Spend 10 minutes less per IT incident and expedite resolution effortlessly*

Refine IT incident resolution with powerful yet intuitive capabilities like visual life cycles, AI-powered automations, and more.

With ServiceDesk Plus, transform the way your ticketing system works to enhance your ticket resolution experience.

Allow users to log tickets from multiple channels, like email, self-service portals, virtual assistants, and phone calls.

Route incidents to the right technicians and assign them automatically.

Predefine SLAs for different kinds of incidents and set multitier escalations.

Automate preset actions on incoming tickets based on several criteria to best suit your incident management workflows.

Keep technicians and end users informed with timely updates on their tickets via email and SMS alerts.

Build the complete life cycle of incident tickets with statuses and transitions on a drag-and-drop canvas.

Automatically convert alarms from your network and website monitoring tools to service desk tickets.

Allow end users to report issues from multiple channels, such as email, phone, other business apps, the self-service portal, and custom templates.
Record every possible piece of information on an incident using customizable templates during ticket creation.
Automate ticket categorization, routing, and assignment to the right technician using business rules, SLAs, and tech auto-assign.
Considerably cut down resolution times by allowing end users with level 1 tickets and techs handling repeat incidents to find solutions to issues easily with a comprehensive knowledge base, auto-suggestions, and Zia, ManageEngine's conversational virtual service desk assistant.
Manage ticket workflows better with the request life cycle feature as well as response and resolution SLAs.
Enable end users to get regular updates on their incidents with notification rules, canned responses, request sharing, and more.
Minimize backlogs and re-open rates with automated ticket closure, fine-tuned analytics, and quick custom reports.
Maximize user satisfaction with user surveys.

IT problem management

Identify underlying issues, record symptoms, and provide work-arounds and solutions easily.
IT change management

Gain comprehensive visibility into the risks and impacts of IT changes and ensure success. Easily create change requests and problems from within incidents, manage IT changes efficiently with customizable visual change workflows, and more.
Service catalog

Build a comprehensive catalog of all IT services provided for end users to choose from.
Knowledge base

Add resolutions to issues directly into the knowledge base from a ticket, create knowledge base articles, and store them for future use.
IT asset management

Easily discover, track, and manage IT and non-IT assets, and keep tabs on software licenses, cost and depreciation, purchase details, and more.
CMDB

Build an inventory of all your configuration items, track them, and define relationships.
Enterprise service management

Extend proven ITSM best practices to departments like HR and facilities with the rapid-start enterprise service desk capabilities.