ManageEngine released the latest edition of ServiceDesk Plus - MSP, the company's web-based, ITIL-ready help desk software specifically built for managed service providers.
ServiceDesk Plus - MSP 8.3 comes loaded with features like QuickBooks integration and computer telephony integration (CTI), which allow service providers to concentrate on service delivery instead of worrying about the tools used to deliver service.
Managed service providers use a handful of tools from help desk software to billing and accounting applications to deliver services and manage their clients. Making these tools work in harmony to provide better service to clients has always been a challenge for MSPs. Without that harmony, MSPs lose a lot of their productive time shuttling between these tools rather than focusing on what matters the most - service delivery. Now, ServiceDesk Plus - MSP makes this job easier for managed serviced providers with QuickBooks and CTI integration.
"Help desks for MSPs are business critical and should enable MSPs to deliver service in a profitable manner," said Umasankar Narayanasamy, Director of Engineering at ManageEngine. "We've enhanced ServiceDesk Plus - MSP with new features that allow managed service providers to increase their efficiency and their bottom line at the same time. And we continue to make the standard edition of ServiceDesk Plus - MSP available for free, so MSPs see just how powerful our solution is - risk free."
The latest version of ServiceDesk Plus - MSP lets users integrate their help desks with the popular accounting software, QuickBooks. ServiceDesk Plus - MSP users who employ QuickBooks to invoice and bill customers can look forward to a seamless integration between the two products. Specifically, users will be able to sync accounts, work log types and work log time with customers, items and quantity across ServiceDesk Plus - MSP and QuickBooks, respectively. This out-of-the-box QuickBooks integration takes away the need for dual entries, making accounting and charging customers a lot easier for service providers.
CTI is another new feature in ServiceDesk Plus - MSP. CTI fetches caller details such as a caller’s name, account name, site and pending tickets and displays those details in the ServiceDesk Plus – MSP user interface to help technicians provide a personalized response to the caller. The product supports Asterisk and Avaya for its computer telephony integration.
Recognizing the need for optimizing response times, ManageEngine has included two new features in the ServiceDesk Plus - MSP iPhone application - custom push notifications and request approvals. These two features further empower technicians to take action while on the go by notifying them of request and task assignments, requester replies, request approvals or rejections. The app also allows technicians to approve or reject any request approvals submitted to them - all from their iPhones.
ServiceDesk Plus - MSP has also enhanced its built-in billing module, allowing service providers greater flexibility in charging customers for their services. MSPs can choose criteria such as ticket priority and urgency, and bill their customers accordingly.
Pricing and Availability
ServiceDesk Plus - MSP 8.3 is available immediately. The standard edition of ServiceDesk Plus - MSP is available for free.
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 ...