ManageEngine brings IM to ServiceDesk Plus

Allows service desk teams to begin accelerating end user self-service adoption

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ManageEngine brings IM to ServiceDesk Plus Ganesan: IT teams struggle with low user self-service adoption.
By  Staff Writer Published  October 11, 2017

ManageEngine has integrated ServiceDesk Plus, its flagship ITSM product, with its parent company's messaging platform Zoho Cliq. 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.

Zoho Cliq integrates with major online tools such as MailChimp, Eventbrite, Google Maps, GitHub and others. This means that all information needed for making decisions is available in a chat window. Zoho Cliq, with all of its integrations, serves as a channel for IT service desks as they tackle issues with their team.

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.

ManageEngine director of product management Rajesh Ganesan said: "Most IT teams struggle with very low user self-service adoption, mainly because their IT help desk tool doesn't support multiple communication channels. 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."

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