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:
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)
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.