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.
The Latest
According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...
Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...
IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...
Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...
In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ...
In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...
In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...
In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...
In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...
From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...