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ServiceDesk Plus for Email

Zoho Corporation Private Limited

2.5 (18)

The add-in lets technicians and end users perform a host of help desk activities from their mailbox.

The ServiceDesk Plus add-in for Microsoft Outlook brings the IT help desk right into your Outlook or Office 365 mailbox. Now your end users don't have to access your help desk portal to submit a request or check the status of their tickets. All that they need to know about their tickets is available right within their mailbox. This add-in creates a ServiceDesk Plus user pane inside end users' and technicians' mailboxes. Currently, the add-in is available only for the cloud version of ServiceDesk Plus.

Multi-modal ticket creation

With this add-in technicians and end users can create new tickets right from the ServiceDesk Plus user pane within their mailbox. They can also choose from a list of existing incident and service request templates.

End user self-service

End users can keep track of the progress of their tickets, add notes, reply to their tickets, and view the details and history of requests, all from within their mailbox.

Easy ticket management

Technicians, who often work on the go, can now perform a host of ticket management activities from their mailbox without switching to ServiceDesk Plus:

a) Assign tickets to other technicians or pick up tickets.

b) Edit requests.

c) Close requests and mark them as first call resolved.

d) Document end users' acknowledgement of the resolution.

Add-in capabilities
When this add-in is used, it
  • Can send data over the Internet
  • This add-in can access personal information on the active message, such as sender names, recipient names, email addresses, message body, and attachment information. The add-in may send this data to a third-party service. Other items in your mailbox can’t be read or modified.
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