Is Service Desk Plus the Best Helpdesk Management Software?

by ellaharry

It is far too common for businesses to struggle with scalability problems sooner or later in their growth patterns. Scalability problems, in simple terms, can be defined as problems that arise due to the changing size of the organization.

In other words, for businesses that are growing or utilize numerous people in various locations, it can be pretty hard to keep track of everything that is going on. In fact, the more diverse a business is the more scalability related problems it will face. This is where businesses can benefit from helpdesk management software programs.

If you are looking for a helpdesk management software program then it is likely that you have come across Service Desk Plus from Manage Engine. Moreover, you are most probably wondering whether this software program is really as good as everyone is making it out to be.

This is the question that we will attempt to answer by simply analyzing the primary capabilities of Service Desk Plus. Consider the following in terms of your organization’s requirements and you would even find out if this helpdesk management software would be useful for your business.

Multiple Offices

This software program also has the ability to allow people to access the helpdesk regardless of their location. Therefore, it can be especially useful for businesses that have many smaller branches in different locations. With multi site functionality, a business can use this software program to manage various tasks and assignments.

Knowledge Base Cross Checking

This software program has a central knowledge base database which allows people to not only post technical documents but also search for the same. Access to such information can help technicians and employees resolve their own problems and situations.

NMS Integration

The problem with many online helpdesk software programs is that they do not have enough compatibility with the famous network monitoring software programs. However, this software program does not suffer from such a problem.

Instead, it boasts of a devoted Network Monitoring Software Integration feature which allows it to tie up with existing network monitoring software programs. This, hence, allows the administrator to track and monitor various events and tasks on the network.

Handling SLAs

Many businesses have to make Service Level Agreements. This is usually seen in businesses which offer a wide variety of services to their clients. Businesses that are medium to large scaled in size can experience difficulty in keeping up with all the existing SLAs and even making new SLAs.

However, this helpdesk management software program has a separate module for SLAs which allows it to be very useful to every individual ranging from a technician to a manager.

Client Servicing and Management

Client management is one of the most important aspects of running a business. Moreover, a business that has multiple SLAs has multiple clients as well. These clients can be managed with this software program because it not only allows for email integration but also trouble ticketing.

In addition to this, along with the ability to schedule and track tasks, it can become easy to help clients and keep them satisfied.

Reports and Summaries

The larger a business gets, the more pertinent the need for monitoring activity becomes. Fortunately, this helpdesk management software program allows this in a streamlined manner as it generates consolidated and summarized reports at regular intervals.

 

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