Features page (incident management) — ManageEngine ServiceDesk Plus

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Facts read from this source

• Trial Report an error

  “Sign up for a free, 30-day trial”

• Incident logging channels Report an error

  “Automatically log incidents from emails, Microsoft Teams, SIEM and observability tools, UEM solutions, and more.”

• AI capabilities Report an error

  “Accelerate incident management with intelligent predictions, AI-generated post-incident reviews, and more.”

• Workflows Report an error

  “Guide your teams and orchestrate incident responses with visual workflows.”

• Cmdb itam coupling Report an error

  “Carry out detailed incident diagnosis with a tightly coupled CMDB and ITAM inventory.”

• SLA escalation Report an error

  “Define SLA escalation paths and criteria for escalating incidents.”

• Itil certified Report an error

  “Ensure enterprise-wide service continuity with ITIL-certified incident management.”

• Omnichannel logging Report an error

  “No matter the channel—email, chat, phone, virtual agent, or a self-service portal—enable users, technicians, and apps to log incidents their way and seamlessly track all interactions.”

• Observability Report an error

  “ServiceDesk Plus integrates with OpManager, Applications Manager, Site24x7, Dynatrace, and AlarmsOne.”

• AI triage Report an error

  “Drive AI-powered incident triage and routing with intelligent predictions that ensure every incident is properly categorized, prioritized, and lands in the right hands.”

• Zia assistant Report an error

  “Instantly distill incident details with conversation summaries. Predict end-user sentiments and draft tailored responses with Zia's Text Assist.”

• Pir generation Report an error

  “Generate structured post-incident reviews that document symptoms, root causes, impact, diagnostic steps, and resolution actions”

• Playbooks Report an error

  “Establish standard operating procedures and playbooks for different incident types and pilot governance through prebuilt incident response workflows.”

• Unified it data Report an error

  “ServiceDesk Plus is a unified ITSM platform that helps pull in data from the CMDB, other incidents, problems, IT assets, and even previous changes and releases.”

• SLA multi level Report an error

  “Define clear response and recovery times for different types of incidents by setting up customizable, multi-level SLAs, and automate proactive and reactive escalations”

• Virtual agent Report an error

  “Zia is available as a conversational virtual agent that contextually guides end users through predefined questions and responses.”

• Rag chatgpt Report an error

  “instantly pulling relevant excerpts from various knowledge articles using retrieval-augmented generation, and integrates with ChatGPT to deliver a structured response.”

• Kanban boards Report an error

  “Kanban boards in ServiceDesk Plus provide a visual summary of your tickets and tasks, making collaboration a breeze.”

• Incident templates Report an error

  “Incident templates help you build comprehensive forms for reporting incidents accurately. These forms can be made dynamic with field-level automations”

• Automation scripts Report an error

  “incorporate your own business logic for incident response by executing low-code scripts or pro-code serverless functions.”

• Reports dashboards Report an error

  “Prebuilt reports and dashboards in ServiceDesk Plus help you measure the popular incident KPIs and determine what's working and what's not.”

• Copyright holder Report an error

  “© 2026 Zoho Corporation Pvt. Ltd. All rights reserved.”

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Scores citing this record

• The Change & Configuration Manager Service desk, incidents & requests
• The Change & Configuration Manager Change, problem & release management
• The Change & Configuration Manager Assets, CMDB & discovery
• The Change & Configuration Manager Self-service portal & service catalog
• The Change & Configuration Manager Deployment, integrations & multi-client operation
• The MSP Owner Service desk, incidents & requests
• The MSP Owner Self-service portal & service catalog
• The Municipal IT Lead Service desk, incidents & requests
• The Municipal IT Lead Self-service portal & service catalog
• The Municipal IT Lead Deployment, integrations & multi-client operation
• The Service Desk Lead Service desk, incidents & requests
• The Service Desk Lead Assets, CMDB & discovery
• The Service Desk Lead Self-service portal & service catalog
• The Service Desk Lead Deployment, integrations & multi-client operation
• The Skeptic Service desk, incidents & requests
• The Solo IT Admin Service desk, incidents & requests
• The Solo IT Admin Self-service portal & service catalog
• The Solo IT Admin Deployment, integrations & multi-client operation