Dubai, UAE :  ManageEngine, the real-time IT management company, today announced the release of the latest edition of ServiceDesk Plus – MSP, the company’s web-based, ITIL-ready help desk software specifically built for managed service providers. The latest version of ServiceDesk Plus – MSP comes loaded with features like QuickBooks integration and computer telephony integration (CTI), which allow service providers to concentrate on service delivery instead of worrying about the tools used to deliver service.

Managed service providers use a handful of tools from help desk software to billing and accounting applications to deliver services and manage their clients. Making these tools work in harmony to provide better service to clients has always been a challenge for MSPs. Without that harmony, MSPs lose a lot of their productive time shuttling between these tools rather than focusing on what matters the most — service delivery. Now, ServiceDesk Plus – MSP makes this job easier for managed serviced providers with QuickBooks and CTI integration.

“Help desks for MSPs are business critical and should enable MSPs to deliver service in a profitable manner,” said Umasankar Narayanasamy, director of engineering at ManageEngine. “We’ve enhanced ServiceDesk Plus – MSP with new features that allow managed service providers to increase their efficiency and their bottom line at the same time. And we continue to make the standard edition of ServiceDesk Plus – MSP available for free, so MSPs see just how powerful our solution is — risk free.”

Streamlining MSP Operations with ServiceDesk Plus – MSP

The latest version of ServiceDesk Plus – MSP lets users integrate their help desks with the popular accounting software, QuickBooks. ServiceDesk Plus – MSP users who employ QuickBooks to invoice and bill customers can look forward to a seamless integration between the two products. Specifically, users will be able to sync accounts, work log types and work log time with customers, items and quantity across ServiceDesk Plus – MSP and QuickBooks, respectively. This out-of-the-box QuickBooks integration takes away the need for dual entries, making accounting and charging customers a lot easier for service providers.

CTI is another new feature in ServiceDesk Plus – MSP. CTI fetches caller details such as a caller’s name, account name, site and pending tickets and displays those details in the ServiceDesk Plus – MSP user interface to help technicians provide a personalized response to the caller. The product supports Asterisk and Avaya for its computer telephony integration.

Recognizing the need for optimizing response times, ManageEngine has included two new features in the ServiceDesk Plus – MSP iPhone application — custom push notifications and request approvals. These two features further empower technicians to take action while on the go by notifying them of request and task assignments, requester replies, request approvals or rejections. The app also allows technicians to approve or reject any request approvals submitted to them — all from their iPhones.

ServiceDesk Plus – MSP has also enhanced its built-in billing module, allowing service providers greater flexibility in charging customers for their services. MSPs can choose criteria such as ticket priority and urgency, and bill their customers accordingly.