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ManageEngine Enhances MSP Offering of ServiceDesk Plus With Version 10.5

ManageEngine has released version 10.5 of ServiceDesk Plus MSP, with a new UI and features including MSP Business Dashboard, Time Sheet, and field service management.

New features in the release include:

  • Business dashboard. View the status of business operations through data on revenue, available technicians, billed time, number of managed assets, customer satisfaction, and more. Widgets are customizable and data can be viewed across all accounts or filtered to a specific account.
  • Time sheet. Automatically convert ticket worklogs into timesheets and submit them for approval with automated workflows. This tab provides a consolidated view of all hours of work for technicians.
  • Request Life Cycle. Design workflows for specific requests using a drag-and-drop canvas.
  • Maps integration. Integrate with Zoho or Google maps to view locations of all operations around the globe, and allow field staff to update their location from the mobile app to improve field service management.

Several additional features include a new Point of Contact feature, a help desk config role to allow a technician to modify help desk configurations, the ability to move tickets between accounts, custom trigger enhancements, and other improvements.

Source: ManageEngine ServiceDesk Plus at SoftwareReviews, Report published February 2020 (note that the MSP offering is not currently in SoftwareReviews)

Our Take

While the service desk software market has become fairly saturated, managed service providers (MSPs) have unique requirements and a smaller scope of tools to choose from to meet their multi-customer support needs. ManageEngine’s ServiceDesk Plus MSP offering was developed specifically for MSPs to manage multiple accounts from a single platform. Features unique to the MSP offering, such as the ability to define unique SLAs and escalation criteria for each site in each account or monitor billable hours and automate timesheets for approval, are necessary to provide service to multiple clients.

This latest release enhances the product by addressing several feature requests from existing customers and adding new features (such as field service management) that will streamline MSP operations. However, a great tool is not enough to deliver great service. MSPs should focus first on customer satisfaction and establishing well-defined processes aligned with the unique needs of each business they support to be successful.

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