiple contract notifications
Automatic generation of requests for contracts nearing expiry
Site-based contracts
Open-ended contract validity
Automated contract renewal support
Saving contracts as drafts
Contract conversations
Contract usage tracking
Contract termination
Contract templates
Contract access control
Custom triggers for contracts
Contract costs in the vendor's currency
Additional fields configuration
Contract Dashboard
Problem management
Problem logging and classification
New problem ticket creation from an incident
Multiple incidents association with a single problem
Problem priority
Root cause analysis, impact, and symptoms documentation
Workarounds, solutions, and known errors documentation
Approvals
Problem Closure Rules
Problem Life Cycle
Problem workflows configuration with custom triggers
Problem Templates
Dynamic template creation using visual layout and Form and Field Rules
Multiple change associations
Logging changes initiated and caused by release
Triggers and custom actions for problems
Conversations
Workaround and Resolution provision using Solutions
Custom Menu
Timer for Triggers and Workflows
Copy Problem
Assets and CIs association to a Problem ticket
Trigger for Sub Entities
Custom Widgets
Recover deleted Problems (Trash)
Closure Code
Change management
Initiation and logging of new change requests
Change requests creation from an incident or problem or project
Multiple incidents or problems or projects association with a change
Custom change templates
Custom change role creation and template association
Change workflows configuration with custom triggers
Dynamic templates with field and form rules
Change Risk
Closure Code and Rules
Stages and Statuses configuration
Reason for change
Change Type
Additional fields configuration
Notification rules and customizable notification templates
Creation of change advisory boards (CABs)
Change approval from CAB members
Approval reminder notifications
Documentation of impact, rollout, and back out plans, and usage of a checklist for change implementation
Documentation of planned and actual downtime
Change implementation coordination
Document change review
Announcement scheduling for technicians, end users, or both
Triggers and custom actions for changes
Deleted change recovery
Stage-based task creation in changes and change templates
User acceptance testing and release stages
Project association
Release association
Change Calendar View
Change replication
Change conversations
Multi-stage and multi-level change approvals
Backup Approver
Custom change action configuration using custom menu
Tailored change notifications for stakeholders
Restricted access to configured stages and statuses in the change workflow
Association of Change Roles with support groups, change request sites, or group-based technicians
Conflict detection for changes
Timers for triggers and workflows
Release management
Custom release templates
Custom release roles creation
Associating release roles with templates
Initiation of release requests from incidents or problems
Initiation of a release request from a change request
Association of multiple incidents or problems caused by a release
Stages and statuses configuration
Additional fields configuration
Closure Code configuration
Release Calendar View
Notification rules and customizable notification templates
Documentation of impact, rollout, and back out plans, and usage of checklist for release deployment
Custom notifications delivery
Scheduling approval reminders
Tailored announcements to technicians and end users
Post-deployment training and review
Assets and CIs association to releases
Triggers and custom actions for releases
Problem workflows configuration with custom triggers
Timers for triggers and workflows
Triggers for Release Sub Entities
Recover deleted releases
Dynamic templates with field and form rules
Releases, release tasks, and release conversations information import
Custom menu for releases
Custom widgets for releases
Association of releases with requests
Release Dashboard
Project management
Custom project templates
Support for importing data from Microsoft Project as a .mpp file
Support for importing projects in CSV, XLS, and XLSX formats
Project, milestones, and task integrations
Task planning and management
Project history
Additional fields configuration
Project Status
Configure Project roles
Project Timesheet
Notifications and comments
Project Recent Updates (Feeds)
Gantt view
Project Gantt map export as PDF
Kanban view for projects
Kanban view for project tasks
Task dependency management
Resource management
Project specific settings
Custom triggers and custom functions for projects
Requests association with a project
Changes association with a project
Releases association with a project
Enterprise service management
Single enterprise directory
Unique service desk instances
Built-in catalog and templates specific to each service desk instance
Centralized request portal
Space management
Custom schedules
Custom schedules
User surveys
Customizable surveys for incident and service requests
Multiple question types
Multi-language support
General survey
Survey trigger criteria
Reporting
Prebuilt, standard reports
Custom reports
Flash reports
Flexible report export (CSV, XLS, or PDF format)
Report scheduler (auto-generation and distribution)
Real-time updates in reports
Custom Report Scheduling
Query reports for developers
Custom widgets for reports
Others
Activities: Combined view of tasks and requests
Custom Modules
Site locale and locale-specific notification templates
In-product communication
SmartView in Dashboards and the Scheduler
Custom triggers and custom functions for tasks
Executive Dashboard
Request sharing with end users and agents
Mobile apps for Android and iOS devices
Remote control
Live chat
Cloud file attachment
Custom function
Integrations
Endpoint Central MSP
Mobile Device Manager Plus
OpManager MSP
ADManager Plus
ADSelfService Plus
Key Manager Plus
Password Manager Pro
PAM360
Analytics Plus
Application Manager Plus
Site24x7
Zoho Assist
Zoho CRM
Zoho Books
Zoho Invoice
Zoho Maps
Zoho Circuits
Zoho Creator
Zoho Survey
Zoho Flow
Zoho Vault
Zoho Directory
Microsoft 365
Microsoft Azure AD
Microsoft Azure AD User Sync
Microsoft actionable messages
Microsoft Outlook
Microsoft Calendar
Microsoft Teams
Microsoft SCCM
Microsoft Intune
Microsoft Azure Dev Ops
Atlassian Jira
Slack
Telephony
Quickbooks Online
Xero
Salesforce CRM
Google Maps
Zapier
TeamViewer
API
Native Email
Single Sign On
AD FS 2.0/3.0
Google Apps
Okta
Microsoft Azure AD
SMS
Active Directory
*In the cloud version of ServiceDesk Plus MSP, these integrations are exclusively for use within the MSP organization and cannot be utilized for customer accounts.
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