Help Desk Features Checklist

Your Help Desk evaluation is not complete until you check out top vendors and the price. Here is a list prepared based customer queries.

Features

ManageEngine ServiceDesk Plus

Usability

Easy web based access Yes
Provision to create custom tracking fields Yes
Minimal learning curve supported with simple user training Yes

Call Tracking/Problem Management

Central repository to log and track issues Yes
Auto-generation of tickets Yes
Send and receive email from the application Yes
Send and receive sms (short message services) from the application Yes
Create tickets from incoming email Yes
Automatic classification and routing of messages Yes
Forward requests manually and automatically Yes
Request Form Customization Yes
Requests Scheduling Yes
Email Spam Filter & Email Notification Filter Yes
Classification and routing based on work groups Yes
Instant request and workstation history Yes
Request classification by category Yes
Communicate priorities and severities along with the request Yes
Automatic escalation of requests based on Business Rules Yes
Queue support to efficiently manage technicians Yes
Provision to attach documents to a request Yes
Manage, edit, assing, and close tickets as a group Yes
Work orders for dispatching maintenance/service technicians Yes

Self-Service

Self-service portal included? with the Help Desk Yes
Create new requests Yes
Check status and update of existing requests Yes
Update contact details Yes
Search knowledge base for users Yes
Access to Frequently Asked Questions Yes

Knowledge Management

Access to knowledge management Services for technicians Yes
Keyword search to find solutions based on problem description Yes
Support for pre-built knowledge bases Yes
Indexed document search for faster results Yes
Search history with previously resolved requests Yes
Frequently Asked Questions Yes

Asset Management

Automatic discovery of workstations in the network Yes
Discovery of all IP devices such as printer, scanner etc No
Vendor and asset associations along with details Yes
Assets and Asset relationships Yes
Asset History along with the request Yes
Define business rules for assets Yes
Software compliance Yes
Build asset list dynamically scanning networks or importing files Yes

Contracts Management

Create and manage contracts Yes
Add information and attach documents related to contract Yes
Associate contracts to Assets Yes

Purchasing

Manage purchase requests Yes
Integration with purchase, assets, and vendors Yes

Reporting

Pre-built standard reports Yes
Custom reports in tabular format Yes
Reports to be exported as .csv,.xls and Pdf format Yes
Reports Scheduler Yes
Visual Representation for Database structure Yes

Integration

Integration with Network Management software Yes
Integration with email and pagers Yes
Integration with remote control No
Integration with computer telephony No
Interface to integrate with external data Yes
Integration with short message services (text) Yes
Use of web services Yes
Scheduled import from AD Yes

Implementation

Quick and easy implementation Yes
No required client software Yes
Support for open standards Yes
No additional programming for client or database customization Yes
Data migration across Windows/Linux Yes
Hosted solution for helpdesk No

System Requirements

Operating Systems supported (Indicates versions under comments)  
Linux Yes
Windows Yes
Databases supported (Indicates versions under comments)  
Oracle No
MS-SQL Yes
mySQL Yes
Other  
Browsers supported (Indicates versions under comments)  
Netscape Yes
Firefox Yes
Internet Explorer Yes
Configuration  
Number of Users (Callers) No defined limit on number of callers
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