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Description
Transform customer support into a seamless experience directly from your WordPress site. Every action taken on each ticket is meticulously recorded, giving you total oversight! Automate email notifications for six crucial events, such as when a new ticket is created or when a ticket receives a response. You have full authority over all text and graphics displayed. Enhance your email capabilities and event tracking through our premium add-ons. Assign tickets to the support agent with the fewest open cases to optimize workload. Utilize our smart-agent add-on for advanced ticket management and routing. Customize your ticket forms by adding unique fields, with 13 different field types available – the highest among helpdesk plugins! For even greater functionality, consider our premium custom-fields add-on. Seamlessly integrate complex logic and dynamic forms using the Gravity Forms bridge. What’s a ticket without the ability for clients to attach documents? The system supports multiple file attachments per ticket, even in the free version, ensuring all necessary information can be shared effortlessly. Additionally, this feature enhances communication and makes problem resolution quicker and more efficient.
Description
Online service desk software that is best in class. ServiceDesk Plus Cloud is the simple-to-use SaaS service management software from ManageEngine, the IT division of Zoho. It will help you offer your customers world-class solutions. The cloud-based IT ticketing platform, used by more than 100,000 IT service desks around the world, makes it easy to track and manage IT tickets, resolve issues quicker, and ensure end-user satisfaction. With out-of-the-box ITIL workflows, you can manage the entire life cycle of IT issues, problems, and projects. You can create support SLAs, set escalation levels and ensure compliance. Automate ticket dispatch, categorization and classification based on predefined business rules. Set up notifications and alerts to ensure timely ticket resolution. Your users will have more control and reduce walk-ins. Allow end users to access IT services via your service catalog and self-service portal. Allow users to create and track tickets, and search for solutions.
API Access
Has API
No
API Access
Has API
No
Integrations
Axonius
No
Blink
No
ICR Evolution
No
ManageEngine Firewall Analyzer
No
ManageEngine Network Configuration Manager
No
ManageEngine OpManager Nexus
No
ManageEngine Vulnerability Manager Plus
No
Microsoft 365
No
Microsoft Outlook
No
Microsoft Teams
No
Integrations
Axonius
Yes
Blink
Yes
ICR Evolution
Yes
ManageEngine Firewall Analyzer
Yes
ManageEngine Network Configuration Manager
Yes
ManageEngine OpManager Nexus
Yes
ManageEngine Vulnerability Manager Plus
Yes
Microsoft 365
Yes
Microsoft Outlook
Yes
Microsoft Teams
Yes
Pricing Details
$149 per year
Free Trial
No
Free Version
No
Pricing Details
$120.00/year/user
Free Trial
Yes
Free Version
Yes
Deployment
Web-Based
No
On-Premises
No
iPhone App
No
iPad App
No
Android App
No
Windows
Yes
Mac
Yes
Linux
No
Chromebook
No
Deployment
Web-Based
Yes
On-Premises
No
iPhone App
Yes
iPad App
Yes
Android App
Yes
Windows
Yes
Mac
No
Linux
No
Chromebook
No
Customer Support
Business Hours
No
Live Rep (24/7)
No
Online Support
Yes
Customer Support
Business Hours
Yes
Live Rep (24/7)
Yes
Online Support
Yes
Types of Training
Training Docs
Yes
Webinars
Yes
Live Training (Online)
No
In Person
No
Types of Training
Training Docs
Yes
Webinars
Yes
Live Training (Online)
Yes
In Person
Yes
Vendor Details
Company Name
Structured Markets Group
Country
Canada
Website
getawesomesupport.com
Vendor Details
Company Name
ManageEngine
Country
India
Website
www.manageengine.com/products/service-desk/
Product Features
Help Desk
Alerts / Escalation
No
Automated Routing
No
Community Forums
No
Customizable Branding
No
Document Storage
No
Email Integration
No
IT Asset Management
No
Incident Management
No
Interaction Tracking
No
Knowledge Base
No
Known Issue Management
No
Live Chat
No
Multi-Channel Communication
No
Multiple Brands / Products
No
Network Monitoring
No
Real-time Chat
No
Self Service Portal
No
Service Level Agreement (SLA) Management
No
Ticket Management
No
Product Features
Asset Tracking
Activity Tracking
Yes
Audit Trails
Yes
Barcoding / RFID
Yes
Checkout / Check-In
No
Depreciation Tracking
Yes
Disposal Tracking
Yes
Inventory Management
Yes
Location Tracking
No
QR Codes
No
Reservations
No
Service History
Yes
Contract Management
Buy Side (Suppliers)
Yes
Completion Tracking
Yes
Compliance Tracking
No
Contract Lifecycle Management
No
Electronic Signature
No
Full Text Search
Yes
Government Contracts
Yes
Pre-built Templates
No
Sell Side (Customers)
Yes
Specialty Contracts
No
Version Control
No
Workflow Management
No
Help Desk
Alerts / Escalation
No
Automated Routing
Yes
Community Forums
No
Customizable Branding
Yes
Document Storage
Yes
Email Integration
Yes
IT Asset Management
Yes
Incident Management
No
Interaction Tracking
Yes
Knowledge Base
No
Known Issue Management
No
Live Chat
No
Multi-Channel Communication
Yes
Multiple Brands / Products
No
Network Monitoring
Yes
Real-time Chat
Yes
Self Service Portal
Yes
Service Level Agreement (SLA) Management
Yes
Ticket Management
No
Incident Management
Audit Trail
No
Corrective Actions (CAPA)
No
Disaster Recovery
No
IT Incident Management
No
Incident Reporting
No
OSHA Compliance
No
Root-Cause Diagnosis
No
Safety Management
No
Task Management
No
Ticket Management
Yes
Issue Tracking
Assignment Management
Yes
Dashboard
Yes
Escalation Management
No
Issue Auditing
Yes
Issue Scheduling
Yes
Knowledge Base
No
Project Management
Yes
Recurring Issues
Yes
Scheduling
No
Task Management
Yes
IT Asset Management
Asset Tracking
No
Audit Management
No
Compliance Management
No
Configuration Management
No
Contract/License Management
Yes
Cost Tracking
Yes
Depreciation Management
Yes
IT Service Management
No
Inventory Management
Yes
Maintenance Management
No
Procurement Management
No
Requisition Management
No
Supplier Management
Yes
IT Service
Contract Management
Yes
IT Asset Management
Yes
Incident Management
Yes
Knowledge Management
Yes
Release Management
Yes
Self Service Portal
Yes
Service Catalog
Yes
Service Reporting
Yes
Ticket Management
Yes
ITSM
Asset Tracking
No
Availability Management
Yes
Change Management
Yes
Configuration Management
Yes
Contract/License Management
Yes
Dashboard
No
Incident Management
Yes
Problem Management
Yes
Project Management
No
Release & Deployment Management
No
Self Service Portal
Yes
Project Management
Agile Methodologies
No
Budget Management
No
Client Portal
No
Collaboration Tools
No
Cost-to-Completion Tracking
No
Customizable Templates
No
Gantt Charts
Yes
Idea Management
No
Kanban Board
No
Milestone Tracking
Yes
Portfolio Management
Yes
Resource Management
Yes
Time & Expense Tracking
Yes
Traditional Methodologies
No
Service Desk
CMDB
Yes
Change Management
Yes
IT Asset Management
Yes
Incident Management
Yes
Knowledge Base
Yes
Mobile Access
Yes
Procurement Management
Yes
Remote Control
Yes
SLA Management
Yes
Self Service Portal
Yes
