Explore the latest features and enhancements in ServiceDesk Plus Cloud released in the past six months.
In this episode, we will walk you through:
- Request sharing
- Zia auto-approval
- Live chat enhancement
- Fine-grained asset access
- Workflows for core ITSM practices
- ChatGPT integration
By the end of this episode, attendees would be well versed with the latest capabilities and enhancements released in ServiceDesk Plus Cloud and able to leverage them to revamp your service delivery operations.
Frequently Asked Questions
A technician can share service requests with both technicians and requesters.
No, the ticket view is restricted based on the request view permissions configured in your instance.
No, fine-grained asset access can be configured only for technicians.
Currently, there are no limits to the number of workflows you can create in ServiceDesk Plus Cloud.
No, the reports will only take the values from the technician field, and when a ticket is shared, the technician field will not change if multiple technicians are working on a request. Technicians can log their work and you can generate reports on worklogs to track the contributions made by each technician.
To setup the Microsoft Teams integration, navigate to Setup > Apps & Add-ons > Integrations, and enable the integration. To learn more about how to set up the integration, click here.
Yes, the live chat call queue works on a round-robin model based on the number of technicians available. Live chat is a separate add-on in ServiceDesk Plus Cloud.
For further information, you can write to hello@servicedeskplus.com and we'll be glad to help you.