Introducing Zia AI Agents in ServiceDesk Plus Cloud
Hello ServiceDesk Plus users, We're excited to announce the general availability of Zia Agents in the cloud version of ServiceDesk Plus. Register now for our free training on Zia Agents for ServiceDesk Plus Apr. 7, 2026 3pm AEST Register now 11am BST
Change SLAs for ServiceDEskplus Cloud
We are in the middle of refining our Change Management templates, business rules and configuration but realised there are no Change SLAs? CRs often should have SLAs for the ff reasons: Set expectations for response and resolution times. Ensure timely
Request Conversation Deletion & Recovery
I accidentally delete conversation threads from my Requests more often than I'd like to admit, especially when things are busy and I'm flying around replying to tickets on a busy day. In the History tab (or Conversation tab), there should be a way to
Cara melakukan pengajuan reschedule LION AIR
Untuk mengajukan Reschedule tiket LION AIR, hubungi customer service (CS) LION AIR melalui WhatsApp di nomor +62813-77-77-024 atau melalui fitur Obrolan (Chat with Bo) di situs web atau aplikasi LION AIR. Memberikan informasi detail pemesanan seperti
Project Module - Percentage Allocation to a Task
This is a request based on a old post in the question forum: Projects - Resource Allocation We are starting to use the Project Management module and having this ability will make the Resource Allocation report more useful. As it stands now, everyone is
Allow for the duplication of more than one service request
Currently, you can duplicate multiple incident records at once, but only a single service request at a time. The organization I represent could benefit from the ability to duplicate multiple service request items, like you can with incidents. Duplicating
Contracts management
Hi, I think could be a good idea to improve the contract management: - Integrate contracts detail on asset page - Give the possibility to import contracts details on asset import / creation - Add the list of assets on contracts report Thanks, Alberto
Allow Custom Reports/Widgets in Private Dashboards
In the on premise SDP we were able to create custom reports/widgets in our private dashboards. It would be great to have this implemented in the Cloud as well.
Actionable Messages for Outlook for all notifications
Dear Team, We have enabled Actionable Messages for Outlook; however, they are currently not available for all notifications. For example, the Request Created notification includes actionable messages, whereas the Request Resolved notification does not.
New Dashboard Filter- Technicians
The Dashboards are great but can only filtered by Site and / or groups. It would be very beneficial to also add a possibility to filter by Technician. The new Activities Dashboard is great and our Technicians would love to see this Dashboard just with
Feature Request
Would it be possible to add a new field like the Description field which gives you the options to edit text etc.... for all modules
Self Scan Agent Development Thread - no vbs
the current use of vbs as a method of inventory does not work in a modern secure world. appropriate security should block all vbs from running. ME are developing an Agent to replace the current selfscan tooling this is a thread for them to update us all
Alternative Text Options for Images
Hello, I was wondering whether the option to add alt-text to images in the email body and email signatures is something on the development roadmap. This is an important accessibility feature and although an alt attribute can be added to the HTML, being
Not fancy improvements in the new version
Hi everybody, am i the only one that find not fancy at all this 2 graphical things came from one of the latest updates? - icon of a folder on the left of the service categories - useless and huge frame (always opening extended) saying "no service categories
Ask Zia as the Requester Portal
With the introduction of the gen AI features, and the Ask Zia module within the portal, it feels like its a missed opportunity for the Ask Zia front end to become the landing page for the requester portal. Appreciate everyones needs will slightly differ
Use AI to intelligently route a ticket to the correct resolver group
I read some articles about AI in ServiceDesk Plus and also the ability to route tickets based on AI. We currently route incidents based on a selection of site, category & subcategory. We often find that users do not select the correct category & subcategory,
Checklist templates not in alphabetical order when adding them to a request
When I'm editing checklist templates, they're sorted in alphabetical order. But when I go to add a checklist to a request, and use the "Add existing checkist" option, they seem to be sorted in order of creation date. Can I suggest that the order be changed
Add the ID to the tab header on browser window
Sometimes we have a lot of open tickets on diffrent tabs. It would be really helpfull and time saving to be able to see the ID and title on the header. In this example I have 3 open changes but, unless I open each tab, there is no way of knowing wich
Custom Statuses for the Tasks module in ServiceDesk Plus Cloud
Hello Team, Currently, Task Statuses are governed by the Statuses in the Requests module. In other words, all the statuses we configure in Requests appear in Tasks. This causes several statuses to appear in the Task templates that we do not need. Is it
Ability to import markdown with images into solutions.
Apple Notes in iOS/macOS 26 will now allow you to export notes as markdown, and the Mac version of Snagit now allows you to export step capture screenshots and text as markdown. There's many other KB solutions that will work with markdown. Having the
Feature Idea: Read Receipts & Secure Messaging for ServiceDesk Plus Cloud
Hello ServiceDesk Plus Community, As a long-time user of ServiceDesk Plus Cloud, I'm always looking for ways to improve our workflow, security, and compliance. I would like to propose two features that I believe would be game-changers for both technicians
Increase Records per Page (for Admins)
Admins frequently have to perform bulk actions on tickets for various reasons: - Assign tickets to a different group, site, technician - Modify the assigned Categories - Bulk closure - etc. Would like to recommend that for Admin users, we have the ability
Translations
Translations have been a fantastic feature within the on-premise version of ServiceDesk Plus. A feature which has been very useful and popular with my customer base and implementation projects delivered. I would very much like to see this be available
Asset Audit
Enable Asset Audit by site
Search
Enable Search on every screen with a control in your profile
Asset Acknowledgement
Enable Asset Acknowledgement by site
Assets
Possibility to add tags to an assets (like the tags that already exist for request) Possibility to search & report a these tags
Integration with InTune (Endpoint Manager)
As more clients are moving toward InTune and co-managed environments with SCCM it would be great to integrate the Asset Discover and management with this product.
Announcements tab
Hi ALL I have feature request about Announcements tab - Add behavior settings: 1) show for all requesters in each case page 2) show only if any active Announcement is presents in system/instance/service_category_of_case 3) Never show for requesters
CMDB Relationship Map - View Details Link
When viewing a CI, under relationships you can click the related CI. This provides a View Details link Feature Request: Please add the same view details link from the related object in the relationship map. This improves the user experience when navigating
Ability to Clone and Reorder Field and Form Rules (for Unified Multi-Department Forms
We are building a unified, interactive incident/service request form in ServiceDesk Plus Cloud to support multiple departments—Technology, Facilities, Events, and Security—at a K–12 school. We're using extensive Field and Form Rules to dynamically manage
FEATURE REQUEST - Auto Expand all conversations
Please can you implement a toggle or some mechanism to automatically open all conversation threads in requests? It's driving our technicians mad trying to find information and having to open each conversation element. You cannot even use CTRL-F to search
Set request due date with one click
To set the due date on a request, I have to edit the request, scroll down a bit and click on the Due Date field. In view mode, the due date field is shown in the right hand panel. Would it be possible to make that clickable so we can change the date without
Abililty to set the default request view (from a Dashboard link)
When clicking on a request link from a dashboard, is it possible to change the default view for requests from a sidebar list to the standard list view?
Auto-assign Consumables in Service Desk Plus Cloud
Hello, I got a request from one of my company's IT coordinators. Could we look at the possibility of automatically assigning consumable assets ( monitor, dock, keyboard, mouse, headset, etc.) to users when their hardware request ticket gets closed? Example
Reporting manager of On behalf of user
Currently we are trying to build a workflow that will send approvals to the reporting manager. But there is not an option to send the approval to the reporting manager using the on behalf of user field instead of the requesters reporting manager.
Staff Photos on Service Desk plus from Azure
Are there any plans to sync staff photos stored in Azure to Manage Engine, this would be via Zoho directory. We believe this would be beneficial to technicians.
Change Description: Move to top in Request View
We'd like to be able to manage how fields, specifically the CR Description, are displayed in the Details page. We've configured the template to show the user the Description field at the top of a new CR but when the CR is saved, it puts the Description
Access to all instances by Organization Admin
I understand this is by design, but it would be helpful if Organization Admins had the ability to access the Setup menus for all the organization's instances, whether they are a technician in them or not. We essentially have to pay for an extra license
Release Attachment enhancements
Users may add an attachment at any stage of the release. Just like notes and approvals, it would be very useful to see all the attachments on one page with an indication of the stage it was attached to and who attached it. I would also like to be able
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