With a tool like ManageEngine ServiceDesk Plus, you can automate repetitive tasks, accelerate resolution times, and create a seamless experience for users and technicians alike. Ready to work smarter? Discover 10 ways to simplify and scale your support process—without the stress.
1. Empower users with a self-service portal
The support journey starts with the user—and automation can make it smoother from the start. With a user-friendly self-service portal, employees can log and track their own tickets, access FAQs, and even resolve issues without contacting the helpdesk. Intelligent suggestions from the built-in knowledge base often solve problems before a ticket is even created.
2. Smart ticket routing made easy
Forget manual triage. Set up automation rules to route tickets instantly to the right team based on category, department, or priority level. No delays, no confusion—just fast, accurate ticket assignment from the moment it’s submitted.
3. Deliver answers before they ask
As users describe their issues, ServiceDesk Plus uses intelligent search to suggest knowledge base articles in real time. This reduces the number of tickets submitted and gives users the tools they need to solve common issues themselves—boosting satisfaction and reducing pressure on your team.
4. Keep asset data accurate and up to date
Managing IT assets manually is a thing of the past. With automated asset discovery, ServiceDesk Plus keeps your CMDB updated with real-time information about all connected devices—laptops, servers, printers, software, and more. You’ll always know who’s using what, and where.
5. Turn emails into tickets automatically
Support requests via email? Let ServiceDesk Plus handle them. Incoming emails are automatically converted into tickets, categorized, and prioritized—so your team spends less time on inbox management and more time resolving real issues.
6. Stay ahead of SLA breaches
Never miss a deadline again. With SLA tracking and automated notifications, the system monitors ticket progress and alerts you before breaches occur. Tickets can even be automatically escalated based on urgency or inactivity, keeping your service delivery consistent and compliant.
7. Detect issues before users do
Proactive IT support is a reality with automation. Connect monitoring tools to ServiceDesk Plus to create tickets automatically when thresholds are breached—like low disk space, server downtime, or high CPU usage. Resolve incidents before they impact your users.
8. Handle escalations automatically
Critical tickets require immediate attention—and ServiceDesk Plus makes sure they get it. Use automated escalation workflows to notify the right stakeholders based on issue severity, priority, or response time. Escalations can be routed to team leads, managers, or entire departments with zero manual input.
9. Remote troubleshooting in one click
Remote work is here to stay—and so is the need for fast remote support. Launch secure remote sessions directly from within a ticket, resolve issues on the spot, and log everything for compliance. With tools like Zoho Assist integrated, your team can help from anywhere.
10. Automate reports and gain real-time insights
Track everything from open tickets to SLA compliance with automated dashboards and scheduled reports. ServiceDesk Plus gives you a clear, real-time view of service desk performance, helping you spot trends, identify bottlenecks, and make data-driven decisions.
IT Automation = Better Support, Less Effort
Service desk automation isn’t just about speed—it’s about working smarter. With ManageEngine ServiceDesk Plus, you can transform your IT support operation into a scalable, proactive, and user-centric system.
From ticket routing to remote troubleshooting, these automation ideas help you boost productivity, improve user satisfaction, and free up your team for more strategic work.
