ManageEngine Launches ServiceDesk Plus Add-in for Microsoft Office 365
June 06, 2018
Share this

ManageEngine announced the launch of the ServiceDesk Plus add-in for IT service desk teams using Microsoft Office 365.

This new add-in enables technicians and end users of the ServiceDesk Plus cloud version to manage support tickets from within Outlook. The company also announced Microsoft Outlook actionable messages for ServiceDesk Plus email notifications.

"Technology professionals want to get as much work done as possible from within their email clients, without having to toggle between tools," said Rajesh Ganesan, VP of Product Management at ManageEngine. "We jumped at the opportunity opened up by Outlook add-ins and actionable messages in Office 365 to allow users to perform important ServiceDesk Plus actions directly from within Outlook. We believe this integration will lead to an increase in IT technicians' productivity since they won't have to switch between applications to accomplish standard tasks."

Rob Howard, Director, Microsoft Office 365 Ecosystem at Microsoft Corp. added, "The ServiceDesk Plus Outlook add-in provides the ITSM industry a unique solution for leveraging Microsoft Office 365 as a key channel for IT support. We are happy to work with ManageEngine to continue to strengthen the overall Office 365 and IT support experience for all stakeholders."

ManageEngine's new Outlook add-in allows users to seamlessly work with the cloud version of ServiceDesk Plus from inside Outlook. With this add-in, IT technicians and end users can access ServiceDesk Plus templates inside Outlook to create IT incidents and service requests. In addition to creating new requests, end users can view request details, track the progress of their tickets, add notes, and reply to conversations from Outlook.

On the support side, IT technicians can view tickets, pick them up, assign them to other technicians, reply to requesters, and edit, resolve or close tickets from the comfort of their email client - all without having to switch to ServiceDesk Plus. Thus, the IT help desk is brought right into Outlook users' mailboxes for improved productivity and quicker support operations.

The addition of actionable messages for Microsoft Outlook helps strengthen ticket and task management directly from a user's email client, ensuring faster request turnaround. IT support technicians can now pick up tickets, view details, add notes, reply to end users, as well as resolve and close tickets right from ServiceDesk Plus emails. End users can also track the progress of their tickets from their Office 365 mailboxes.

The integration with Office 365's calendar feature enables technicians to automatically create Office 365 calendar entries from reminders in ServiceDesk Plus, ensuring no reminders fall through the cracks. IT support technicians can now sync their reminders and time off between their ServiceDesk Plus and Microsoft Office 365 calendars, making it easier to track technician availability from within their Microsoft calendar.

The new Outlook add-in for ServiceDesk Plus is available immediately at no additional cost to customers.

Share this

The Latest

May 28, 2020

On Wednesday, May 6th, iOS users all over the world experienced an app crash when they tried to open popular apps such as TikTok, GroupMe, Spotify, and Pinterest. How did simultaneous crashes occur across so many independent apps? What's the common thread that would cause widespread app crashes? Turns out, it was a change in behavior in the Facebook API ...

May 27, 2020

Keeping networks operational is critical for businesses to run smoothly. The Ponemon Institute estimates that the average cost of an unplanned network outage is $8,850 per minute, a staggering number. In addition to cost, a network failure has a negative effect on application efficiency and user experience ...

May 26, 2020

Nearly 3,700 people told GitLab about their DevOps journeys. Respondents shared that their roles are changing dramatically, no matter where they sit in the organization. The lines surrounding the traditional definitions of dev, sec, ops and test have blurred, and as we enter the second half of 2020, it is perhaps more important than ever for companies to understand how these roles are evolving ...

May 21, 2020

As cloud computing continues to grow, tech pros say they are increasingly prioritizing areas like hybrid infrastructure management, application performance management (APM), and security management to optimize delivery for the organizations they serve, according to SolarWinds IT Trends Report 2020: The Universal Language of IT ...

May 20, 2020

Businesses see digital experience as a growing priority and a key to their success, with execution requiring a more integrated approach across development, IT and business users, according to Digital Experiences: Where the Industry Stands ...

May 19, 2020

Fully 90% of those who use observability tooling say those tools are important to their team's software development success, including 39% who say observability tools are very important ...

May 18, 2020

As our production application systems continuously increase in complexity, the challenges of understanding, debugging, and improving them keep growing by orders of magnitude. The practice of Observability addresses both the social and the technological challenges of wrangling complexity and working toward achieving production excellence. New research shows how observable systems and practices are changing the APM landscape ...

May 14, 2020
Digital technologies have enveloped our lives like never before. Be it on the personal or professional front, we have become dependent on the accurate functioning of digital devices and the software running them. The performance of the software is critical in running the components and levers of the new digital ecosystem. And to ensure our digital ecosystem delivers the required outcomes, a robust performance testing strategy should be instituted ...
May 13, 2020

The enforced change to working from home (WFH) has had a massive impact on businesses, not just in the way they manage their employees and IT systems. As the COVID-19 pandemic progresses, enterprise IT teams are looking to answer key questions such as: Which applications have become more critical for working from home? ...

May 12, 2020

In ancient times — February 2020 — EMA research found that more than 50% of IT leaders surveyed were considering new ITSM platforms in the near future. The future arrived with a bang as IT organizations turbo-pivoted to deliver and support unprecedented levels and types of services to a global workplace suddenly working from home ...