Auto merge solution - cloud
We have some systems that email our servicedesk automatically when an issue occurs (usually every few minutes) The problem is this results in a large volume of requests for the same issue which we eventually merge manually. Does anyone have a solution
"Reply" option in Conversations for emails that technicians sent
It would be really helpful if there were a "reply" button on email threads in Conversations that were conversations from techs. Sometimes the most appropriate way to continue or move a conversation forward is to respond to something a technician emailed
HTML Format Notification
Hello Team, Can you please update the possibilites of having HTML format notification like below is available in SD On Premise. We can edit the html and design as per our requirement and it looks good as well.
Planned Disaster Recovery Drill for Zoho Europe and Australia Services on 10th December 2023 and 17th December 2023
Dear Customers, We have planned to conduct our yearly Disaster Recovery(DR) Drill for Zoho EU(Europe) and AU(Australia) Service on 10th December 2023 and 17th December 2023 to ensure our DR Readiness in EU and AU Deployment. This will help us support
[Free e-book] The CIO's handbook for analyzing IT budget spending
Hello there, Don't let generic reports and a lack of visibility impact your IT budget and spending. Gain a powerful edge over standard budget reports with our latest e-book, and witness streamlined IT budgeting, reduced cost wastage, and increased ROI.
Associate a requestor to multiple sites
I can see a few posts over the years discussing this but it doesn't seem like it was ever answered fully? Is there a way, or are there any plans to allow, a single requestor to be at multiple sites? It seems strange that this isn't possible, as many businesses
Pickup Dell Warranty info
Hi, Is there a way to pull in the dell/lenovo warranty information into SDP Cloud? Thanks
Masterclass 2023 - Season 2, Episode 5: "Ask Me Anything" session with ServiceDesk Plus Cloud product experts
Greetings from ManageEngine! We are excited to announce that the registrations are now open for the Season 2 finale of the ServiceDesk Plus Cloud Masterclass 2023! Learn how to utilize our latest features and enhancements followed by the "Ask Me Anything"
Masterclass 2023: Season 2 Episode 5— Upcoming AMA episode with ServiceDesk Plus Cloud experts. Submit your questions now!
Hi everyone, We're excited to announce that the final episode in season two of our Masterclass 2023 series will be a ServiceDesk Plus Cloud AMA (ask me anything) session with Sriram K S, global head of customer success, and Srinath Venkatachalam, global
How would I use Approval Level Name / Approval Level to create a Task via Triggers?
How would I use Approval Level Name / Approval Level to create a Task via Triggers? Or any other fields in both Approval Level and Approvals
Fetching Field Values for a custom function
Does anyone know how to fetch field values from a form into a custom function, I want to use field values in a custom function to send off a notification using the sendmail tool, but I cannot get the field values to use for my subject, recipient, et
Mention user in notes with @<name>
Hello, In the ServiceDesk onPermise, we could mention users in notes with @<name>. In the cloud version, we cannot do that. Is that something that we need to enable, or it's a feature that is not available in the Cloud version? Sincerely, Marcos Fer
Currency field not availabe on trigger
Dear support i have added the currency field on the template, now when i would like to add conditions under trigger the currency field is not available, even under additional field
Upcoming enhancements in CMDB , Custom Modules , Releases, Workflows ,Approval actions, Changes , Purchases and support for Zoho Puvi Font
Dear Users, We are elated to announce the upcoming enhancements in CMDB , Custom Modules , Releases, Workflows ,Approval actions, Changes , Purchases and support for Zoho Puvi Font .Below is a brief run-through of the same: Enhancements Setup Timers for
Enhancement to request "Need more information" for approvals, any update?
Dear, any update about the above feature? it's taken long time under implementation
DR drill for US on 25 Nov 2023 and 02 Dec 2023 from 6.30 PM to 9:30 PM PDT
Dear Customers, We have planned to conduct our yearly Disaster Recovery(DR) Drill for Zoho US Service on 25 Nov 2023 and 02 Dec 2023 from 6:30 PM to 9:30 PM PDT to ensure our DR Readiness in US Deployment. This will help us support our expanding server
Floating Worklog Timers/Most Recent Timers
It would be nice if there were a floating widget/overlay/something that would show all active worklog timers, whether within a request, task, project or what have you. Or an expandable widget with your most recent timers if you need to return to them.
KB Articles in Announcements
We create KB Articles and want to use the Announcement feature to link to essential KBs. Is there any way to do this besides logging in as a fake user to grab the URL link? You would figure these two features would be very closely linked.
Add Technician Shifts
Please add the ability to set a technicians work hours so that tickets are only auto assigned to technicians scheduled to work based on the creation time. Currently it will only skip a tech if they are scheduled as away in the scheduler but the issue
cant send mails from tool to outside domain users
Hi, i have added a exchange 2013 email id with the tool. while replying from the tool, mail reaches to the internal domain(my domain) users. But getting error with outside users(other domains) ERROR: "Invalid address". i have created connectors for the tool IP's and enabled everything from my exchange server but still facing the issue. Kindly help me to resolve this issue ASAP Thanks Santhosh
Mobile app unable to copy text
Hello, we face an issue with the mobile app unable to copy text from conversations. Our team is using iOS 16 and 17 on the latest SDP mobile app. When trying to copy from the Conversation text field nothing is being copied. Please see the attached screenshot
Update/Add to the My Summary Page
It would be nice to be able to modify or add more items to the My Summary widget and to be able to see this widget anywhere, not just within the home module. It would be nice to customize and organize the request views by specific status instead. It would
Time worked entry
We are using hosted SD+ and our technicians really only use Notes and Resolutions. However, we want to track their time worked better. We tried the worklog way, but it seems convoluted??? My ultimate would be to enter time entry and on that same page:
Create a recurring request each week automictically.
I am trying to automatically create a recurring ticket schedule for each week but cannot find where to do this in sdpondand. Can someone please help
report for Probe network scan "failed"
When a network scan completed, there is an option to view Last scan summary. Within that pop up screen show alive host with "failed" These entries don't can included into assets as they failed. Is there any report that can generated list these "failed",?
Service Desk Plus - Cross Timezone Issue
Hello everyone. I would like to raise this concern or issue if anyone encounter this kind of problem in logging in Service Desk Plus. It will display about Cross Timezone. I did my troubleshooting and issue still occurs. Troubleshooting -Adjust the correct
Make all requesters as service request approvers
Hi ALL. How i can allow be approvers for all my users ?
Network scan issue
I am using SDP on demand/Assets: I have setup a probe but network scan does not bring up all the printers found. Checking the logs on the probe install, can see it has discovered all the printer ip, and the network scan result also show the printers was
Measure and reduce ticket volume in 5 quick steps [Free webinar]
Hello folks, When your help desk is inundated with tickets, it impacts technicians' ability to deliver sustained results. Catch the warning signs of a struggling help desk, and formulate effective strategies to streamline workload management. Register
CHAT Function
In SDPC when using the CHAT feature it creates an automatic ticket. With AI, how will Zoho prevent a system from being spammed and creating mass tickets?
Show additional information on parent request from Task view
When viewing a task, very limited information is displayed on the parent request, just the request name as a clickable link. It would be helpful to see additional information in this view, such as the request ID, priority, status, and group/technici
[Free e-book] The ultimate guide to overcoming help desk hurdles
Hello folks, Is your help desk struggling? Are frequent issues affecting productivity and service delivery? Wield proven strategies to overcome widespread inefficiencies that weigh down most help desks. This e-book addresses the following major challenges
Discussion RE: Status values
new to SDP (Cloud). When new Service Requests come in they default to STATUS == OPEN. Our team then reviews if it's business impacting/critical. But they don't really mark the SR in any way other than adding a note. So, being new to this, I was thinking
Remove the technician’s name in adding a resolution
I, I would like to remove the technician’s name when I add a resolution to the ticket. I don’t want the requester to see who put the resolution. Thanks Luc
[Free webinar] 5 ways to measure and reduce your help desk's workload
Hello there, Is a near-constant flurry of tickets weighing down your help desk operations? When operating in a perpetual fire-fighting mode, we often fail to spot technicians' woes. Our latest webinar lays out strategies to catch the signs of a struggling
SLA and different status for problems.
We need to have different statuses for the Problem module and be able to have the option of having a matrix for the SLAs. This module currently lacks these options, which makes it difficult to create a lifecycle that complies with ITIL. You also need
Custom Script to append an additional field onto the Subject
I am trying to create a custom script that a form rule can use. It needs to take the value entered into one field and append it to the subject line. All my attempts end up with null being entered. This suggests to me that I am using the wrong variable
Request updated by multiple people? New User angle
Hiya, This may have been asked before but I dunno how to phrase a search lol What I would like is for a new starter form to be updatable by HR and the chosen line manager. The image shows it better, but HR don't know what folder/system/shared mailbox
Upcoming enhancements in checklist, Users, suite view and support for new languages
Dear Users, We are elated to announce the upcoming enhancements in checklist, Users, suite view and support for new languages.Below is a brief run-through of the same: Enhancements Setup Checklist Enhancement Technician can edit checklist items and the
Planned DR Drill for China and Japan Services on 28 Oct 2023 and 04 Nov 2023
Dear Customers, We have planned to conduct our yearly DR Drill for Zoho CN(China) & JP(Japan) Services on 28 Oct 2023 and 04 Nov 2023 to ensure our DR Readiness in CN & JP Deployment. This will help us support our expanding server far more efficiently.
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