IT departments moved away from shared mailboxes years ago, because it was a painful and inefficient way of handling requests. While implementing an IT helpdesk (ticketing) solution worked for IT, other lines of business still struggle with this daily.
The solution is simple – move them away from shared mailboxes and give them a simple ticketing solution. The best-case scenario is that your IT helpdesk delivers what is called Enterprise Service Management (ESM).
ESM focuses on setting up individual service desks across IT and non-IT business functions. This provides a uniform end-user experience across different service desks in the organization.
ManageEngine’s ServiceDesk Plus cloud solution has been providing this function for a few years. They have just released this for the downloadable version, so you can implement this onsite or in your private/public clouds.
Existing ManageEngine customers will get this in the latest v11 update and each customer will receive a free instance of the Standard edition for up to 5 helpdesk admins.
How is this licensed and priced?
Each instance/department can choose their own edition and add-ons i.e.
Then license the number of helpdesk technicians that will be resolving tickets.
Prices start from $1,000.00 NZD + GST per year for 5 helpdesk admins on the Standard Edition.
Contact us at firstname.lastname@example.org for a short walk-through of the solution and how you can start deploying your helpdesk instances quickly.
Watch this 8-minute video for a more detailed walkthrough of ESM.
Ron Pher – Enterprise Solutions Manager Phone: 09 306 0454, Freephone: 0800 733 233, E-mail: email@example.com