ManageEngine Boosts ServiceDesk Plus with Chat, Takes IT Self-Service to the Next Level

ManageEngine, the real-time IT management company, today announced the integration of ServiceDesk Plus, its flagship ITSM product, with its parent company’s messaging platform, Zoho Cliq. Starting with IT help desks, ManageEngine is leading backroom IT operations into enterprises’ mainstream communication channels. Available immediately for ServiceDesk Plus Cloud users, this integration allows service desk teams to begin accelerating end user self-service adoption, leading to improved support and productivity as well as quicker issue resolution.

As businesses break geographic barriers more and more, they’re constantly looking for better messaging tool alternatives. Email is simply inefficient when it comes to collaboration between different team members. Zoho Cliq is a communication tool that is built for businesses that aren’t limited by walls. But most businesses need more than just a messaging tool to get things done, which is why Zoho Cliq integrates with major online tools such as MailChimp, Eventbrite, Google Maps, GitHub and more. That way, all the information needed for making decisions is available in a chat window. Zoho Cliq, with all of its integrations, serves as a powerful channel for IT service desks as they tackle issues with their team.

Open Conversations, Achieve Quicker Service Delivery

Until recently, end users could only request help by phone or email, and some had to talk to help desk support in person. Since it often takes several exchanges between a technician and end user just to identify the problem, these methods have proved to be insufficient. Eventually, self-service portals were introduced, letting end users create and track requests and access a knowledge base. But this required end users to get to a portal and log in just to ask for a service. Now, end users have a hassle-free way to open requests.

“Most IT teams struggle with very low user self-service adoption, mainly because their IT help desk tool doesn’t support multiple communication channels,” said Rajesh Ganesan, director of product management at ManageEngine. “ServiceDesk Plus helps address this challenge by continually adding newer communication channels to empower both technicians and end users. This integration with Zoho Cliq allows them to accomplish important IT support tasks from within their primary channel.”

End users can now access IT support from their chat window using designated slash commands. This reduces the actions required to seek IT help — creating an incident or requesting a service — down to a single step. Similarly, IT technicians can keep an eye on open tickets from their Zoho Cliq chat window. If any clarification is needed, a technician can immediately initiate a chat with end users. IT service desks, with the power to instantly open conversations with end users and each other, will achieve higher service delivery standards. Teams will be able to collaborate more efficiently and improve customer satisfaction through better engagement. Specifically, users can:

• Raise tickets, search, and view open tickets.
• Create incidents and service requests from within your messaging application.
• View a list of any individual's open requests.
• Search for requests based on ticket ID, subject, or email.
• View ticket information such as ticket ID, subject, status, priority, and technician details.