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Feature | On-Premises | Cloud |
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Web-based access | ||
Custom tracking fields | ||
Minimal learning curve, simple user training | ||
ITSM best practices support | ||
Configuration wizard for software setup | ||
Data archiving | ||
Technician broadcast messages and notifications | ||
Custom Function Usage Stats | - | |
Secondary email for technicians | ||
Manage sites and groups for technicians | ||
Extensions | - |
Service catalog | ||
Incident management | ||
Problem management | ||
Change management | ||
Release management | ||
Integrated CMDB | ||
Project management |
Request mode | ||
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Multi-site support | ||
Right-to-left language support | ||
Central repository to log and track issues | ||
Auto-generate tickets | ||
User-facing announcements | ||
Send and receive emails from ServiceDesk Plus | ||
Automatically merge email replies as conversations | ||
Send and receive SMS messages from ServiceDesk Plus | ||
Email parser | ||
Automatic message classification and routing | ||
Request forwarding (manual and automatic) | ||
Request form customization | ||
Dynamic request forms with field and form rules | ||
Link two similar requests | ||
Merge service requests | ||
Rich text editor and attachment support | ||
Request scheduling | ||
Technician calendar | ||
Real-time request collaboration | ||
Request sharing with end users and agents | - | |
Technician access roles | ||
Fine-grained authorizations | ||
Create multiple tasks for each request | ||
Dependent task handling | ||
Email spam and notification filters | ||
Classification and routing based on work groups | ||
Instant request and workstation history | ||
Request history filters | ||
Request classification by category | ||
Combined request and task view | ||
Priority and severity levels for requests | ||
Automatic request escalation based on business rules | ||
Trigger an email when a business rule is matched | ||
Apply a business rule after editing a request | ||
Continue with subsequent business rules after one rule is matched | ||
Queue support to manage technicians efficiently | ||
Attach documents to a request | ||
Manage, edit, assign, and close tickets as a group | ||
Request closing rules | ||
Automatic ticket closure upon denial of a request | ||
Manager dashboard | ||
Round-robin ticket assignment | ||
Ticket load balancing | ||
Import categories, subcategories, and items from CSV | ||
Configure the request action menu | ||
Configure workflows with custom triggers | ||
Custom actions: Build your own actions based on your business requirements | (custom scripts) |
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Business rules: Build condition-based actions to suit your business requirements | ||
Recover deleted requests | ||
Allow your technicians to add comments for any status change in a request | ||
Request life cycle | ||
Technician auto-assign | ||
Backup technician | ||
Backup approvers | ||
Kanban view | ||
Data migration between instances (ESM) | - | |
Triggers for Request Sub Entities | ||
Move requests between instances | ||
Timers for triggers | ||
Announcement banners | - | |
Add tags to index requests based on keywords | ||
Stay on track with Checklists |
Self-service portal | ||
Web-based | ||
End users can create new requests | ||
End users can create new service requests | ||
End users can check the status of and update existing requests | ||
End users can update their contact details | ||
Searchable knowledge base | ||
Solution and announcement auto-suggestions for requester during request creation | ||
Self-service portal customization | ||
Support for requesters to create change requests | - | |
Requesters can edit the requests | ||
Customization of end user portal | ||
Access Consumables Widget on home page | - |
Technician access to knowledge management services | ||
Approval process for newly added solutions | ||
Keyword search to find solutions based on the request description | ||
Indexed document search for faster results | ||
Search history, including previously resolved requests | ||
Rich text editor | ||
Like or dislike solutions | ||
Comments | ||
Link solutions | ||
Ability to show the requests resolved by using a particular solution | - | |
Expiry dates for solutions | ||
Review dates for solutions | ||
Video Embedding | ||
Configure additional fields | - | |
Solution owner | - | |
Non-logged-in users can view solutions | - | |
Configure solution templates to quickly create and publish KB articles | - | |
Trash Solutions |
Configure different levels of escalation | ||
Automatic escalations | ||
Notifications before an SLA is breached | ||
First-response-based SLAs |
Prebuilt, standard reports | ||
Custom reports | ||
Flash reports | - | |
Integration with third-party reporting software (e.g., Crystal Reports) | - | |
Export reports to CSV, XLS, or PDF format | ||
Report scheduler (auto-generation and distribution) | ||
Analyze trends and performance levels | ||
Real-time updates included in reports | ||
Save and schedule customized reports | ||
Query reports for developers | - | |
Custom widgets from reports |
Barcode scanning | ||
Automatic workstation discovery | ||
Discovery of all IP devices (e.g., printers and scanners) | ||
Discovery and complete scan for Windows, Linux, and Mac machines | ||
Distributed workstation scan | ||
Import software licenses from CSV files | ||
Vendor and asset associations along with their details | ||
Assets and asset relationships | ||
Asset history with a list of associated requests | ||
Software compliance | ||
Support for client access license and volume-based software licensing | ||
Dynamically scan the network or import files to build an asset list | ||
Remote control | ||
Asset loan | ||
Asset Replenishment | ||
Enhanced tracking of license limits on assets and technicians | - | |
Triggers and custom actions for assets | - | |
Track and manage consumables | - | |
Consumable replenishment | - | |
Import vendors and associate assets | - | |
Widgets on the Dashboard | - | |
Asset life cycle | - | |
Asset associations | - | |
Asset auto-assign | - | |
Fine-grained access to assets | - | |
Asset acknowledgement | - | |
Customize notifications for assets |
Manage purchase orders | ||
Contact vendors directly from the application | ||
Integration with purchases, assets, and vendors | ||
Purchase order approval system | ||
Schedule approval reminder notifications | ||
Add invoice details to purchase orders | ||
Reconcile purchased assets with scanned assets | ||
Purchase requests | - | |
Purchase order to service request mapping | ||
Purchase order configuration templates | - | |
Site-based purchase orders | - | |
Custom triggers for purchases | - | |
Conversations for purchase orders | - | |
Site-based purchase orders | - | |
General ledger codes and cost centers for items | - | |
Purchase Dashboard | - | |
Import purchase orders | - |
Create and manage contracts | ||
Add information and attach documents related to a contract | ||
Associate contracts with assets | ||
Generate alarms before contracts expire | ||
Parent-child contracts | ||
Renew contracts | ||
Multiple contract notifications | ||
Automatic generation of requests for contracts nearing expiry | - | |
Site-based contracts | - | |
Set an indefinite validity term for contracts | - | |
Enable auto-renewal for contracts | - | |
Save contracts as drafts | - | |
Contract Conversations | - | |
Track the extent of usage of contracts | - | |
Cancel a contract | - | |
Contract templates | - | |
Control the accessibility of different types of contracts | - | |
Custom triggers for contracts | - | |
Contract costs in the vendor's currency | - |
Record service requests | ||
Manage service categories and services | ||
SLAs | ||
Service request approval | ||
Schedule approval reminder notifications | ||
Add tasks to service requests | ||
Add resources to the service catalog | ||
Manage the catalog for different user groups | ||
Classify IT and business service categories | - |
Incident classification | ||
Record service requests | ||
Impact | ||
Urgency | ||
Priority | ||
Configure statuses (e.g., open, on hold, or closed) | ||
Incident templates | ||
Link incidents with assets | ||
Link incidents with configuration items (CIs) | - |
Problem detection and classification | ||
Create a new problem from an incident | ||
Record a new problem in the problems module | ||
Associate multiple incidents with a single problem | ||
Problem priority | ||
Add analysis on root cause, impact, etc. | ||
Add workarounds, solutions, or known errors | ||
Problem closure | ||
Problem Life Cycle | - | |
Problem Templates | ||
Problem Form Rules | - | |
Triggers and custom actions for problems |
Custom change templates | ||
Configurable change workflows | ||
Visualize life cycles for change using workflows | ||
Dynamic templates with field and form rules | ||
Initiate and record new change requests | ||
Initiate change requests from an incident or problem | ||
Associate multiple incidents or problems with a change | ||
Create change advisory boards (CABs) | ||
Change approval from CAB members | ||
Schedule approval reminder notifications | ||
Add impact, rollout, and back out plans, and use a checklist for implementation | ||
Capture planned and actual downtime | ||
Coordinate change implementation | ||
Review changes | ||
Make announcements to technicians, end users, or both | ||
Triggers and custom actions for changes | ||
Recover deleted changes | ||
Stage-based task creation in changes and change templates | - | |
User acceptance testing and release stages | ||
Project Association | ||
Release Association | ||
Change Calendar View | ||
Copy Changes | ||
Change conversations | ||
Multi-stage and multi-level change approvals | ||
Backup Approver | ||
Configure custom change actions using custom menu | - | |
Send custom change notifications | ||
Create custom change roles and associate them with change templates | ||
Restrict access only to the stages and statuses configured in the change workflow | - | |
Change Roles can now be associated with support groups, change request's site, or group-based technicians | - | |
Conflict detection for changes | - | |
Timers for triggers and workflows | - |
Utilize custom release templates | ||
Use the visual workflow builder | ||
Create custom release roles | ||
Associate release roles with templates | ||
Initiate a release from a change request to associate a change | ||
Configure stages and statuses | ||
View the release calendar integrated with changes | - | |
Use notification rules and customizable email templates | ||
Add impact, rollout, and back out plans, and use a checklist for implementation | ||
Send custom notifications | ||
Schedule approval reminder notifications | ||
Make announcements to technicians, end users, or both | ||
Carry out post-deployment training and review | ||
Link releases to assets and CIs | ||
Triggers and custom actions for release | ||
Recover deleted releases | ||
Dynamic templates with field and form rules | - | |
Import releases, release tasks, and release conversations | - | |
Custom menu for releases | - | |
Custom widgets for releases | - | |
Associate releases with requests | - |
Define relationships between CIs based on their dependence | ||
Define and manage CIs to ensure uninterrupted IT service | ||
Define CI types and relationship types | ||
Attach documents to CIs | ||
Map view for CI relationships explaining the relationship between CIs | ||
Integration with incident management module | ||
Integration with problem management module | ||
Integration with change management module | ||
Integration with release management module | - | |
Triggers and custom actions for CMDB | - | |
Export CMDB relationship map as CSV or an image file | ||
Track the downtime associated with CIs | - |
Graphically track and manage your users' tasks effectively. | ||
Categorize resource utilization based on workloads. | ||
Filter tasks based on time or time scales, sites, groups, and technicians |
Custom project templates | ||
Import data from MS Projects as CSV, XLS, and XLSX | ||
Project, milestone, and task integrations | ||
Task planning and management | ||
Project history | ||
Effort estimation | ||
Notifications and comments | ||
Gantt view | ||
Project overview map | ||
Export project Gantt map as PDF | ||
Kanban view for project tasks | - | |
Task Dependency | ||
Resource Management | ||
Custom triggers and custom functions for projects | - | |
Associate requests with a project | ||
Associate changes with a project | ||
Associate releases with a project |
Single enterprise directory | ||
Unique service desk instances | ||
Service automation across departments | ||
Built-in catalog, and templates specific to each service desk instance | ||
Centralized request portal | ||
Space management |
Activities: Combined view of tasks and requests (tickets) | ||
Custom Modules | ||
Site locale and locale-specific notification templates | - | |
In-product communication | - | |
SmartView in Dashboards and the Scheduler | - | |
Custom triggers and custom functions for tasks | - | |
Executive Dashboard |
Single Sign On | ||
- AD FS 2.0/3.0 | ||
- Google Apps | ||
- Okta | ||
- Microsoft Azure AD | ||
SMS | ||
API | ||
Outlook | ||
Microsoft actionable messages | ||
OpManager | ||
Zoho Analytics | ||
Active Directory | ||
Mobile apps for Android and iOS devices | ||
Remote control software | ||
Endpoint Central (Desktop Central) | ||
Site24x7 | ||
Live chat | ||
SMS gateway | ||
Skype | - | - |
Slack | - | |
Microsoft Teams | ||
Cloud file attachment | - | |
SCCM | ||
Application Manager | ||
Mobile Device Manager Plus | ||
Password Manger Pro | ||
AD Manager Plus | ||
AD Self Service Plus | - | |
AlarmsOne | - | |
Jira | ||
Zapier | - | |
Microsoft Azure AD User Sync | - | |
TeamViewer | - | |
Zoho Circuit | - | |
Microsoft Intune | - | |
Cloud Telephony | - | |
Zoho Survey | - | |
Zoho Directory | - | |
Connect your ServiceDesk Plus Cloud account with external apps using a secure authentication mechanism | - | |
Create Office 365 calendar entries from reminders in ServiceDesk Plus, and sync reminders and leave days between ServiceDesk Plus and Microsoft Office 365 calendars | - | |
Scripts | Java/Python | Deluge |
Smart ticket categorization with intelligent suggestions | ||
Predictions for field attributes like subcategory and item | - | |
Zia priority predictions for incoming tickets | - | |
Template predictions for technicians and end users alike | ||
Prediction and auto assignment of technicians with the right expertise | - | |
Accelerated auto approvals based on the user's email response | ||
NLP-based automatic closure of tickets | - | |
NLP-based automatic reopening of tickets | ||
Zia conversational virtual agent | ||
Intuitive conversation workflows with Zia Blended Conversations | - | |
Voice-based chat for ticketing actions | - | |
Default Zia actions to perform various service desk activities | ||
Serverless Zia developer console to build custom Zia actions | - | |
Zia code generator for Custom Functions | - | |
Zia widget: Make Zia available across your websites or intranet pages | - | |
Detection and automation of asset acknowledgements from email replies | - | |
Scouring external sources with the Ask ChatGPT action in Zia | - | |
Reply generation and content enhancement | - | |
Generation of concise ticket summaries in Microsoft Teams | - | |
Intelligent ticketing operations within Microsoft Teams with the ServiceDesk Plus plugin for Microsoft Copilot | - |
Spanish | ||
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Swedish | ||
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Polish | ||
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Custom schedules | ||
Separate survey for incident and service requests | ||
Multiple question types | ||
Multi-language support | ||
General survey | - | |
Criteria to trigger survey |
Supported operating systems | ||
Windows | - | |
Linux | - | |
Supported databases | ||
MSSQL | - | |
Postgres | - | |
Supported browsers | ||
Internet Edge | ||
Firefox | ||
Chrome |
Standard Edition |
Free for up to 5 techs. Paid version starts @ USD 1,195 for 10 technicians annually. | On-premises | Cloud |
Professional Edition | Starts at USD 495 for 2 techs and 250 nodes annually. | ||
Enterprise Edition | Starts at USD 1,195 for 2 techs and 250 nodes annually. | ||
Subscription Model | Yearly & perpetual basis | Monthly & yearly basis |