All-in-one help desk solution for IT service providers

ServiceDesk Plus MSP is a web-based, ITIL-compliant help desk software that was specially developed for the requirements of managed service providers. So that IT service providers can offer their customers optimal technical support, the ITSM complete solution provides Managed Service Providers with a comprehensive trouble ticketing and service desk system with integrated asset management.

These functionalities are supplemented by integrated account management, various remote desktop tools and extended reporting. Of course, ServiceDesk Plus MSP has a multi-tenant architecture with strict data separation. This enables IT service providers to organize and manage services and support for several customers with one central solution.

What You Can Expect

ServiceDesk Plus MSP Feature Points

ServiceDesk Plus MSP Offerings

A Glance of ServiceDesk Plus MSP

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Account management.

Using a single application, offer various customers and accounts, allowing users to access their own accounts.

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Automated billing

Automatically generate bills and invoices to enjoy accurate, hassle-free billing and easily track the business' IT service delivery.

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Business Dashboard

Gain quick insights on key business and service desk activities without the hassle of writing complex queries.

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Time Sheet

Get an accurate, consolidated detailed log of the overall time spent by technicians across different activities.

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Incident management

Record, track, manage, and solve IT incidents; meet SLAs, and improve productivity with minimal impact to the business.

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Service catalog

Demonstrate the company's IT services and offer personalized request templates for easy request logging to customers.

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Field management

Schedule jobs efficiently by tracking field staff and account-site locations on Zoho Maps or Google Maps directly.

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CMDB

Track, manage and map all configuration items' relationships and dependencies to stay on top of changes or outages.

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Problem management

Using root cause analysis, easily define and resolve problems and assign them to related incidents to be resolved all at once.

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Asset management

Discover, track, and manage account-specific IT hardware and software assets, and maintain software license compliance.

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Powerful integrations

Integrate seamlessly with ManageEngine and Zoho products, as well as third-party applications like Quickbooks.

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Change Management

Implement changes in a controlled environment with systematic approvals to achieve the smoothest transitions.

Editions

Flexible plans for your IT needs

FAQ's

Frequently Asked Questions

What is Service Desk MSP?

Service Desk Plus MSP is a complete solution to enable MSPs to improve the efficiency & security of their services for the clients including including network management, server, desktop and application management. 

Can I host ServiceDesk Plus MSP on LAN?

Yes, ServiceDesk MSP can be installed installed on a server in the LAN.

Do I need to install SSL certificate for ServiceDesk Plus-MSP?

ServiceDesk Plus – MSP can run as a HTTPS service. But it requires a SSL (Secure Socket Layer) Certificate signed by a valid Certificate Authority (CA).

Which OS platforms support ServiceDesk MSP?

Windows: Windows 2008 Server, Windows 7, Windows 2000 + SP4, Windows 2000 / 2003 Server, Windows XP Professional
Linux: RHEL Linux 5.4 and above, Linux Debian 3.0

Which databases support ServiceDesk MSP?

  • Supported Database
    • Postgre SQL 9.2
    • MySQL 4.1.18
    • MS SQL 2000, MS SQL 2005, MS SQL 2008

Which browsers support ServiceDesk MSP?

Supported Browsers
• Internet Explorer: v7, v8 and v9
• Firefox: v3.6 up to v10
• Google Chrome

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Help desk software especially for IT service providers

Features for Managed Service Providers

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Customer management

Manage individual services, templates, etc. for different customers with one central solution

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Order and contract management

Overview of all purchases, license and maintenance contracts as well as the associated costs - itemized for each individual customer

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Customer-specific service level agreements (SLAs)

Administration of customer-specific service level agreements for optimal service quality and high customer satisfaction

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Billing

Accurate billing of the helpdesk services provided for the various customers

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Asset management

Special IT asset database for IT service providers facilitates administration and control of the hardware and software inventory of the respective custome

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Integrated remote control functions

Remote diagnosis and remote maintenance tools minimize travel times to the customer and help to solve problems more quickly

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Rebranding function

Adaptation of the look & feel of the help desk design to the corporate design of the respective customer

Integration

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Desktop Central MSP

Comfortable complete solution through the integration of the desktop and mobile device management solution from ManageEngine

FAQ's

Frequently Asked Questions

How do I convert an Email into a Request?

  1. Create an email account, say “ServiceDesk” in your mail server. Configure a password for this account.
  2. Configure the settings in ServiceDesk Plus – MSP software using Admin -> Mail Server Settings -> Incoming. Specify the email address as “[email protected]” and the username as “ServiceDesk”. Select the protocol through which you prefer to fetch the messages say, POP or IMAP.
  3. For each account, create a mail alias in the mail server which maps to the email address “[email protected]”. Eg: [email protected] as an alias for Account1 which maps to “[email protected]”.
  4. When creating accounts, for each account, enter the mail alias that you created for that account as the ‘support e-mail address’. This is the address to which the requesters from an account will send their e-mail requests.
  5. Once a requester sends a mail, it will be received at the mail server
  6. ServiceDesk Plus – MSP will fetch emails at regular intervals from your e-mail address and automatically convert them into tickets for the corresponding account.

How do I perform a domain scan in ServiceDesk Plus - MSP?

When you install and start ServiceDesk Plus – MSP for the first time, it detects all the domains in your network and from the neighboring network of the server on which it is installed.

Click Admin -> Windows Domain Scan to list all the domains.

You can also enter the domain controller information, login name, and password on editing the domain you want to scan. The login name and password should be a domain admin login name and password. 

What are the steps to perform a manual backup in ServiceDesk Plus MSP?

  • Step 1: Stop ManageEngine ServiceDesk Plus – MSP service.
  • Step 2: From the command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the backup.

Where, ServiceDesk Plus-Home -> C:\ManageEngine\ServiceDeskPlus-MSP [Screenshot]

Once the backup is complete, a backup file with .data extension is placed in the Backup folder under ServiceDesk Plus – MSP Home directory.

This backup file contains information such as the Build number of ServiceDesk Plus – MSP, and also the date and time when the backup was performed.

The format of the backup file is shown below,
Backup_ ServiceDesk_ [Build number] _Month _date _ Year _ Hour _Minutes

For example, a backup taken in Version 7 and Build 7500 of ServiceDesk Plus – MSP looks like this
backup_servicedesk_7500_fullbackup_02_24_2009_07_51.data

What are the benefits of integrating ServiceDesk Plus - MSP with Desktop Central?

The benefits of integrating ServiceDesk Plus – MSP with Desktop Central (DC) are,

  1. Easy to deploy software on workstations
  2. Sync the IT Asset information on DC with ServiceDesk Plus – MSP

How do I install ServiceDesk Plus - MSP?

Being the Swiss partner of ManageEngine, Kidan is responsible for aiding with professional services, such as installing, implementing, configuring, training, and supporting the company to ensure an effective on-boarding of ServiceDesk Plus MSP.

To make it even better, Kidan even provides advice on top of it all!

Get in touch with us to know more.

Want to continue the
conversation?

Thank you for your interest in ManageEngine's ServiceDesk Plus MSP solution. Please fill out the form below to ask a question or request assistance.

    We will add your info to our CRM for contacting you regarding your request. For more info please consult our Privacy Policy
  • This field is for validation purposes and should be left unchanged.

Available Editions of ServiceDesk Plus MSP

FAQ's

Frequently Asked Questions

How do I convert an Email into a Request?

  1. Create an email account, say “ServiceDesk” in your mail server. Configure a password for this account.
  2. Configure the settings in ServiceDesk Plus – MSP software using Admin -> Mail Server Settings -> Incoming. Specify the email address as “[email protected]” and the username as “ServiceDesk”. Select the protocol through which you prefer to fetch the messages say, POP or IMAP.
  3. For each account, create a mail alias in the mail server which maps to the email address “[email protected]”. Eg: [email protected] as an alias for Account1 which maps to “[email protected]”.
  4. When creating accounts, for each account, enter the mail alias that you created for that account as the ‘support e-mail address’. This is the address to which the requesters from an account will send their e-mail requests.
  5. Once a requester sends a mail, it will be received at the mail server
  6. ServiceDesk Plus – MSP will fetch emails at regular intervals from your e-mail address and automatically convert them into tickets for the corresponding account.

How do I perform a domain scan in ServiceDesk Plus - MSP?

When you install and start ServiceDesk Plus – MSP for the first time, it detects all the domains in your network and from the neighboring network of the server on which it is installed.

Click Admin -> Windows Domain Scan to list all the domains.

You can also enter the domain controller information, login name, and password on editing the domain you want to scan. The login name and password should be a domain admin login name and password. 

What are the steps to perform a manual backup in ServiceDesk Plus MSP?

  • Step 1: Stop ManageEngine ServiceDesk Plus – MSP service.
  • Step 2: From the command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the backup.

Where, ServiceDesk Plus-Home -> C:\ManageEngine\ServiceDeskPlus-MSP [Screenshot]

Once the backup is complete, a backup file with .data extension is placed in the Backup folder under ServiceDesk Plus – MSP Home directory.

This backup file contains information such as the Build number of ServiceDesk Plus – MSP, and also the date and time when the backup was performed.

The format of the backup file is shown below,
Backup_ ServiceDesk_ [Build number] _Month _date _ Year _ Hour _Minutes

For example, a backup taken in Version 7 and Build 7500 of ServiceDesk Plus – MSP looks like this
backup_servicedesk_7500_fullbackup_02_24_2009_07_51.data

What are the benefits of integrating ServiceDesk Plus - MSP with Desktop Central?

The benefits of integrating ServiceDesk Plus – MSP with Desktop Central (DC) are,

  1. Easy to deploy software on workstations
  2. Sync the IT Asset information on DC with ServiceDesk Plus – MSP

How do I install ServiceDesk Plus - MSP?

Being the Swiss partner of ManageEngine, Kidan is responsible for aiding with professional services, such as installing, implementing, configuring, training, and supporting the company to ensure an effective on-boarding of ServiceDesk Plus MSP.

To make it even better, Kidan even provides advice on top of it all!

Get in touch with us to know more.

Want to continue the
conversation?

Thank you for your interest in ManageEngine's ServiceDesk Plus MSP solution. Please fill out the form below to ask a question or request assistance.

    We will add your info to our CRM for contacting you regarding your request. For more info please consult our Privacy Policy
  • This field is for validation purposes and should be left unchanged.

ServiceDesk Plus MSP Standard Edition - Subscription Model

ServiceDesk Plus MSP Professional Edition - Subscription Model

Add Ons for Professional Edition - Subscription Model

ServiceDesk Plus MSP Enterprise Edition - Subscription Model

ServiceDesk Plus MSP Standard Edition - Multi Language - Subscription Model

ServiceDesk Plus MSP Professional Edition - Multi Language - Subscription Model

Add Ons for Professional Edition - Multi Language - Subscription Model

ServiceDesk Plus Active Directory Management Add-on (Annual Subscription)

ServiceDesk Plus MSP Enterprise Edition - Multi Language - Subscription Model

ServiceDesk Plus MSP Remote Support Plug-in

ServiceDesk Plus MSP Zoho Reports Addon - Yearly Subscription

Analytics Plus add-on for ServiceDesk Plus MSP

FAQ's

Frequently Asked Questions

How do I convert an Email into a Request?

  1. Create an email account, say “ServiceDesk” in your mail server. Configure a password for this account.
  2. Configure the settings in ServiceDesk Plus – MSP software using Admin -> Mail Server Settings -> Incoming. Specify the email address as “[email protected]” and the username as “ServiceDesk”. Select the protocol through which you prefer to fetch the messages say, POP or IMAP.
  3. For each account, create a mail alias in the mail server which maps to the email address “[email protected]”. Eg: [email protected] as an alias for Account1 which maps to “[email protected]”.
  4. When creating accounts, for each account, enter the mail alias that you created for that account as the ‘support e-mail address’. This is the address to which the requesters from an account will send their e-mail requests.
  5. Once a requester sends a mail, it will be received at the mail server
  6. ServiceDesk Plus – MSP will fetch emails at regular intervals from your e-mail address and automatically convert them into tickets for the corresponding account.

How do I perform a domain scan in ServiceDesk Plus - MSP?

When you install and start ServiceDesk Plus – MSP for the first time, it detects all the domains in your network and from the neighboring network of the server on which it is installed.

Click Admin -> Windows Domain Scan to list all the domains.

You can also enter the domain controller information, login name, and password on editing the domain you want to scan. The login name and password should be a domain admin login name and password. 

What are the steps to perform a manual backup in ServiceDesk Plus MSP?

  • Step 1: Stop ManageEngine ServiceDesk Plus – MSP service.
  • Step 2: From the command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the backup.

Where, ServiceDesk Plus-Home -> C:\ManageEngine\ServiceDeskPlus-MSP [Screenshot]

Once the backup is complete, a backup file with .data extension is placed in the Backup folder under ServiceDesk Plus – MSP Home directory.

This backup file contains information such as the Build number of ServiceDesk Plus – MSP, and also the date and time when the backup was performed.

The format of the backup file is shown below,
Backup_ ServiceDesk_ [Build number] _Month _date _ Year _ Hour _Minutes

For example, a backup taken in Version 7 and Build 7500 of ServiceDesk Plus – MSP looks like this
backup_servicedesk_7500_fullbackup_02_24_2009_07_51.data

What are the benefits of integrating ServiceDesk Plus - MSP with Desktop Central?

The benefits of integrating ServiceDesk Plus – MSP with Desktop Central (DC) are,

  1. Easy to deploy software on workstations
  2. Sync the IT Asset information on DC with ServiceDesk Plus – MSP

How do I install ServiceDesk Plus - MSP?

Being the Swiss partner of ManageEngine, Kidan is responsible for aiding with professional services, such as installing, implementing, configuring, training, and supporting the company to ensure an effective on-boarding of ServiceDesk Plus MSP.

To make it even better, Kidan even provides advice on top of it all!

Get in touch with us to know more.

Want to continue the
conversation?

Thank you for your interest in ManageEngine's ServiceDesk Plus MSP solution. Please fill out the form below to ask a question or request assistance.

    We will add your info to our CRM for contacting you regarding your request. For more info please consult our Privacy Policy
  • This field is for validation purposes and should be left unchanged.

FAQ's

Frequently Asked Questions

How do I convert an Email into a Request?

  1. Create an email account, say “ServiceDesk” in your mail server. Configure a password for this account.
  2. Configure the settings in ServiceDesk Plus – MSP software using Admin -> Mail Server Settings -> Incoming. Specify the email address as “[email protected]” and the username as “ServiceDesk”. Select the protocol through which you prefer to fetch the messages say, POP or IMAP.
  3. For each account, create a mail alias in the mail server which maps to the email address “[email protected]”. Eg: [email protected] as an alias for Account1 which maps to “[email protected]”.
  4. When creating accounts, for each account, enter the mail alias that you created for that account as the ‘support e-mail address’. This is the address to which the requesters from an account will send their e-mail requests.
  5. Once a requester sends a mail, it will be received at the mail server
  6. ServiceDesk Plus – MSP will fetch emails at regular intervals from your e-mail address and automatically convert them into tickets for the corresponding account.

How do I perform a domain scan in ServiceDesk Plus - MSP?

When you install and start ServiceDesk Plus – MSP for the first time, it detects all the domains in your network and from the neighboring network of the server on which it is installed.

Click Admin -> Windows Domain Scan to list all the domains.

You can also enter the domain controller information, login name, and password on editing the domain you want to scan. The login name and password should be a domain admin login name and password. 

What are the steps to perform a manual backup in ServiceDesk Plus MSP?

  • Step 1: Stop ManageEngine ServiceDesk Plus – MSP service.
  • Step 2: From the command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the backup.

Where, ServiceDesk Plus-Home -> C:\ManageEngine\ServiceDeskPlus-MSP [Screenshot]

Once the backup is complete, a backup file with .data extension is placed in the Backup folder under ServiceDesk Plus – MSP Home directory.

This backup file contains information such as the Build number of ServiceDesk Plus – MSP, and also the date and time when the backup was performed.

The format of the backup file is shown below,
Backup_ ServiceDesk_ [Build number] _Month _date _ Year _ Hour _Minutes

For example, a backup taken in Version 7 and Build 7500 of ServiceDesk Plus – MSP looks like this
backup_servicedesk_7500_fullbackup_02_24_2009_07_51.data

What are the benefits of integrating ServiceDesk Plus - MSP with Desktop Central?

The benefits of integrating ServiceDesk Plus – MSP with Desktop Central (DC) are,

  1. Easy to deploy software on workstations
  2. Sync the IT Asset information on DC with ServiceDesk Plus – MSP

How do I install ServiceDesk Plus - MSP?

Being the Swiss partner of ManageEngine, Kidan is responsible for aiding with professional services, such as installing, implementing, configuring, training, and supporting the company to ensure an effective on-boarding of ServiceDesk Plus MSP.

To make it even better, Kidan even provides advice on top of it all!

Get in touch with us to know more.

Want to continue the
conversation?

Thank you for your interest in ManageEngine's ServiceDesk Plus MSP solution. Please fill out the form below to ask a question or request assistance.

    We will add your info to our CRM for contacting you regarding your request. For more info please consult our Privacy Policy
  • This field is for validation purposes and should be left unchanged.

ServiceDesk Plus MSP Help Document

FAQ's

Frequently Asked Questions

How do I convert an Email into a Request?

  1. Create an email account, say “ServiceDesk” in your mail server. Configure a password for this account.
  2. Configure the settings in ServiceDesk Plus – MSP software using Admin -> Mail Server Settings -> Incoming. Specify the email address as “[email protected]” and the username as “ServiceDesk”. Select the protocol through which you prefer to fetch the messages say, POP or IMAP.
  3. For each account, create a mail alias in the mail server which maps to the email address “[email protected]”. Eg: [email protected] as an alias for Account1 which maps to “[email protected]”.
  4. When creating accounts, for each account, enter the mail alias that you created for that account as the ‘support e-mail address’. This is the address to which the requesters from an account will send their e-mail requests.
  5. Once a requester sends a mail, it will be received at the mail server
  6. ServiceDesk Plus – MSP will fetch emails at regular intervals from your e-mail address and automatically convert them into tickets for the corresponding account.

How do I perform a domain scan in ServiceDesk Plus - MSP?

When you install and start ServiceDesk Plus – MSP for the first time, it detects all the domains in your network and from the neighboring network of the server on which it is installed.

Click Admin -> Windows Domain Scan to list all the domains.

You can also enter the domain controller information, login name, and password on editing the domain you want to scan. The login name and password should be a domain admin login name and password. 

What are the steps to perform a manual backup in ServiceDesk Plus MSP?

  • Step 1: Stop ManageEngine ServiceDesk Plus – MSP service.
  • Step 2: From the command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the backup.

Where, ServiceDesk Plus-Home -> C:\ManageEngine\ServiceDeskPlus-MSP [Screenshot]

Once the backup is complete, a backup file with .data extension is placed in the Backup folder under ServiceDesk Plus – MSP Home directory.

This backup file contains information such as the Build number of ServiceDesk Plus – MSP, and also the date and time when the backup was performed.

The format of the backup file is shown below,
Backup_ ServiceDesk_ [Build number] _Month _date _ Year _ Hour _Minutes

For example, a backup taken in Version 7 and Build 7500 of ServiceDesk Plus – MSP looks like this
backup_servicedesk_7500_fullbackup_02_24_2009_07_51.data

What are the benefits of integrating ServiceDesk Plus - MSP with Desktop Central?

The benefits of integrating ServiceDesk Plus – MSP with Desktop Central (DC) are,

  1. Easy to deploy software on workstations
  2. Sync the IT Asset information on DC with ServiceDesk Plus – MSP

How do I install ServiceDesk Plus - MSP?

Being the Swiss partner of ManageEngine, Kidan is responsible for aiding with professional services, such as installing, implementing, configuring, training, and supporting the company to ensure an effective on-boarding of ServiceDesk Plus MSP.

To make it even better, Kidan even provides advice on top of it all!

Get in touch with us to know more.

Want to continue the
conversation?

Thank you for your interest in ManageEngine's ServiceDesk Plus MSP solution. Please fill out the form below to ask a question or request assistance.

    We will add your info to our CRM for contacting you regarding your request. For more info please consult our Privacy Policy
  • This field is for validation purposes and should be left unchanged.

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How We May Help You ?

Customer Service & Support

We value and believe in the relationships we have with our customers as they represent the most crucial part of our organization.

01.
Email

Kidan provides customer service and support via email. To contact our support teams,  please feel free to send us an email to the below addresses:

02.
Call us

A telephone hotline is available to our customers to receive immediate support and advise during business hours and days :

Telephone: +41 22 519 64 01
Business days: Monday – Friday
Business hours: 8:00 AM – 5:00 PM (Swiss time)

03.
Live Chat

We also provide a live chat to ensure you get a quick response. You can reach us through our live chat widget on the bottom right of your screen. The availability of our chat support is:

  • Monday – Friday
  • 8:00 AM to 5:00 PM Swiss Time

FAQ's

Frequently Asked Questions

How do I convert an Email into a Request?

  1. Create an email account, say “ServiceDesk” in your mail server. Configure a password for this account.
  2. Configure the settings in ServiceDesk Plus – MSP software using Admin -> Mail Server Settings -> Incoming. Specify the email address as “[email protected]” and the username as “ServiceDesk”. Select the protocol through which you prefer to fetch the messages say, POP or IMAP.
  3. For each account, create a mail alias in the mail server which maps to the email address “[email protected]”. Eg: [email protected] as an alias for Account1 which maps to “[email protected]”.
  4. When creating accounts, for each account, enter the mail alias that you created for that account as the ‘support e-mail address’. This is the address to which the requesters from an account will send their e-mail requests.
  5. Once a requester sends a mail, it will be received at the mail server
  6. ServiceDesk Plus – MSP will fetch emails at regular intervals from your e-mail address and automatically convert them into tickets for the corresponding account.

How do I perform a domain scan in ServiceDesk Plus - MSP?

When you install and start ServiceDesk Plus – MSP for the first time, it detects all the domains in your network and from the neighboring network of the server on which it is installed.

Click Admin -> Windows Domain Scan to list all the domains.

You can also enter the domain controller information, login name, and password on editing the domain you want to scan. The login name and password should be a domain admin login name and password. 

What are the steps to perform a manual backup in ServiceDesk Plus MSP?

  • Step 1: Stop ManageEngine ServiceDesk Plus – MSP service.
  • Step 2: From the command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the backup.

Where, ServiceDesk Plus-Home -> C:\ManageEngine\ServiceDeskPlus-MSP [Screenshot]

Once the backup is complete, a backup file with .data extension is placed in the Backup folder under ServiceDesk Plus – MSP Home directory.

This backup file contains information such as the Build number of ServiceDesk Plus – MSP, and also the date and time when the backup was performed.

The format of the backup file is shown below,
Backup_ ServiceDesk_ [Build number] _Month _date _ Year _ Hour _Minutes

For example, a backup taken in Version 7 and Build 7500 of ServiceDesk Plus – MSP looks like this
backup_servicedesk_7500_fullbackup_02_24_2009_07_51.data

What are the benefits of integrating ServiceDesk Plus - MSP with Desktop Central?

The benefits of integrating ServiceDesk Plus – MSP with Desktop Central (DC) are,

  1. Easy to deploy software on workstations
  2. Sync the IT Asset information on DC with ServiceDesk Plus – MSP

How do I install ServiceDesk Plus - MSP?

Being the Swiss partner of ManageEngine, Kidan is responsible for aiding with professional services, such as installing, implementing, configuring, training, and supporting the company to ensure an effective on-boarding of ServiceDesk Plus MSP.

To make it even better, Kidan even provides advice on top of it all!

Get in touch with us to know more.

Want to continue the
conversation?

Thank you for your interest in ManageEngine's ServiceDesk Plus MSP solution. Please fill out the form below to ask a question or request assistance.

    We will add your info to our CRM for contacting you regarding your request. For more info please consult our Privacy Policy
  • This field is for validation purposes and should be left unchanged.