ManageEngine has announced that ServiceDesk Plus, the IT help desk software, is now integrated with Zoho Reports, the online reporting and business intelligence application from Zoho.com. Available immediately as an add-on module, the Zoho Reports integration lets ServiceDesk Plus users easily analyse their IT service desk data as well as create insightful reports and visually rich dashboards for informed decision-making.
Timely access to meaningful, IT service management data and reports gives IT managers the intelligence they need to optimise their service desk operations. For instance, knowing hourly patterns of incoming service ticket volumes helps improve resource planning. Acquiring such intelligence, however, typically requires users to spend a lot of time writing complex database queries to mine service desk information. Most IT service desk teams are too busy resolving end-user issues to perform those advanced analytics.
“While raw data and graphs are abundant in IT service desk environments, analysis and insightful recommendations are scarce,” said Clarence Rozario, Director of Product Management at Zoho. “With the Zoho Reports integration, IT managers using ServiceDesk Plus can keep track of the key metrics that matter and demonstrate the value of their IT service desk operations in tangible terms to the stakeholders involved.”
“The addition of Zoho Reports is a big step for ServiceDesk Plus and for the thousands of customers who use it to manage their IT service desks,” said Umasankar Narayanasamy, Director of Engineering at ManageEngine. “Over and above the default and custom reporting options in ServiceDesk Plus, this new integration empowers our customers to squeeze advanced intelligence out of their service desk data for critical decision-making — without the complexity usually associated with advanced BI efforts.”
Advanced Service Desk reporting made easy
The new Zoho Reports add-on complements the ready-made and custom reports previously available in ServiceDesk Plus. The new add-on provides an easy, efficient way to derive business intelligence out of IT operations data — no database queries required. Instead, the Zoho Reports add-on lets IT service desk managers and agents quickly create powerful reports and dashboards using a flexible, drag-and-drop interface. With the Zoho Reports add-on, users can:
- Generate fine-grained reports on the fly, without writing database queries
- Track the most important service desk KPIs with 80+ prepackaged reports
- Shape and design data with a wide range of charts, tabular and summary reports
- Create personalized dashboards for consolidated views of multiple reports
- Share data and reports for collaborative analysis and report creation
- Embed reports and dashboards across websites, intranets, blogs and applications
- Automatically generate reports and automatically email them from ServiceDesk Plus
- Access cloud-based reports any time from a variety of platforms, such as mobile and tablet
Pricing and availability
The Zoho Reports add-on is available immediately in all editions of ServiceDesk Plus with all plans of Zoho Reports, including the free plan. For complete pricing, visit https://store.manageengine.com/service-desk/
The Zoho Reports add-on is available with the recently released patch of ServiceDesk Plus hotfix 9028 (http://www.manageengine.com/products/service-desk/service-packs.html). The complete help document about this integration can be accessed at https://reports.wiki.zoho.com/advanced-analytics-for-servicedesk-plus.html.
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