Quick Wins to Improve Your ServiceDesk Plus Experience

Man With Headphones Facing Computer Monitor

As an IT Manager, IT Director, or CIO in Canada, you understand that time is of the essence when it comes to delivering exceptional IT support. Whether you’re already using ManageEngine ServiceDesk Plus or considering implementing it in your organization, you’ll want to make the most of this powerful IT service management solution. In this blog post, we’ll discuss some quick wins to help you improve your ServiceDesk Plus experience and elevate your IT department’s performance.

1. Leverage Automation for Maximum Efficiency

One of the key benefits of ServiceDesk Plus is its robust automation capabilities. By automating repetitive tasks and processes, you can save time, reduce human errors, and improve the overall efficiency of your IT department. Here are some automation features you should consider implementing:

  • Ticket routing: Automatically route tickets to the appropriate technician or group based on predefined criteria such as category, priority, or skillset.
  • SLA escalation: Set up escalation rules to ensure that tickets are addressed in a timely manner and SLA compliance is maintained.
  • Auto-closure: Configure ServiceDesk Plus to automatically close tickets after a certain period of inactivity, reducing the number of open tickets and streamlining ticket management.

2. Optimize Self-Service Portal and Knowledge Base

A well-designed self-service portal and knowledge base can significantly reduce the number of incoming support tickets and empower end users to resolve their issues independently. Here are some tips to optimize your self-service portal and knowledge base:

  • Keep it user-friendly: Make sure the self-service portal is easy to navigate and visually appealing. Use clear language and concise instructions to ensure end users can easily find the information they need.
  • Regularly update the knowledge base: Continuously update and expand your knowledge base with new articles, troubleshooting guides, and FAQs. Monitor common support issues and trends to identify areas where new content may be needed.
  • Promote the self-service portal: Encourage end users to utilize the self-service portal by promoting it through various communication channels, such as email campaigns, internal newsletters, and staff training sessions.

3. Streamline Ticket Management with Custom Views

ServiceDesk Plus allows you to create custom views for your tickets, helping you quickly access the information you need and prioritize your workload. Some ideas for custom views include:

  • Tickets by priority: Sort tickets by priority, so you can quickly address the most critical issues.
  • Tickets by technician: Create a view that displays all tickets assigned to a specific technician or group, making it easier to monitor their workload and progress.
  • Tickets by status: Organize tickets based on their status, such as open, pending, or resolved, to better understand the current state of your support queue.

4. Utilize Customizable Templates

ServiceDesk Plus offers customizable templates that can help you standardize communication and maintain consistency across your IT department. Here are some ways to make the most of this feature:

  • Predefined responses: Create templates for common ticket responses to save time and ensure a consistent level of service quality.
  • Incident templates: Develop incident templates for specific issue types to streamline the ticket creation process and gather all the necessary information from end users.
  • Notification templates: Customize email notifications for various events, such as ticket assignment, status updates, or SLA breaches, to keep all stakeholders informed.

5. Improve Team Collaboration with Notes and Tasks

Effective communication and collaboration are essential to resolving IT issues quickly and efficiently. ServiceDesk Plus offers features like notes and tasks that can help improve collaboration within your IT team:

  • Add notes: Use the “Add Note” feature to share updates, ideas, or important information with your team members directly within a ticket.
  • Create tasks: Break down complex issues into smaller, manageable tasks and assign them to specific technicians or groups, ensuring that everyone stays on track and knows their responsibilities.

6. Monitor Performance with Reports and Dashboards

ServiceDesk Plus comes with a comprehensive set of reports and dashboards that allow you to monitor the performance of your IT department and identify areas for improvement. Here are some tips for making the most of these features:

  • Regularly review key metrics: Keep a close eye on important metrics, such as ticket resolution times, SLA compliance, and technician performance, to ensure your IT team is meeting its goals and delivering top-notch service.
  • Customize dashboards: Create custom dashboards that display the most relevant information for your role, making it easy to track your team’s progress and stay informed about ongoing issues.
  • Schedule automated reports: Set up automated reports to be sent to your inbox at regular intervals, ensuring that you always have up-to-date information on your IT department’s performance.

7. Enhance User Satisfaction with Surveys

Gathering feedback from end users is crucial to understanding their needs and improving your IT service delivery. ServiceDesk Plus allows you to create and distribute satisfaction surveys, providing valuable insights into your users’ experiences. Use this feedback to make targeted improvements to your processes and support offerings.

8. Integrate with Other IT Management Tools

ServiceDesk Plus can be integrated with other IT management tools, such as asset management, remote desktop, and monitoring solutions, to create a unified and efficient IT management environment. By integrating these tools, you can streamline workflows, automate processes, and gain better visibility into your IT infrastructure.

9. Keep Your Team Trained and Up-to-Date

Ensure that your IT team is well-versed in the features and capabilities of ServiceDesk Plus by providing regular training sessions and access to relevant resources. This will enable them to fully utilize the platform and deliver the best possible service to your end users.

10. Partner with a Trusted ManageEngine Expert

Working with a trusted ManageEngine Partner, such as Optrics Engineering, can provide invaluable support and expertise to help you optimize your ServiceDesk Plus experience. From demos and quotes to professional services like training and implementation assistance, a reliable partner can guide you through every step of the process and ensure your success.


By implementing these quick wins, you can significantly improve your ServiceDesk Plus experience and take your IT department’s performance to new heights. Remember, optimizing your IT service management processes is an ongoing effort, and leveraging the full capabilities of ServiceDesk Plus can lead to continuous improvements and enhanced user satisfaction. Stay focused on your goals, monitor your progress, and keep refining your strategies to achieve IT service excellence.

Don’t miss this incredible opportunity to experience the power of ManageEngine ServiceDesk Plus firsthand! Click here to download your FREE 30-day trial and explore all the amazing features designed to optimize your IT service management. Or, if you prefer a guided tour, request a demo to see how ServiceDesk Plus can revolutionize your IT department’s performance and elevate end-user satisfaction. Transform your IT service delivery today!

Leave a Reply