| S.no | Feature | What it's about | Where to find it |
|---|---|---|---|
| 1. | Time Sheet |
Users can add worklogs in a consolidated sheet, and log their overall time spent during a specific time period with an approval process |
Home > Timesheet |
| 2. |
Revamped UI |
Provides a new look and feel for the user interface |
Available in all three editions of ServiceDesk Plus MSP |
| S.no | Feature | What it's about | Where to find it |
|---|---|---|---|
| 1. | MSP Business Dashboard |
Provides visual stats on revenue, customer satisfaction, assets managed, inflow trends, SLA violations, and more for all accounts or individual accounts |
Dashboard > MSP Business Dashboard |
| S.no | Feature | What it's about | Where to find it |
|---|---|---|---|
| 1. | Field service management (integration with Google Maps and Zoho Maps) |
Pin the geographical location of all sites, and locate the associated technicians for each account in the map view |
Home > Maps |
| S.no | Feature | What it's about | Where to find it |
|---|---|---|---|
| 1. | Request Life Cycle |
Configure the sequence of statuses and sequential actions (transitions) required to move from one status to another |
Admin > Help desk Customizer > Request Life Cycle |
| 2. | Change account of a request |
Technicians/administrators can change the account details of a request that's incorrectly logged |
Requests > [request] > Actions > Change Account |
| 3. | Request details page revamp |
Displays the revamped request details page that provides a clear, prioritized display of the request details |
Available in all three editions |
| 4. | Shortcut key for making a call |
Using this shortcut, technicians can call the requester from the request details page |
[Shift+C] |
| 5. | MSP Requester |
Enables MSP Requesters (vendors and third-party) to create tickets through email in other accounts |
Admin > MSP Requester |
| 6. | System notifications enhancements |
Specifies which users (ticket owner, requester, editor, approval sender, or point of contact) can receive system notifications on individual request approval options |
Request Life Cycle > Notification (post action) |
| 7. | Search for requesters using email |
Searches for requesters using an email address in the ApacheLucene search bar |
Top-center, below the Billing tab |
| 8. | View total count of tasks |
View the total count of tasks in the combined list view of requests and tasks |
Click the horizontal ellipsis icon at the bottom-right corner of the task list |
| S.no | Feature | What it's about | Where to find it |
|---|---|---|---|
| 1. | HelpdeskConfig Role |
Perform all request-related configurations across the product |
Admin > MSP Details > Roles |
| 2. | Point of Contact (PoC) Role |
Assign a single source of contact between the managed service provider and the account |
Admin > MSP Details > Roles |
| 3. | Scan attachments |
Scan attachments before they're uploaded to the MSP Portal |
Available in all three editions |
| 4. | Custom notification enhancement |
Select Account Managers in custom notification rules |
Available in all three editions |
| 5. | Request Closing Wizard enhancement |
Show a prompt to the technician while closing a request to fill out mandatory fields |
Admin > Request Closing Rules |
| S.no | Feature | What it's about | Where to find it |
|---|---|---|---|
| 1. | Remove software installation |
Remove the software installation from the users' IT assets |
Assets > Software > Software Details page |
| S.no | Feature | What it's about | Where to find it |
|---|---|---|---|
| 1. | Solution Expiry and Periodic Review |
Set the solution expiration and periodic review date based on their nature and relevance |
Solutions > + New |
| S.no | Feature | What it's about | Where to find it |
|---|---|---|---|
| 1. | Approver configuration enhancement |
|
Admin > Service Catalog > Service Template > Workflow |
